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Call routing is an efficient way to handle incoming calls and enhance customer interactions. It is useful for cutting down on unnecessary costs associated with a call centre and providing customers with prompt service. Call routing defines how calls are distributed to available and experienced agents by the Automatic Call Distribution(ACD) technology of a call […]
Although there are many contenders for the top position among modern call centre solutions, skill-based call routing has to be one of the main ones. With skill-based call routing, the future of call routing is here. Skill-based routing is a cloud telephony feature that analyses customer data when a call comes in and automatically routes the caller […]
Let’s say, you are in a long meeting and don’t want to be disturbed. But you’re also expecting an important call from a client that you just can’t afford to miss. What do you do? Simple—you redirect the incoming call to an alternate number that belongs to a colleague or a supervisor and let them […]
The holiday season may mean downtime for many, but it is often one of the busiest times of the year for call centres and their agents. Fortunately, it is also a time when businesses see an uptick in their revenues—often a big one—and it’s vital to capitalise on it. The question is, is your call centre holiday season-proof? These are some […]
As we leave behind 2020 and gear towards the end of 2021, organisations need to redefine their communication strategy to expand their customer base. Fortunately, modern business owners have realised the importance of customer interactions in the current economic climate. Today, customers choose problem-solvers over product-pitchers and desire a personal touch in everything that they purchase. In fact, 66% of […]
Customer satisfaction is—or at least should be—the ultimate goal of every business. Certainly, it is one of the keys to success and, therefore, it makes business sense to focus on improving it. Imagine a scenario where a customer calls your call centre to resolve an issue. Often they have to navigate a robotic IVR system […]
The State of Global Customer Service Report by Microsoft has some interesting statistics on customer experience: 58% of consumers consider customer service as a leading factor affecting the choice of a brand. 61% of consumers stopped transacting with a brand after an unsatisfactory service experience. 59% of consumers expect better customer support than they did a […]
Customer service standards have risen significantly with the advent of better technology. Even within the technological realm, cloud telephony solutions have changed the game as people demand more from a contact centre than ever before. There is no room for errors. PricewaterhouseCoopers found that despite loving the company or the product, 59% of consumers would […]
What did advertisements look like when you were a child? Perhaps that famous actor, or those two dogs dancings, or even that touching tale of mother and child? If not the visuals, we bet you can still hear the jingles play in the back of your head. At the same time, remember numbers like Airtel […]
If you’re a fan of the sitcom Friends, you may remember the episode in which Phoebe spends day and night awake by the phone, waiting for call support. While we might have had a good laugh at the end of it, the stereotype of long waiting on calls was once a bitter reality. Owing to […]
