50 Years of World-Class Customer Experience

Ansafone is a 24/7/365 US-based call center service provider and BPO company leading successful businesses toward a premier customer experience. We’ve been there for your customers around the clock with the courteous help and expert knowledge they need to stay engaged with your business. Thanks to over 50 years of call center experience, we can deliver the exact tools, technology and staff you need to operate an essential call center and BPO services.

For more information about Ansafone, visit us at www.ansafone.com 

 
$1,000+
 
$25 - $49 / hr
 
250 - 999
 Founded
1970
Show all +
Ocala, FL
headquarters
other locations

Portfolio

Ansafone on Artificial Intelligence

Artificial intelligence is now just a part of life and today’s modern and fast-paced technology. Take a listen from Jared Mendez, Chief Technology Officer, from the award-winning call center, Ansafone Contact Centers. For more info, see ansafone.com.

Ansafone Contact Centers, An Award-Winning Call Center & BPO Provider!

We are delighted to present Ansafone Contact Centers, an award-winning call center & BPO provider for outsourced call center solutions and telecommunication services. Discover and hear from the LeadershipTeam: Randy Harmat, President/CEO, Jared Mendez, CTO, Terra Saffen, Sr. Call Center Manager and all that contribute to the culture and high performing contact center offered to brands. Here, you get a chance to hear the

inside makings of who we are and what it takes to be in the industry.

We are in the "people's business" and we are here to serve you.

For more information, see ansafone.com

Developing a Customer Experience Strategy Guide Image

Developing a Customer Experience Strategy Guide

It's imperative that today’s companies  focus on improving customer experience in order to improve customer satisfaction and nurture strong customer relationships, which in turn can increase customer advocacy and loyalty, as well as boost sales and revenue. And although it’s easy to recognize its importance, identifying how to actually accomplish stellar customer experience can be a challenge. The best place to begin is with a

customer experience strategy.
The following are some keys to developing sound customer experience strategy:
Company-wide Engagement The customer experience has to be driven by your leaders, whose authority and vision can help ensure the strategy becomes an essential part of company culture. According to an IDC survey, 72.3 percent of respondents indicated that their company’s customer experience strategy is borne by CEOs or other senior executives. If leaders are not onboard with your customer experience strategy, it will most likely fail
Customer Experience Guide Page 2 Image

Customer Experience Guide Page 2

In addition to leadership buy-in, a successful customer experience strategy also needs the support of the entire organization, not just the customer support department. Everyone needs to understand how their roles impact the company’s overarching goal of stellar customer experience. This may require breaking down departmental silos that can isolate teams and keep them from working toward the common goal. This also requires

providing consistent, ongoing employee training and support. Research has shown a direct link between employee satisfaction and customer satisfaction, which means you need to invest in staff to keep them motivated and reduce turnover. Successful customer experience strategy pairs the customer journey with employee engagement.

Consistency

Customers today expect to have the same experience with your brand regardless of where and how they interact with you. Providing consistent customer experience across channels requires processes, integrated systems and company-wide buy-in. If you use multiple systems for managing customer service data and insights, this can be very challenging. As you develop your customer experience strategy, consider software solutions that allow employees to access information easily.

Discovery

The first step in developing a customer experience strategy is to understand how customers currently experience your brand and what your goals are for the future. This can include conversations with stakeholders such as the Chief Marketing Officer, VP of Sales, Chief Information Officer, Chief Financial Officer, and Chief Executive Officer. When developing your plan, make sure you include representatives from all departments, not just those that are customer-facing. It will be easier to gain company-wide support of your customer experience goals if you incorporate company-wide feedback and insights.

Customer Experience Guide Page 3 Image

Customer Experience Guide Page 3

The Customer Journey

Understanding your customer is undoubtedly the most important aspect to improving customer experience. The first step is to mine the data that you most likely already have. Doing so can provide critical insights into existing and target customers’ needs, wants, pain points and moments of truth. With this information, you can create clear customer personas that can be used in a journey map, which is

a visual representation of customers’ interactions with your company across all touchpoints. Journey maps are the most effective way to identify the challenges customers encounter in their interactions with your company. 

Align with Business Processes

In order for your CX strategy to be successful, business operations must align with the determined strategy. This requires a full understanding of your business’ objectives, brand promise and environment. In addition, consider the following questions:

• How well do internal processes support customer journeys?

• Where do gaps exist between customer expectations and current experience?

• What assets can be used to enhance the customer experience?

• What new technology, people or processes are required to accomplish new objectives through CX strategy?
 

Competitive Analysis

It’s been estimated that by 2020, customer experience will be the key differentiator between competitors, overshadowing both quality and price. Considering this, it’s important to understand your competitors and marketplace to identify opportunities to set your company apart from the others through customer experience. 

