We all know that predictive dialing can enhance an agent’s productivity by 150% to 400%. But there is a hesitation in certain pockets of the industry to use this technology because a predictive dialer brings in high call drops, meaning the customers pick up the call but the system does not have any free agent to connect the call. This results in call drop which makes the customer furious …….!!! You would not want to call the customer the same day as you might hear “DO NOT CALL ME” or “TAKE ME OUT OF YOUR LIST”. Effectively this means you lost a sale just because your technology which should have helped you make the sale did the opposite by annoying your customer. Continue reading “Quick Tips: How Not to Annoy your Customers with a Predictive Dialer”
As customer expectations continue to rise, organizations need to focus on quality customer service and leverage it as a competitive advantage to increase customer engagement and increase sales. But to keep pace with their expectations, contact centers must implement continuous improvements and innovations critical to customer satisfaction and business performance.
Gurgaon, June 15, 2015: Ameyo (www.ameyo.com), a leading provider of customer experience and contact center technology, today announced that Savaari Car Rentals, a leading online cab booking aggregator in India has chosen Ameyo Customer Engagement Hub to streamline customer and driver interactions and ensure a cohesive customer experience. Continue reading “Savaari Car Rentals Chooses Ameyo to Spearhead Customer Journey”
Contact centers have gone through an irreversible evolution over the last decade. Businesses have embraced the concept of omnichannel contact center so that they can connect with customers on their terms. And digital channel – in the form of email, web chat, social media, and self-service channels continues its burgeoning growth as a popular customer engagement model. Continue reading “Contact Center Technologies – Go Digital or Die”
It should come as no surprise that call abandonment rates is on the rise, as call centers are being asked to do more with less, while facing increasing call volumes. At one of my free consulting sessions with a contact center manager, he asked me what can be a solution to reduce abandoned calls – a situation where there are multiple calls waiting to be answered by agents in the queue, the customers gets impatient and drops off. A high call abandonment rate is a sure sign of customer frustration. This can be a serious turn off for your customers and digs holes into the SLA of your contact center. Continue reading “Quick Tips: How to Reduce Call Abandonment Rates”
A call center manages numerous calls each day and at the same time puts a lot of effort to maintain a high standard of customer service. To determine the success of call center operations and to perform all the activities effectively, it becomes imperative for call center supervisors or managers to analyze and assess key performance indicators (KPIs). However, it is often not clear which metrics to measure in order to improve the day-to-day operations and increase overall profitability while providing quality customer service.
Gurgaon, June 10 , 2015: Contact center technology and services provider, Ameyo is pleased to announce that TaxiForSure, Leading Car Rental and Taxi Aggregator has once again chosen Ameyo to power their growing customer service demands with its sophisticated features and functionality. Recently Ameyo has helped to expand its services by extending its facility from a 250 agent licenses to 450 agent licenses within a week.
A sound and healthy working environment is something that each one of us demands today. It is beneficial as well as it enhances employees’ well-being, satisfaction and performance. Environment at Call Centers is extremely stressful therefore it is necessary to maintain a benchmark for employee engagement. Happy and engaged employees don’t just create happy and satisfied customers, rather they help in delivering exceptional customer engagement. Studies show that only 25% of companies feel that their customers are extremely engaged with their brand. So, what do great Call Center managers do every day to keep the existing customers happy and gain new customers?
Call Centers are intensely customer-focused and committed to delivering a high level of service and operational efficiencies. All call centers regardless of size have the same basic goal of driving customer satisfaction, grow revenues and control costs. However, there are several challenges that might arise while their journey towards delivering exceptional customer experiences.
Customer service in the digital era is more than having patience and a ready smile- even though it is critical to have them both. Working in a call center demands a lot of talents, mostly which are not limited to customer service requiring managers to ask the right questions before hiring applicants. Call center managers should realize that agents are a contact center’s most vital resource, and it is paramount that they take their time in hiring the right people before cramming them into cubicles. Continue reading “5 Questions You Must Ask Call Center Agent Applicants”
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