Customer Care Services: A Boon for Growing Industries

Every B2C company in India is dependent on the customer services for improving their reputation in the market. Startups and mid-sized firms continue to expand their business by taking support of this processCustomer care services support business growth

Customer service is currently evolving with addition of new channels like email, social media and live chat support. Also, several techniques like data analytics, personalization and proactive support are changing the dynamics of customer support in current scenario.Continue reading

Tips for Handling Long Queues at Call Centers

The biggest headache for inbound call center service providers is to handle the long queues that never seem to get short. There are many reasons which result in the long queues at contact centers. There are certain seasons during which the call flow may increase. Excessive leaves taken by agents and high AHT can also result in long queues.

Here are some of the tips that could help call centres in handling long queues:

Avoid Giving Holidays In The Busy Season: We, at A1 Call Center, try to restrict leaves during the holidays when they fall in busy season. Although we are not against taking leaves on holidays and celebrating with family but for us work comes first. This ensures that there are always enough agents to answer the calls promptly.

Provide Common Information in Queue Messages: Most of the times callers need some basic information which is common for many callers. We make sure that the queue messages include such information. It has been observed that around 20% of the callers get the required information through queue messages alone.

Tips call center handling

Introduce Call Back Feature: No one likes to wait over the telephone. Call centers should implement call back functionality so that callers could choose whether they want to hold the line or let you call them back. Many of the customers do not require immediate assistance so they can be given assistance when the call flow reduces.

Assign Non-Working Days/Hours For Training: It is very important that your agents are well trained and informed about the product and their work. However, it is not right to sacrifice working hours for training the agents as it will reduce your agent strength taking the calls and will result in long queues. Training hours and days should be well planned in advance and should be scheduled for non-working days.

Continue reading

A1 Call Center – The Best Back Office and Customer Support Services Provider

A1 Call Center is a well known name in BPO Industry and has got a reputation for delivering top-notch customer support services and back office services. We give special focus on our agent hiring and agent training programs as we believe that they play the most important part in all the services that we provide. Apart from having best agents, we are also proud of our global delivery center from where all our services are delivered. Our agents work in this state of the art delivery center where they are provided latest technologies and all the modern equipments required for their job.

Back Office Support

Continue reading