Archives: Blogs

How Autodialer is Beneficial for Call Centers?

It is a busy Monday morning when things are scattered all over the places after a hectic Sunday. You really do not know where to start tidying up from, and suddenly you receive a call, something which you would have least expected on a busy Monday morning; a cheery recorded voice starts notifying you about special promotions from XYZ telecom. You want to tell him where he can stick his special offer, but it’s less fun to threaten a machine. Nevertheless, you hang up the call and get back to your chaotic Monday morning while somewhere a computer dials the next number. “Hello, we’re calling with a special offer from XYZ Telecom!”

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When to Use a Predictive Dialer in your Call Center?

As we are bidding adieu to 2014 and wrapping up the final weeks of this year, many companies across the call center industry have still been indecisive that whether a Predictive Dialer should be implemented in 2015 or not.
Some may be having a thought that these are not as productive as having a call center representative in the office making the manual calls, while others just simply cannot understand the nitty-gritty of the entire process.
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How You Can Build Stronger Customer Relationships in Real Estate

Real estate industry is always tagged with terms like ‘huge growth’, ‘high return on investments’, etc. The demand for real estate (residential and commercial property) is highly driven by urbanization and household income. With internet penetration, increasing prosperity, improved regulations, and consumer awareness the demand of professional and educated real estate players rise.

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How to deal with Frustrated Customers in a Call Center?

In my previous blog, we discussed on the 10 Most Common Customer Frustrations that every call center should avoid. But by just trying to avoid them won’t help you. You should learn and train yourself to deal with customers who are frustrated, or worse, who are at the edge of switching. Handling customer aggravations promptly and in the right way would not only eliminate the chance of customers switching, but also improve their trust. So here are a few ways that will help you deal with infuriated customers in call centers;
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What is Agile Customer Engagement Hub?

You are living in an era where customer has many choices. He/she is also driving how he/she would interact with the business (Choice of Channel, Frequency etc). This creates a very interesting problem for businesses. Customer Interaction Management or Contact Center as a practice is simply insufficient. Entire focus on interactions and Customer interaction related KPIs leads to a very artificial experience.
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Adding Customer experiences to Telecommunications

Telecommunications is a big business. So big that it leaves marketers drool over its scale, scope, customer base, budgets, and the size of business it handles year after year. What makes it most lucrative, is its recurring revenue model. But little do the envious know about the challenges telecom businesses face; aggressively fighting for market share, regulation, technology convergence, and retaining customers.
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10 Most Common Customer Frustrations that Every Call Center Should Avoid

Calling any call center can be a nightmare for the customer. And telephone being the most popular and preferred mode of customer support, the stakes are high. With alternatives available at every corner, organizations should eliminate the trivial methods of customer support and come up with strategies and technologies that could transform their call center to a customer experience management system. Optimising on customer support can improve customer retention, customer acquisition, and sales. Continue reading “10 Most Common Customer Frustrations that Every Call Center Should Avoid”

Live Chat: A Powerful Tool, Not just a Widget

I think we can all agree on the fact that Live chat is a power tool for organizations. Not all, but organizations that strive to improve their customer experience. There are so many companies out there that solely depend on live chats to increase their level of customer support, minimize inbound calls for problem resolutions, customer assist, etc. But only a handful comprehends the leverage they can pull from ‘Live Chat’. Continue reading “Live Chat: A Powerful Tool, Not just a Widget”