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Ameyo Callversations

It All Comes Down to Really Fantastic Customer Satisfaction

A recent Tweet connected me to Ashley Verrill. Ashley is a market analyst at Software Advice and has spent the last six years reporting and writing business news and strategy features. This was a fantastic opportunity to pick her brain on contact center technology and trends. With her unique perspective on the operation of contact centers and software, Ashley agreed to an e-mail interview and shed some great insight for businesses to learn from.

Great Leadership Tips from Fast & the Furious Movies

Fast and the Furious is a great series about the triumph of spirit and innovative thinking against unthinkable odds. The movie is a visual spectacle and worships the automotive brilliance of some of the best car makers in the world. It is an advertisement for muscle-enhancing protein powder, fast cars that seemingly fly, and most importantly, innovation.

The Tough Job of Selling Insurance



Selling insurance is one of the most challenging tasks in the world. I would probably rate it just below climbing Mount Everest. Ask any insurance broker or seller and they will testify. Why is selling insurance so tough?

How Intelligent Is Your Auto Dialer?


An intelligent dialer will determine which agent is free and route calls to them based on algorithms, which will boost productivity.

In a contact center, auto dialer has proved to be the lifesaver to the redundant manual process of dialing. The benefits range beyond just saving time. It is a cycle of saving time → more calls → more sales → productivity boost → more customers → more service → expansion of business → profits!

Topics: Predictive Dialer Call Center Software

Open Source for Business: Think Again

Approach open source solutions with caution as they increase maintenance costs in the long term.

A couple of months ago I went and bought myself a new Android phone. From the outside, the phone seemed to have it all. Everything that I needed was there: a dual core processor, QWERTY keyboard, full touch, and an in-built fully-automatic washing machine. OK, the last bit is not true.

Ways to Reduce Abandoned Calls in the Contact Center



Hold time is one of the key factors that is largely responsible for abandoned calls in the contact center. Even I have abandoned calls when faced with an excessively long hold time. The more calls you get, the more successful your contact center becomes and the more likely you are to face greater hold times resulting in increased abandoned rate.

It's More Fun in the Philippines!

A couple of weeks ago, when I left Incredible India for the Philippines, I was struck with the slogans spread across the airport: It's more fun in the Philippines. This was accompanied by various posters of breathtaking greenery and azure beaches. The first thought that would come to anyone's mind seeing these campaigns is of a tropical vacation.

Entrepreneurship in Africa: Are You There Yet?

Be ahead of the race as entrepreneurship in Africa is booming and offers scope.

The vast continent of Africa has been the birthplace of civilization and has a very illustrious history as well. The resource-rich Africa has scarcely seen efficient management of its resources. The image of Africa has been of a starving nation ravaged by wars and populated by tribes. But we are no longer in the 19th century now.

South America: The Rising BPO Destination

South American cities have been emerging as the top outsourcing destinations and hold a lot of promise.

This year, Tholons, a leading strategic advisory firm for global outsourcing and investments, came out with a promising annual list of top 100 outsourcing destinations in the world. According to the report, South America is one of three emerging outsourcing regions, along with Southeast Asia and Eastern Europe. Cited as having “progressed significantly,” the region has many emerging powers apart from the established destinations Brazil and Argentina. In all intentions, South America is the “hot spot.”

Are You Making Your Customer Smile?

A happy customer will lead to a long and fruitful relationship which will profit your business ultimately.

As an enterprise or start-up, do you ask yourself this question: How do I make my customers smile?

How an IVR software can save the day in Banking


IVR software will help deal with smaller queries of customers keeping the agents free to handle complex queries.

IVR (Interactive Voice Response) is a technology that automates interactions with telephone callers. An efficient IVR System reduces the cost of common sales, service, collections, inquiry, and support calls to and from the company. The banking sector sees it as a highly useful service. As banks receive a large number of calls every day, answering all of them with the exact information is highly exhaustible and time consuming.

Topics: IVR

Out with the Old, In with the New

Word on the Street: It's All About Customer Experience

Yesterday, I was trolling the net for my daily dose of news when one discussion grabbed my attention. The topic? You guessed it: Customer Experience.

5 Ways Mobile Value-Added Services Will Increase Your RoI

Mobile VAS ensures higher RoI and allows the small enterprises and entrepreneurs to advertise their services effectively.

Value-added services (VAS) on mobile are fast gaining a hold in developing countries. Small- and medium-sized enterprises, along with individual entrepreneurs are marketing themselves through mobile VAS as it ensures more return on investment than traditional advertising or even social media. In many African countries, and the towns and semi-urban areas across Asia, believe it or not, mobile VAS is more effective than social media.

Voice Broadcasting to Boost Sales


By investing a bit more in collecting and collating data for your CRM, you can hit the right customer segment, advertise your product effectively, and convert leads into sales. Highly efficient next generation predictive dialing technology gives you the capability to translate your well spent money on people, resources, and infrastructure into generous profits.

How ACD Can Help Banks Deliver Great Customer Experience


Use ACD to manage customer calls and intelligently distribute them to the right agent.

Banks, no matter what the size, have numerous queries to answer on a daily basis. These range from questions on simple matters like bank account inquiry to complex queries like application for huge loans. For the sake of handling customers, banks are divided into departments and sub-departments with each banking agent highly trained in their specific area.

How to Boost and Channelize Sales Through Predictive Dialer

Often companies with inside sales team have to track the inbound opportunities coming from their website. However, they also need to be proactively tracking the follow up calls and actions taken on these inbound leads as well as outbound sales campaigns. Advanced contact center solutions provide built-in auto dialing systems do this job skillfully, by not just increasing the number of calls dialed but also pacing them according to the agent preference and past behavior. The benefits of automated dialers are phenomenal to B2B as well as B2C companies for boosting productivity.

Topics: Predictive Dialer Call Center Software

4 Reasons Why You Should Get Serious About Customer Self-Service

Multi-Channel advances, coupled with mass adoption of mobile devices simply means that organizations can no longer run on age old service channel clouted by restrictions and limited availability. It’s about time that we get serious about Self-Service.

How Not to Get Blocked by a Customer

Organize customers into silos and then customize your campaigns targeting their specific needs.

Customers are precious, as well as highly temperamental. Sometimes even the most patient individual can be driven to frustration with poor service. A contact center should always keep that in mind. It is not just to maintain good relations with customers but a little organization of your processes also ensures that the money you invest in telesales campaigns is not wasted on dropped calls.

Technology as a Platform: The New Normal

Platform technology lets companies create new products, all the while being cost-effective.

At the International Contact Center Conference & Expo held in Cebu, Philippines last week (more to come on this event later), Drishti highlighted how technology as a platform is the future and how we can provide contact centers with business-specific solutions for various processes. And while we have been propounding this thought for a long time now, the industry has finally seen the truth of the statement.

5 Ways the Right Technology Will Advance Your Contact Center


Select the right technology for your contact center keeping the customer at the center and invest smartly.

When talking about technology, the debates are plenty. With cost being an important factor and numerous competitors in the market, buyers have to think carefully and strategically. After all, the technology solutions have to be used frequently and should sustain for a long time. The important factors thus are:

  • Cost
  • Resourcefulness
  • Ease of use
  • Longevity
  • Maintenance costs
  • Replacement options (in case of upgradation)