Believe it or not, but it is a proven fact that the physical layout of a call center actually creates a significant impact on its overall and individual performances. So when you are setting up a modern call center, it is important to carefully contemplate on the design, so that the performance of the agents can be maximized at all times.
The latest tech jargon – ‘Big Data’ and associated technologies have been penetrating the business world at a rapid pace. The explosion of huge data volumes growing at an exponential speed has potential to bring business value for a wide range of industries. Considering, the speed at which data is budding up, it is predicted that by the year 2020, 1.7 megabytes of new information will be created every second for every human being on the planet. Continue reading “4 Ways Big Data can Enhance Financial Firms’ Customer Service Level”
Imagine a day where you were facing some problems with your laptop. You call a service center to handle the issue. You want to speak to the service department but your call either gets dropped or transferred to the sales department where you explain your problem and ultimately end up with no answers and more questions. Furthermore, the salesperson tries to upsell and cross-sell their offerings, and augmenting your miseries. Till the time when the salesperson realises your situation you are already tired reiterating your issues. Continue reading “6 Merits of Automatic Call Distributor You Might Not Know”
A call center’s success is determined by its process, rules and regulations. For these reasons, a call center should ensure that proper rules and best practices are being implemented and adhered to. The faster they act, it is better for them. Continue reading “Call Center Best Practices for Better Customer Experience”
Call calibration session are extremely relevant to the overall performance of a call center and should be performed on a regular basis.
Call calibration process should be consistently done by the quality monitoring teams, trainers, campaign leaders and other relevant stakeholders. This way there is a good chance to review how interactions with customers are taking place, use the standard evaluation form to compare the quality scores, and conduct productive and effective discussion centered on a particular campaign. The primary aim is to ensure that the actual scores remain within a variance of 5%. Continue reading “6 Tips to Conduct a Successful Call Calibration Session”
Change is important. Change leads to evolution. And evolving makes it possible to be able to survive and thrive. It challenges you not only to leave behind your comfort zone, but to overcome difficulties with an invincible spirit. As the cliché goes, change is the spice of life. But more than often, we neglect changes. We fight hard to overcome all that can push us and challenge our set expectations and boundaries. One such industry where the variables involved are too many in a purely customer centric domain – Call Centers. Continue reading “8 Best Practices for An All Inclusive Call Center Training”
Many call centers have designed and implemented attractive bonus schemes to promote positive attitude towards work and improve productivity among their agents. They have devised bonus schemes for those agents who enhance customer satisfaction, take a higher number of calls or make greater sales. Many a time, it is observed that implementing unique employee bonus schemes have helped call centers meet their business goals.
If anyone would walk up to me and ask what device do I use the most – my head would almost immediately turn to my smartphone. I am sure that would be the case with most of us Millennials. Sure, we use the laptop and other devices for our daily chores, but it the mobile that has got us hooked with an endless array of apps. Don’t believe me? Here are 2 stats that will surely sort things for you.
90% of smartphone users in India use apps – close to 158 million
The digital transformation in the past few years has created an environment where consumers are tech savvy and are demanding more. Delivering great experience is now a must for companies, and marketers are prioritizing their services to take the level of engagement to the next level.
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