Customer Experience Guide Page 4 Image

Customer Experience Guide Page 4

Goals and Strategy

With the above information, you can state your customer experience goals and objectives. Take into account the challenges you discovered through your customer journey map, as well as your larger company goals. Once you’ve done that, the next step is to answer the question, “How do we get there?” by defining customer experience strategic initiatives.
 

Measure Success

You’ve taken

the time to create a sound customer experience strategy, so don’t forget to include tactics for measuring your progress. Make these metrics transparent and share them across the company in order to preserve momentum and motivation. Analysis can also help pinpoint areas that need more improvement. Read more about the Key Performance Indicators you should be measuring here.

Conclusion

Improving customer experience is an on-going process, not a one-and-done strategy. By gaining leadership and company-wide support of customer experience improvement and providing progress reports, you can keep CX front-and-center, which is where it must be in order for your company to remain successful into the future. To learn more about how you can join the leaders who are transforming their businesses through improved customer experience, contact Ansafone today. 
 

As an industry leader in providing 24/7 omnichannel support, Ansafone excels at pulling all your channels together into a unified system. While we utilize a multichannel approach to connect with customers, we focus on delivering an exceptional omnichannel experience that resonates with customers. Our innovative strategy in this emerging area is supported by top-tier technology, expert CX strategists and a mission to keep customers happy. 
Contact Ansafone at (800) 510-0514 to discover how our BPO omnichannel contact center solutions can help you build an elite communication system.
 

Reviews

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Call Center Services for Emergency Response Company

“We were able to establish a daily call with status updates that we needed, and that helped the project stay on track.”

Quality: 
5.0
Schedule: 
4.5
Cost: 
4.5
Willing to refer: 
5.0
The Project
 
$1,000,000 - $9,999,999
 
Nov. 17 - Apr. 18
Project summary: 

Ansafone Contact Centers provided customer service representatives and call infrastructure for a government subcontractor fulfilling a contract to provide emergency response services to hurricane areas.

The Reviewer
 
10,000+ Employees
 
Washington, DC
Project Manager, Emergency Service Company
 
Verified
The Review
Feedback summary: 

The agents provided by Ansafone Contact Centers were very good at their roles and at adapting to constantly changing circumstances and information, helping their client to successfully fulfill their contract. Their team was very organized and stayed on top of all project requirements and updates.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I was functioning as a project manager for a federal subcontractor that was working on an emergency response contract for FEMA (Federal Emergency Management Agency).

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Ansafone Contact Centers?

As part of that contract, we were supporting mostly telecom operations, including a call center. We brought on Ansafone Contact Centers to help us operate that call center.

SOLUTION

What was the scope of their involvement?

Ansafone Contact Centers was able to help us answer calls as part of a hurricane relief effort in Puerto Rico, Florida, and Texas. They provided facility hardware, software, and actual personnel as well to help us fulfill the obligations of our contract with the government.

What is the team composition?

They provided us with around 50–100 customer service representatives for the project.

How did you come to work with Ansafone Contact Centers?

When we were looking for a partner, we were hoping to find somebody that had a pretty broad national capability in the US, both with the Spanish and English speaking population, and Ansafone Contact Centers was one of the only companies that both fulfilled that criteria and was really responsive to our requests.

How much have you invested with them?

I’m not sure how much we spent exactly, but it was certainly over $1,000,000.

What is the status of this engagement?

We worked together from November 2017–April 2018.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Their representatives are very skilled at what they do, so we were very pleased with the quality of the service they provided to us. Their agents were always able to accommodate our requests, despite dealing with a rapidly changing environment.

How did Ansafone Contact Centers perform from a project management standpoint?

They manage their own internal personnel, but they were always available to us. We established a really good relationship with one of their vice presidents from the start. We were able to establish a daily call with status updates that we needed, and that helped the project stay on track. Because of that, we were able to scale up with them much more quickly than we could have otherwise.

What did you find most impressive about them?

They really cover all of the basis in terms of being easy to work with on our end, being very flexible about the changing needs that we were dealing with in terms of locations and the amount of information that we had, and being able to manage a really high watermark of call volume. It’s rare to get that combination in one company.

Are there any areas they could improve?

I don’t really have any major complaints. I think in the future we could work more to define needs and expectations earlier on, but I didn’t see that as being any sort of large impediment to getting the contract done.

Do you have any advice for potential customers?

Just make sure to define exactly what both parties need and will supply so that communication is as clear as possible.

4.5
Overall Score
  • 4.5 Scheduling
    ON TIME / DEADLINES
  • 4.5 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer