Sales are the most important function for any business organization, no matter how large or small it may be. Without sales a company simply cannot exist. This is why leads are considered as the lifeblood of a company. Flow of quality leads assures that the business continues to function as it is and even grow. Companies perform various tasks to get leads. They launch special offers, declare big discounts or launch coupons to attract the customers to their products/services. But trying to generate leads using the internal staff is not a viable option. Lead generation is a specialized marketing area and it requires experts. Now, recruiting a team of experienced professionals for lead generation is not a cost effective option. It may even tax your business profits. So, using the lead generation services from a reputed company is the best solution.
When an agent hits the floor of a busy outsourcing call center, he or she is bound by time. The ticking clock keeps on checking the productivity of the agent. On days they are superman and on others they turn out to be just an average person. In any call center, the call resolution time taken by an agent is recorded by the management.
Often the incentives and appraisals of an agent depend on the number of successful problem mitigations. In any other sector quality is given more stress then quality, but not in the contact center settings.
The management has to assure maximum call answering from their agents alongside quality services. As you can well understand it is a difficult art.In such a scenario the agents will take any help they can get. It has been seen that many under performing agents fail because of the complexity of work.Continue reading
The on-line world is filled with articles and news proclaiming the booming call center outsourcing industry in India. Over the years India has become the number one outsourcing destination for large and small businesses in the US. Even a couple of years ago any domestic call center in India was engaged with only work from the US. But the scenario has changed; today the call centers are not only servicing offshore clients but dealing with the domestic ones as well. Indian business world has realized the need of good customer support. The companies which would earlier rely on their in-house staff to carry out the customer support tasks are today getting in touch with the domestic call centers. But, what has made call centers essential partners for the Indian businesses?
Have you ever thought what exactly does convenience mean to a customer? Although the meaning of convenience has changed with the passage of time, it still matters more than anything else to someone who wants the best for himself in terms of service. Moreover, we live in a world where everything is just a click away.
In the light
Since the companies across the globe continue to grow both in number and size, every service provider targets the experience that is delivered to a customer. Consequently, organizations expect their business partners to do the same.t of this situation, customers look for value addition and expect you to be present at every point of contact they access. This is the reason even the slightest inefficiency is completely out of the question. Continue reading
Call center support: Not limited to receiving calls
Whenever we talk about a call center, we usually picture an office with many employees sitting next to each other and attending the calls of customers. Irrespective of whether an enterprise possesses the capability of setting up its own contact center or utilizes the services offered by an outsourcing company, quality of service is something that matters more than anything else. In addition, the widespread expansion of call centers has made it possible for people to meet the requirements of customers in an efficient manner. This also gives a boost to the sales and thus ensures success to your business.
We live in a world where competition is inherent to every field of business. Every service provider wants to make it to the top in the minimum time. In this situation, bottom lines and cost savings also matter a lot to the overall performance of an enterprise. Consequently, the majority of companies outsource their work to a third-party that is capable of making use of advanced technology to live up to the expectations of its customers. The trend of utilizing an external resource for a company’s internal function began as an experiment. However, it stayed and soon the hogged the limelight with organizations churning out huge profits. Outsourcing is now a business tactic to get the best at reasonable prices.
Globalization and cutting-edge developments in the area of technology have helped us conquer distance with the help of information. Although we may not be able to physically feel what is happening in a distant corner of the world, we still get the details of those happenings at the click of a mouse. The world has shrunk in the truest sense and each one of us is making the most out of this shrinking world. In addition, the individuals who intend to make hay in such an atmosphere do not have any dearth of opportunities and can be successful with a little bit of prudence.
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.
It has been rightly said that “customer is the king” as all the strategies, operations and activities of an organization are today focused on pleasing the customers and keeping them happy in everyway. Organizations are willing to invest heavily in customer support services in order to fulfill the expectation of their customers. call centers outsourcing has become a trend in the industry as it helps organizations in keeping their customers satisfied. However, I believe that customer support should not be used just to keep the customers satisfied. Customer support services should be used to exceed the expectations of the customers and give them an experience that would just amaze them.
