Nikita Arora

7 Benefits of Using Call Recording Software in your Call Center

A call recording software records phone conversations over VoIP (Voice Over Internet Protocol) or PSTN (Public Switched Telephone Network), and stores them in digital audio format. The software may have call logging functionality as well. It is extremely important for call centers to have a call recording software to provide excellent customer service, and that …

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30 Must Know Call Center Terminologies

You might not want to agree, but in our daily lives, we use abbreviations and terminologies without knowing their proper meaning or usage. Other times, we might be familiar with the terms, but fail to realize that person we are speaking to might be clueless with those words. In a call center, having in-depth knowledge …

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Key Ingredients of Call Center Agent Training Program

Agents are assets to a call center. Their performance decides the company’s growth. Coaching and training the agents is like adding salt to the call center success recipe. It is imperative for organizations to set up proper inductions and regular call center training sessions. The coaching should have elements which can turn your agents into …

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8 Phrases to be Avoided by Call Center Agents during a Customer Support Call [Infographic]

There are things we are all taught not to say. Don’t ask a woman’s age or call her fat. Never ask a man how much he makes to earn his bread. Similarly, your customer support agent also needs to be taught what they must say and what they must avoid. Unintentionally, your agents might be telling …

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Why Customer Retention is Equally Significant as Customer Acquisition?[Infographic]

It is significant for the companies to acquire new customers for the growth of their business, but while acquiring they forget the value of customer retention. Treating your existing customers is way more important than you think. If you don’t delight them with your service, your competitors will. When your customers aren’t happy with your …

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The Call Back Feature: A Must-have for Call Centers

According to a Harris Interactive report, 75 percent customers believe that it takes too long to reach a live agent. It is no wonder then, that the number of abandoned calls is very high. However, the call back feature could well be a revolution that increases customer satisfaction significantly. This is a computer telephony feature …

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