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Must-Have Features of a Call Center CRM

Call centers are gaining lot of traction these days due to the increasing demand for effective customer relationship management. With the rise of competition in the market, organizations these days are becoming more customer-centric. Each and every single aspect of a customer support center is crucially important as it determines the probability of a customer opting for your services or defecting to a competitor. Continue reading “Must-Have Features of a Call Center CRM”

Call Center Outsourcing – A Wise Choice or an Attractive Gamble?

It has been sometime since you have established your business. Pat on your shoulder, you have done a great job! Now, you have been receiving a huge number of calls from customers to enquire about your product/service. However, you are finding it tough to keep up pace with the calls, as you are falling short of the requisites for a good call center. Here comes the test – will you go ahead with call center outsourcing or try to strengthen your resources and call center infrastructure to build a good in-house call center?
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Six Qualities Customers Look for in a Customer Care Representative

There are certain customer handling skills that call center representatives should master if they are to act with discernment and expertise. Without these qualities, businesses run the risk of finding themselves in an embarrassing train-wreck when it comes to offering good quality service. They lose customers, as people are let down. Fortunately, there are skills that all customer support members can master to improve their customer interaction abilities. Continue reading “Six Qualities Customers Look for in a Customer Care Representative”

The Dilemma of Acceptable Call Holding Time on Busy Days

Long waiting queues are the bane of a call center. Customers do not like waiting. Whether they are tapping their fingers while being put on hold or staring at their watches in a checkout line, the time that they spend waiting definitely diminishes their customer experience. Long hold and wait times mean big service issues when they come up, lost sales, and customers wouldn’t mind switching to another service provider at a moment’s notice.

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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 service,there is often a significant chance for your company to suffer the damage. According to the infograghic below, 83 Billion dollars are estimated annual loss to U.S business due to poor customers service.

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Missed Call Solutions – How it is metamorphosing businesses as we know it

“An idea can transform the world and rewrite all the rules”. Why we are restating this quote from Inception, you ask? It is only because some years back a very simple idea occurred to Valarie Wagoner, Founder and CEO of ZipDial, who realised the concept of missed calls as a business opportunity. Since then, missed calls have been fast gaining pace and slowly being integrated as a fundamental part of business strategy for a host of businesses. Continue reading “Missed Call Solutions – How it is metamorphosing businesses as we know it”