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Launching a business and making it a brand are two different ball games. You need to have strong marketing strategies in place to transform your business into a brand. The process of establishing yourself as a brand can take time but the first step towards achieving it lies in delivering brand value. Before forming an […]
(Update: This blog was originally published on 14th March 2019 and was last updated on 7th July 2021 for comprehensiveness and accuracy.) Do you remember how a passbook used to be the only way to check one’s balance a decade ago? Standing in long queues to get one’s passbook updated was an exhausting but recurring […]
Ever wonder how an enterprise manages a haystack of calls, while only employing a handful of operators? This is done via automation, and one of the perks of automation is interactive systems. An interactive system facilitates interaction between humans and computers. The first interactive systems were a Graphical User Interface (GUI) that one uses every […]
Queue callback is a feature that gives callers the option to circumvent long hold times. With queue callback, caller abandonment can be significantly reduced. All that customers have to do is to reserve their place in the call queue and request a call back by the agent as soon as they are available. This feature […]
Call centre is designed to handle centralised support by facilitating communication in every nook and corner of the world. It handles a large volume of requests by telephone. Nowadays, with the spread of technology and mobile phones, it has raised awareness. Billions of people are looking forward to call centres in order to get prompt […]
The very first interaction between a business and its customers is usually through a phone call. Hence, it becomes imperative for enterprises to have a professional and sophisticated phone system to make sure that each interaction is as efficient as possible. Nonetheless, a lot of customers faces difficulties while trying to reach out to a […]
Conventional telephony systems can indeed help the business owners, but due to their limitations, they are bound to be inefficacious. This is where the role of cloud-hosted IVR system comes into play. This technology is rapidly gaining recognition and becoming ubiquitous in almost all parts of the world. Most of the businesses these days are […]
The concept of call queuing is prevalent in inbound call centres. Every time callers connect to a phone system, they are welcomed with a message along with menu options before their calls get added in the queue. Automatic Call Distributor (ACD) technology is used to forward incoming calls to various agents. Callers as well as […]
Voice broadcasting is one of the fastest mass communication channels that help communicate with a multitude of people at a single time. In other words, it allows businesses to outreach a large customer base at once. Thus, it is an essential tool especially for businesses, which demand regular messages updates to be sent. What is […]
A call centre’s success is dependent entirely on what quality of customer experience it offers to its audience. To measure the service quality, there are few metrics which have been set in place to generate an idea about where a call centre stands among the competition. One of the most critical criteria that says it […]