Outsource Telephone Answering Services in India to Customer Satisfaction

Answering phone calls and providing the best possible solution to customers for their queries is one of the most important tasks of a business organization. Customers are now said to be the king and organizations are the ones who make products to serve them. Such a market scenario has made it essential for organizations to find an expert vendor who can provide them efficient call center outsourcing services. Most of the businesses choose to outsource telephone answering services in India as it has been found to be of great value.

Outsourcing such services to India has many benefits, one of them being a significant improvement in customer satisfaction. Here are some of the reasons for such benefits:

 

Excellance

Professionals Take Care Of Your Customers: Whether you are outsourcing appointment setting in India or availing outsourced order processing services, you can always be sure of receiving professional call center agents for your process. Indian call center service providers have access to a large pool of talented professionals. When such people take care of your business tasks and communicate with your customers, you can always expect a higher rate of customer satisfaction.

You Are Available Round The Clock To Your Customers: You never know when your customers might need you and may call you for assistance or with a sales inquiry. By outsourcing your requirements to an Indian vendor you can make sure that your customers are able to reach you anytime and get their queries solved.

Proper Attention To Each Detail: Indian call center service providers have huge experience and extensive knowledge of delivering customer care support services. They know every detail of the task at hand and have experience of handling diverse situations that may arise during customer calls. Whether it is about average handling time, c0all waiting time, a tone of the agents, script or any other detail, the outsourcing vendors pay close attention to all such things.

Customer satisfaction really matters now as there are lots of choices for customers and if they are not satisfied with your services then they will go for one of your competitors. You should get some tips for improving customer satisfaction in order to get the most out of phone answering services.  Such incidents can be easily minimized by outsourcing telephone answering services in India.

How To Improve The Performance of Agents In Your Call Center

The performance of agents working in a call center is one of the biggest concerns for service providers as their performance directly depends upon the quality of work done by these agents. If the agents start performing poorly or are not able to deliver up to the expectations of the customers then your business will suffer because of it. You can easily improve the performance of agents in your call center by implementing proper monitoring and training strategies.

Here are some of the tips that could help you in enhancing the performance of your agents:

Performance of Call Center

On Job Training: Coaching agents on the floor while they are handling calls and solving customer queries is one the most effective performance enhancement technique. Supervisors and team leaders should roam around on the floor among their team members to hear and evaluate how they are handling customers. If they feel that a certain agent requires improvement or help in certain area then they can guide them on the spot and try to fix the problems at that very point.

Silent Monitoring: You can also go one step ahead of the on-job training by implementing silent monitoring at your delivery center. In silent monitoring, agents are not aware about the calls which get monitored by the supervisors. This helps you in getting a true evaluation of the quality of the agents and also keeps agents on their toes as they never know which calls might get monitored.

Customer and Agent Participation: You should encourage interaction between agents and supervisors so that they are able to take help from supervisors whenever they are in a difficult situation. Supervisors could help them through chat without the knowledge of the customer or can take the call and handle the situation themselves. Agents would be able to learn a lot from their supervisors through this technique. Customer feed backs can also be used to understand the experience of customers while talking with the customer care executives. This feedback could give some very useful insight about the strengths and weaknesses of the agents. Supervisors and trainers could work together on the weakness of their agents and improve their performance.

Agents form an integral part of every customer care call center therefore it is necessary to make them capable of delivering high quality services. We, at A1 Call Center, have been using the above strategies for enhancing the performance of our agents at our call centers in Noida and they have proved highly effective for us. Further, we also train our agents for various strategies so that they can make customers feel loved as customer satisfaction is our prime objective. If you want to ask any questions or want to share your thoughts on this topic then please leave us a comment below.

How To Build Great Rapport With Customers

Delivering customer services requires a lot of skills and proper knowledge of the work. Customer satisfaction cannot be achieved unless you deliver proper solutions and a nice experience to them. Building relationship with customers is also very crucial as it helps them in conveying their problems easily and allows you to provide a well aimed solution for the same to them. Call centers should encourage their agents to build good rapport with customers while delivering customer services.Continue reading

The full circle approach for customer retention

Customer Retention

 

The marketing strategy of most businesses is linear. It starts with attracting the customer and ends with selling to them. However at A1 call center we have a different approach. For us, the marketing efforts by the business should be targeted for not just sale, but for retention of the customer. The customer should not enter and exit from a linear marketing campaign, but the customer should stay within the continuous circle of marketing.

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Virtuous cycle of Excellence

The marketing world has its own set of vices and virtues. Therefore the businesses have to be extra careful while planning their marketing efforts. Just one step on the vicious path and you will be sucked into a whirlpool. In no time, your business will be pulled down by the negative forces. It is difficult, nearly impossible, to break free from these cycles, as one step automatically leads to the other. The magnitude of harm increases with each repitition of the cycle.
The only way you can escape getting trapped in one, is by avoiding it.

The business has to be extra cautious and ensure that its very first step initiates them into the virtuous cycle. And once in this cycle, minimal marketing effort will bring huge returns. A virtuous cycle, just like a vicious one, is also self- sustaining and becomes more impactful with each repitition.

At A1 Call center, we provide a springboard for marketing department with our customer service support. Our qualified and well-trained customer care executives handle all the customer complaints with dexterity and promptness. This naturally leads to a delightful experience, which they tend to share. And your business begins to benefit from word-of-mouth-marketing (WOMM) and the customer base is ever expanding.

Virtuous of Excellence

On the other hand, some businesses scrimp on their call center expenditure and hire a sub-standard vendor. And they end up paying much more in the longer run, much more than what they thought they saved!

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A glimpse of our Call Center Agent Training Session

Training Room is one of the most fun places to be in A1 Call Center, next only to the Cafeteria. All our training sessions are followed by recreational activities and role-plays. But the fun part comes in only after we have a serious Quality Analysis and subsequent training.

Training In call center

This blog is written to just give you a glimpse of what goes on:

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New Year Resolutions for A1

Resolutions are not just a casual annual ritual for us at A1. We don’t make resolutions only for the heck of it and then break them at the slightest inconvenience. Each resolution is a commitment of us, with ourselves.


Uniquely, the resolutions at A1 are not individual alone. We make resolutions collectively as well. Like on behalf of our team, or on behalf of our entire company.

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Enhancing Call Center Services at A1 Call Center

We clearly understand the importance of the work that we do for our clients and the impact that it can have on their business. Further, we believe that our success is directly related with the success of our clients. Unless and until they are not making profit, we also can’t expect growth in our business. All these things motivate us to enhance our services so that our clients receive only the best and top-notch services and solutions from us.

Call Center Services

Here are some of the strategies that we follow to enhance our services:Continue reading