Entrepreneurial Leader Martin Toha Announces Best Strategy for Customer Care Services

Until recently, he has been a relatively unheard of individual, with relatively unheard of ideas. He is a marketing guru, he is a business owner, entrepreneur, and tech geek. He owns several small businesses, including two that have succeeded wildly, thanks to some elbow grease and a bright imagination. His name is Martin Toha, a younger looking man with some good ideas and insight into his customer's wants. He now lives in Boca Raton, FL, with a wife and child, having made his wealth from two primary companies in his name, Profinity.com and VOIP.com.

Profinity.com combines services that an average person may need at any time, such as legal referrals to tech support to roadside assistance. VOIP.com is the high tech arm of his empire, giving his customers access to low-cost, high quality calls, all over the world. VOIP, also called Voice Over IP, is a relatively new technology; which connects calls, not over a bulky system of cables that stretch over the world, nor by costly satellite technology, but through High Speed Internet.

The technical end of the business

The technical end of the business was never problematic for Mr. Toha. He contracted out 10 developers; and, being a programmer himself, he is able to understand the complexity behind the source code and what is needed for his systems to run effectively.

The most difficult part of running his business was the customer service. The criteria for a customer care team revolved around keeping the customer happy while still keeping the cost low. Often, many business owners find themselves in a sort of Catch 22 when they are looking at call centers. It was imperative that the agent did not have an accent that was noticeable to the primarily US customer base. So, a Canadian customer support line was set up. However, there was advantages and disadvantages to the Canadian customer support center, so he tried out Dominican, Indian, Filipino, and even one in Florida, to no great success. It was only when he realized that the best way to hire his customer care team is to contract them, he found that customer satisfaction skyrocketed.

This new idea employs Americans across the country in a field that is an indispensable part of any business. Any business can take on this business model and have a great opportunity to try to lower customer care costs and provide excellent service to their customers. It theoretically can be employed in any sort of business that requires a customer service branch.