Integration with in-house drives In the event of outbound call centers where telemarketing is the key region of focus, the hiring company should make sure the call center operations are correctly coordinated with in-house advertising efforts of the business. Some also consist of telemarketing so be aware if telemarketing isn’t something which you would like to do. Telemarketing is a science that applies personal attention along with time tested techniques to offer you unique business solutions.
Have you ever wondered what goes into the minds of clients when they are looking for call center services? It is a tedious process. Enterprises are carving out a section of their product or services and handling it to someone else with the trust that the other will genuinely take good care of it. This segment may not hold prime importance to the enterprise but in today’s case if this carved out segment is not taken care of then the company may hinder in it sustainability in the market.
Evaluation of Various Factors
The client has to undergo the extensive process of evaluation as to which call center would be the ideal agency that can provide justice to the product or service.Continue reading
You cannot part with your customers
Retaining customers is an art that every service provider needs to practice and learn with the passage of time. Every business owner understands that it is not possible to retain customers without providing them with a service of premium quality. Irrespective of the composition of your customer base or the group you target, you should always know and understand that a customer once acquired is not there forever. This is the reason one needs to adopt strategies for retaining customers effectively.
Like any other human being, your customer also needs care and compassion. If he does not get that from the one he expects, he chooses to be rebellious and walks out. As a service provider, it is your duty to understand that no customer would stick to you unless you are fulfilling his demands and expectations. This is especially true for the customers in today’s world who understand that they have an extensive range of service providers to choose from. Therefore, if your service does not work for them, they can switch over to a different company within no time. In addition, other factors like technological innovation as well as the improvement of services on a consistent basis also encourage organizations to serve customers better.
Essence of Indian flavor in customer support
Since competition continues to intensify in every area of business, business owners have chosen to look beyond in-house resources and opted for call center outsourcing services. If we look around, we would understand that the customer service industry is flourishing like never before. This is not simply because of the cost benefits that the customer support hubs in various parts of the world offer, but also because of the need that drives enterprises. Since each one of them wants to develop a competitive edge over its counterparts, joining hands with an efficient outsourcing partner helps.
Although there are many small and large outsourcing hubs, Indian call center companies remain the first priority of service providers in different parts of the world. Despite a very good image on a global front, the contact center companies operating in Indian markets cannot afford to sit back and rest on their laurels. In the light of this situation, let us examine the reasons why global business conglomerates look to India for customer service.Continue reading
India is one of the most favored call center outsourcing destinations for organizations spread in US, UK, Europe and Australia. There are many factors which make it such a favorable place for outsourcing call center services. Indian call centers offer many benefits to their clients which are not offered by call centers located in any other part of the world.
Here are the five main reasons for outsourcing call centers to India:
Availability Of Well Educated Professionals: India has a very strong and exhaustive education system which ensures that the talent that comes in the market is well educated and fit for different job roles. Maths, science and commerce are the main streams that are available for education in schools and colleges thus ensuring a regular flow of analytically strong candidates in the market.
Low Labor Cost: The cost of hiring an employee in India is much lower than what organizations have to pay for hiring resources in developed countries. The lower labor cost makes it an ideal destination for outsourcing business activities. Organizations are able to acquire high quality call center services at very low cost in India.
Favorable Government Policies: The government of India has created many policies that favor the organizations who wish to outsource their business processes in India. The whole process of outsourcing to India has been made easy and smooth for foreign organizations thus encouraging them to outsource more and more services in this country.
Flexible Business Engagement Models: The call center companies in India offer highly flexible business engagement models to their foreign clients. As organizations don’t need same number of agents all round the year therefore these models allow them to increase or reduce the number of agents working on their process with ease.
Businesses need to earn, make money in order to function and survive. For this, they need to generate leads that could be converted into sales. This eventually brings in the money and keeps the organization running. However, generating qualified leads that are likely to get converted is not an easy task. It requires experience, special skill set, expert resources and proper infrastructure. Organizations usually do not have the knowledge of generating leads as this comes under their non-core business activity. They will lose more by setting up an inhouse department for it; instead they should outsource lead generation services to someone who has the right knowledge, experience and expertise required for the task.
Lead generation services outsourcing offers huge benefits and could easily help you boost the sales for your business. Here are some of the benefits of outsourced lead generation services:
Perfect Client Selection: The lead generation experts know exactly how to profile clients that are most likely to get converted. They use various strategies to find out every bit of required information about the client and find out exactly what the client wants. Thus, making it easier for you to pitch the prospects for sales opportunities.
Targeted services: It is very important that you are in conversation with the decision making person. Vendors offering outsourcing services know exactly how to find the right people. They are well versed with the kind of research and analysis required for correct targeting.
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.
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.
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:
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.
Major disruption is heading towards call center Industry. While Smart phones, social media, cloud based technology etc are drawing significant attention, there are epic forces coming together to change BPO industry that has been comparatively stagnant for the past few years. The wide range of call center outsourcing customer care services will also be radically impacted since the call center is at its heart. The quick endorsement of smart devices by customers is taking a toll on the deployment of customer care technologies. The social business revolution has provided a great jumping-off point for companies to consider how marketing, sales, and services should be. An integrated, holistic approach is what everyone is looking for.
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:
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.
Call centers can be very hectic for agents and other employees working there. It is the nature of the work that is done in these places which makes the task hectic. The pressure increases with the increase of call volume therefore it is necessary to implement certain strategies to reduce pressure on call center agents at this time.
We, at A1 , have faced such situations many times and have developed some very effective strategies that have helped us in reducing pressure when the call volumes increase.
Some of these call center strategies are: