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For someone who is a part of a call centre in any way, be it an employee or manager, the most important aspect to consider is what the client wants. Then, the question that follows is: are we satisfying these needs? “We all need feedback. That’s how we improve.” These are the words of the […]
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 […]
Gone are the days when having a good product was the only prerequisite to run a successful business; this is the era of consumers. Customer experience plays a vital role in determining whether a company can gain and retain its sales. Hence, it goes without saying that customer service has become an unavoidable priority in […]
A Little About Outbound Calls Despite increasing marketing efforts towards non-intrusive outreach, outbound calling still remains vital for businesses worldwide. According to a study by Brevet, 92% of sales conversions happen over the phone. It’s true—outbound calling has long been a staple tactic for successful organisations. Such calls, also known as ‘cold calls’, are typically […]
This new decade has not had the best start—to say the least. We find ourselves wanting to press the rewind button, back to the last decade. However, while 2010 was not ridden with a pandemic, technology was also significantly less advanced. The spread of technology over these years has been a marvel to behold; every […]
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 […]
The marketplace has long shifted from a product-centric landscape to that focussing on services. In simpler terms, it’s all about customer satisfaction. A happy customer ensures repeated sales, word-of-mouth recommendation, and a bright brand image overall. The key to a positive experience is efficiency, and that’s where IVR system steps in. IVR or Interactive Voice […]
ASR, or Automatic Speech Recognition, combines the realm of computer science, linguistics and electrical engineering to deliver an enriching tool for communication and business insights. Today, combined with deep learning and big data, ASR engines can seamlessly translate the spoken word into text transcripts. Whether you’re a freshly-minted agent or are placed higher up on […]
Call center managers have to take a lot of critical decisions to ensure their team delivers exemplary customer service. As easy as it sounds, making these decisions are no cakewalk. You need to have measurable performance indicators in place to assess what is working and what is not working for your call center. Here is […]
Every year organisations experience a high agent churn rate due to which they have to spend a large number of resources and money of hiring and training new agents. The reasons for the churn are many, but one of the prominent is the pressure of handling a high volume of tough customers. Here, call center […]