Here are a few tips that could help contact centers in exceeding the expectations of their customers:
Understand The Reasons For Call: The first thing that you should do is start looking for the reasons which make your customers pick up the phone and dial your contact center number. Make sure that you do proper research and find out the reasons that tempt them the most. Once you are finished with the research, you should start analyzing the list. There will be many reasons for which you could provide easy solutions. For example, providing help links over the website could reduce the number of calls, simplifying the IVR would also solve many issues. Now you should start refining this list and come up with ten most common questions that customers ask. Make a separate list of these reasons and provide this list to each agent along with most appropriate actions and answers for the same.
Every organization wants to keep its customers happy and well satisfied with the quality of customer care support services, everything needs to be according to the customer requirements. Most of the organizations outsource customer services and various other non-core business processes to call center outsourcing vendors. This helps them in solving many of their business problems and enhances their overall performance.
Tips for keeping your customers satisfied with your customer care support services:
Listen To Them: Being a good listener could help you in becoming a very good customer care agent. Most of the customers complain that the agents don’t listen to them properly. Become a good listener and you would soon become the most successful agent.
Provide Good Customer Experience: There is a difference between customer care support service and customer experience. The sooner you understand this difference, the better it will be for you. The kind of experience that you provide your customers when they call you can have a huge effect on them. Provide them a good customer experience and they will be fairly satisfied even when you are not able to solve their issues.
Make Them Feel Loved: You should try to make your customers feel loved. When they call in your customer center they should be treated with utmost respect. All their queries should be listened to attentively. If they had to wait for some time before they were connected to an agent then an apology should be made to make them feel cared for. All these small things could make a huge difference when combined together.
Provide The Right Tools and Technologies To Agents: Your delivery center should be equipped with all the latest technologies and equipment required by your agents for delivering proper customer services. These tools and technologies could greatly enhance their performance and also save a lot of time. The overall AHT of each agent would also go down if they are provided proper tools for the job.
Keeping customers satisfied is very important for businesses as their whole revenue and functioning depend on them. Whether you offer virtual offsite receptionist services or you are one of the domestic call center vendors offering customer care support services, these tips would help all of you involved with call center services.
India has become world’s most popular outsourcing destination for businesses and organizations. India has a lot of advantages in terms of resources, geographical location, economy, and foreign policies etc which enable call center service providers in this location to offer low cost business process outsourcing solutions to globally spread organizations.
Help desk support is one such business process which is usually outsourced in India by foreign organizations. Here are some of the reasons which make India a favorable place to outsource help desk support services.
Availability of Cheap Resources: The huge number of available IT professionals and IT resources in India allow Indian call centers to acquire technical support associates at very low wages. This reduces to overall expenditure of a contact center and enables them to reduce the cost of their services.
The Strong IT Infrastructure: India is a one of the most rapidly developing nations in the world. The country has received extensive development in the basic necessities segment such as roads, transportation, power facilities and IT technology enabled commercial IT parks etc. All the major as well as small cities have high speed internet service availability which makes it possible for them to deliver outsourcing help desk solutions to offshore clients.
Stable Political System: Since its independence in 1947, India has been electing a democratic government for governing the country. The political stability makes it a safe and secure place to outsource projects.
Favorable Government Policies: India has very good terms and relations with most of the European countries, USA and UK. Many trade policies have been formed in India that provides huge benefits o organizations outsourcing their work to an Indian call center. The favorable policies made by Indian government are a big attraction for offshore companies.
Help desk support services are usually very critical for organizations therefore it is very important that they outsource it in a location which offers security, high quality and low expenditure. India stands up to all these factors. Outsource help desk support in India and get huge benefits.
We, at A1 Call Center, are among the top call centers in India and offer a wide range of BPO solutions to our global clients. Read this post “Enhancing Call Center Services at A1 Call Center” to know how we keep ourselves ready for any new challenges.