Call center for Fitness Sector

Transform Your Fitness Customer Service with Loop Contact Solutions

Welcome to Loop Contact Solutions, your go-to partner for fitness call center solutions designed specifically for gyms, fitness clubs, and fitness centers. Our dedicated team understands the unique needs of the fitness industry, providing top-tier customer service outsourcing that enhances member satisfaction and streamlines your operations.

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Why Choose Loop for Your Fitness Call Center Needs?

  • Specialized Fitness Industry Experience: With extensive experience in the fitness sector, Loop Contact Solutions ensures every interaction reflects your brand’s commitment to health and wellness.

 

  • 24/7 Customer Support: Fitness clubs and gyms operate around the clock, and so do we. Our 24/7 support ensures your members receive assistance whenever they need it, boosting retention and satisfaction.

 

  • Membership Management: Our solutions streamline membership inquiries, renewals, and cancellations, freeing your staff to focus on in-person client interactions. We handle everything from billing questions to class registrations with efficiency and professionalism.

 

  • Lead Generation and Follow-Up: Maximize your sales with our proactive lead generation and follow-up services. We manage inquiries from potential new members, ensuring timely responses that convert leads into loyal members.

 

  • Feedback and Survey Management: Understanding member satisfaction is key to your success. Loop handles feedback collection and surveys, providing you with valuable insights to improve your services and retain members.

 

  • Multichannel Support: We offer support across multiple channels – phone, email, chat, and social media. This ensures your members can reach you through their preferred communication method, enhancing their overall experience.

Why Us?

  • Experienced Agents: Our team comprises highly trained professionals with at least two years’ experience in the industry at a minimum, ensuring your members receive knowledgeable and empathetic support.
  • Advanced Technology: We utilize cutting-edge technology to provide efficient and effective solutions, including CRM integration and advanced analytics.
  • Scalability: Whether you’re a small local gym or a large fitness chain, our services scale with your needs, providing flexible and cost-effective solutions.
  • Proven Track Record: With a strong track record of success, Loop Contact Solutions has helped numerous fitness centers, retailers, cosmetics companies, insurance firms and real estate agents improve their customer service and operational efficiency.

Avoid These Additional Common Call Center Pitfalls

Unanswered calls

If your call center closes at 6:00 EST, that’s 3:00 in the afternoon in California. Anyone unavailable during business hours — whether they call you or you call them — will be missed. All those sales will be missed too.

Uninformed agents

You can tell when an agent doesn’t know what they’re doing — which is usually the fault of bad management. Customers get angry, the company looks like trash, and the agent takes longer on the call, which costs more since agents are paid by the hour.

Losing out on sales from your marketing

Many companies lose 25% – 40% of inbound sales from callers who saw the marketing but aren’t convinced. A simple order taker won’t close the deal. These are complex sales. Callers have questions and concerns; they need to be persuaded.

Missing out on cross sell and upsell opportunities

New customers are extremely receptive to cross sells/upsells. So if you’re not taking advantage of this, you’re leaving money on the table — especially premium products. This is a great way to grow your business enormously.

Poor customer service

Unhappy customers leave. Happy customers stay, renew, buy more. The secret? Use a call center that provides quality support, proactively identifies problems, and fixes them. Do that and cancels will go down while sales go up.

Not saving cancellations

We usually convince 25% (or more) of cancels to stay. Most companies don’t even bother or the save attempt is very weak. Email/website cancels are almost never called back, so none of them are saved.

Payment problems

It’s madness to lose customers over credit card declines or other payment problems. It usually just takes a call to resolve the issue or convince your customer to continue their subscription.

Our call center will handle all these challenges. We will also provide a high-performance sales team.

How can Loop Contact Solutions help the fitness sector thrive?

  1. Customer support: We build loyalty by giving each customer world class treatment
  2. Sales: Our agents will continuously expand your customer base through subscriber acquisition, cross selling, and upselling
  3. Retention: keep current customers, win back expires, save cancels, and retain failed autorenewals.

Provide 24/7 world class customer support

For customer service issues, our agents will:

 

  • Answer calls, emails, and live chats quickly
  • Ensure requests/problems are resolved immediately and with empathy
  • Assist new customers having problems accessing their subscription
  • Be available during hours that are convenient to the customer
  • Reignite appeal for subscribers who are losing interest in a product

Grow your sales and increase your customer base

To expand your customer base and enhance sales, we will:

 

  • Increase conversion rates on inbound calls from marketing campaigns
  • Make outbound calls to prospective customer leads
  • Follow up on incomplete order forms and trial subscriptions
  • Bring in new customers from outbound calls to leads and live sales chats
  • Cross sell new customers to other product and service offerings

Capitalizing on Cross Sells and Upsells

Inbound calls (customer service, purchases, and onboarding) create opportunities to cross sell and upsell. Outbound campaigns to active customers are also great ways to cross sell and upsell. We can often get a 10% to 15% (or more) conversion from customers we speak to. There are several angles our agent can take:

 

  • Renewal-at-birth to new subscribers: encourage new subscribers to renew their subscriptions right away or sign on for longer-term/lifetime subscriptions;
  • Cross-sell-at-birth/cross sell to longer-term subscribers: convince customers to add another subscription/product/service at the same cost;
  • Cross sell premium products and services: encourage low-priced and premium subscribers to buy premium products;
  • Upsell premium/high-priced products/services to active low-priced subscribers who never purchased a premium product before — this is the Holy Grail of cross selling.

 

Cross selling and upselling have a double benefit: 1) Most importantly, it brings in revenue;
2) By introducing other products and services through cross sells/upsells, active customers may enjoy an expanded interest in your products.

Win Back 20% of Autorenewal/credit card Failures

According to Forbes, American credit cards expire about every 4 years. That means that about a quarter of your autorenewal customers are at risk of failure. If there is a major security breach like there was with Target or Sony PlayStation a few years ago, the number of cards going out of circulation can be significantly higher — as millions of cards are canceled as a result of the hack. This doesn’t include lost, stolen, cancelled, over-the-limit, and fraud alert cards. Altogether, this is a lot of potentially failed autorenewals, and a lot of money left on the table.

We are experts when it comes to convincing your customers to renew — even if they were not planning to. Our agents can usually retain 20% or more failed autorenewals when speaking to the customer — which can usually more than cover the cost of this service, and then some.

Prevent Cancellations

Most businesses see 15% to 20% cancellations annually. There are many different reasons for cancelling (not just cost), so we train agents to identify the reason for cancellation, find a solution to the problem, and provide an incentive to retain the customer.

We do the same thing for cancellations that come through email and website channels. Since these vehicles don’t allow the opportunity for a dialogue between the agent and customer, we follow up each request with a phone call.

We will communicate with customers through the channels they prefer

Our agents are multiskilled, so they can flow effortlessly across channels to maximize their productivity.

 

  • Phone
  • Email
  • Live chat
  • Social media (Facebook, Instagram, TikTok, You Tube)

We prepare agents for high-volume calls/emails/chats during

  • Major Holidays including Thanksgiving, Black Friday, Father’s Day, Mother’s Day, Christmas, and New Year’s Eve/Day
  • During successful large-scale marketing campaigns
  • Retention strategies, tactics, scripts, offers, and rebuttals
  • Unusually high numbers of cancellations, refunds, or product returns that need to be addressed with calls
  • Technology problems affecting multiple subscribers

We will build a customized, high-performance team of experts for your business

A seasoned call center expert is dedicated to your account. We make sure they will spend at least a solid week intensely studying your business, customers, products, marketing, sales, and technology.

We also provide a series of “train the trainer” sessions using Zoom video so you can easily transition knowledge from your expert to our expert. We use this material to create …

 

  • Customized sales and retention We provide you with strategies, tactics, scripts, offers, and rebuttals.
  • End-to-end support processes Call flows, lists of customer requests plus the correct step-by-step process to resolve each, as well as a complete knowledge base about your services and processes.
  • Detailed step-by-step processes This includes screenshots for any technology plus a variety of scenarios including sales calls, cancellation requests, customer service contacts, etc.
  • Formal agent training program Educate agents about your products, services, customer profile, customer service programs, salesmanship, retention methods, and quality assurance.
  • Quality Assurance Program guidelines, score cards, performance management reviews, performance management processes, and more

CASE STUDIES

See how leading organizations across all industries rely on Loop to create world-class customer support.

See how OneBlade transformed its backlogged customer service center into a high-performance asset with Loop’s elite support team.

What our clients have to say

Call center services for the Fitness Sector

We provide inbound and outbound call center services with highly trained, dedicated agents, through phone, email, live chat, and social media

  • World class customer service
  • Inbound phone sales
  • Outbound phone sales
  • Cross selling
  • Upselling
  • Premium, high priced publication sales
  • Early renewals and upgrades
  • Saving cancels and refunds
  • Outbound phone saves to customers who cancel via email or in the membership area
  • Outbound calls to save failed subscription autorenewals
  • Winback former customers and expires

What you get

Specialist Sales, Support and Retention Call Center

Founder Jesse Rosenthal and Loop’s Senior Leadership team have decades of experience helping many of America’s biggest brands to build and run world-class support services and high-performance sales and retention campaigns.

Specialized solutions and services

We have studied the customer journey of various businesses and learned their pain points and opportunities. From that, we’ve developed 4 solutions and 13 services that increase acquisition, retention and deliver cross-sells and upsellsat key points throughout the customer journey. Our services are customized for each client, enabling us to start up new high-functioning call center services quickly.

Strategic planning and process creation

We create and customize processes for each product we will sell and support. We also plan for every communication channel, whether inbound or outbound. These are then cascaded to our agent teams via an in-depth formal training program.

  • Sales and retention services – we create strategies, tactics, offers, and more;
  • Customer support services – we create end-to-end processes, a knowledge base, call flows, quality assurance programs, and more.

Fully utilized agents who can do phone and email, or sales and support

Each agent is trained separately for each of your products and services to be able to handle both sales and support, whether inbound or outbound. We maximize agent productivity by letting them switch from inbound sales calls to email support, outbound phone to inbound sales and customer servicesand more, as needed. We do this while maintaining the highest standards in all channels and service types.

Premium management, support, and frontline agents

Our headquarters are in the center of talent in the Philippines. We select and nurture the best talents to help our clients grow. We go beyond skill and also look at compatibility. A team will be assigned to become your brand ambassadors who will know your product or service inside out. Aside from a strict 4-layer screening process, we conduct monthly refresher training programs to ensure they’re in tip-top shape while representing your brand. Our dedicated HR team knows how to pick the top market agents who have great potential. Our Operations team will train them to become top-performing agents, delivering world-class customer service and exceptional sales results.

Save money and scale your business

We give you the right number of dedicated, skilled, trained agents for your business without overstaffing (and overspending). When you add new products, websites, marketing campaigns, and customers, we expand our scope, learn about the changes, update your processes, and train the agents. As your business’ phone, email, and chat needs grow, we add agents. If you need to scale back, we can do that too.

Project launch team of senior sales and support experts

You will get a seasoned call center operations sales or support manager with extensive experience in launching new services. We will immerse ourselves in your business, build and launch your new service, and manage the team as performance ramps up, to reliably achieve great results.

All-inclusive

We provide fully managed call center serviceswith your goals in mind. We can use your existing processes and/or create new ones for you based on your needs. We are flexible enough to help you scale your business faster.

Certifications

Our numbers

25%

Cross sells on inbound order calls minimum

25%

Cancels saved minimum

35%

Failed renewals recovered minimum

150%

Minimum ROI for sales services

1000%

Upfront monthly ROI record

50%

Savings using Loop

95%

Quality Assurance Score

8%

Average handle time on complex support calls

90%

Minimum inbound phone sales conversion rates

17%

Complex customer service emails per agent per hour

Why Loop?

As a full-service call center, we create high performance sales, customer service, technical support, and retention teams to handle everything you need — from inbound and outbound phone calls to email support to live chat. Our agents, processes, and technology are optimized to help you achieve your business goals.

How it works

It’s easy to get started. No long-term contract required. At our first meeting, we will discuss your needs/goals and offer a proposal with a customized plan of how to deliver high-performance call center support and results. Then, we will agree to a simple trial run using flexible terms and schedule a time to discuss your business and call center expectations.

After that, we will:

 

  • Immerse ourselves in your business and learn everything about your products/services, marketing, technology, website, business, and (if you already have it in place) your current call center.
  • Based on this information, we will build the call center service including end to end processes, sales strategies, knowledge base, and a Quality Assurance Program.
  • Train your call center team, focusing both on class learning and live practice sessions. (Hiring has been ongoing during the first two phases by our dedicated recruitment team.)

Finally, we will go live with the small-scale trial. Once the results and quality are proven, we will ramp up service to full scale to achieve your goals. But it doesn’t end there. We will continually work to expand areas of support and sales to help your business grow. We will also manage/improve your service over time and keep up to date on all changes.

Try us for 90 days and see real tangible results before you make your decision

Ready to elevate your fitness center’s customer service? Contact us today to learn more about our fitness call center solutions. Let Loop Contact Solutions help you enhance member satisfaction, increase retention, and grow your fitness business.

Talk to an expert!

Thinking about outsourcing? Send in this form and we’ll set up a call right away.

111 Paseo de Roxas Ave Makati,
Metro Manila,
1229 Philippines

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FREQUENTLY ASKED QUESTIONS

Why should I outsource my customer service?

To have a successful business, responsibilities must be delegated to the people who can perform the task best. We have decades of experience in customer support. We have knowledgeable, experienced agents who will provide your customers with world class service. That way, you don’t have to worry about that part of the business and can focus on the parts that do need your attention.

There is no single price point because each business has different needs, that is why our services are customized for each company. But our clients can expect superior quality at a very affordable price — with lots of room for scaling up or down. Contact us for a personalized proposal

Not at all. We work with companies of all sizes, across multiple industries. Even small businesses just starting out that hire an agent or two may increase to needing 10, 20, 50, 100 (or more) agents. Our goal is to grow your company exponentially through our world class customer treatment, sales, retention, and renewal services.

We will work with you to understand your needs and goals, then develop a plan to meet those objectives. We will first conduct small-scale test runs so you have an opportunity to see our agents and services in action. If you are dissatisfied with our performance at any time, you can cancel. But we think that is unlikely: our clients often reach their ROI upfront because we constantly monitor and improve our services so that your company reaches its goals faster.

We understand the value of loyal customers who return again and again to purchase your products/services. That is why we do everything in our power to grow your customer base, keep your current customers happy, and convince cancellations to stay on board.