Key Advantages of Call Center Solution for All Businesses
Call center software is specifically developed to provide a tool that can help call centers to speed up its day to day operations and bring the best out of its team of call center agents and supervisors. There are many benefits of using this powerful tool and this is the reason it is not restricted to be used by only call centers these days. Along with the call centers, almost all businesses use this powerful tool nowadays. There are many benefits of using a call center solution in any business and in this article, we will share the top 5 pros of using call center software in your business.
1. Enhanced customer service
The call center solution offers many features to allow companies to cater to their customers in the most professional manner. Read More
What You Must Keep In Mind While Performing Call Center CRM Integration?
A call center solution is a vital tool these days. It comes with an amazing range of features that aims to increase efficiency and speed in an organization. There are many use cases of using a call center software solution in any organization regardless of its size and industry vertical.
CRM stands for Customer Relationship Management. This solution is used in different organizations to keep records of customers in a well-defined manner. It is also used to boost digital marketing campaigns to make them more effective. These marketing campaigns often increase results. Read More
How to Select the Best Call Center Solution India?
India has the fastest growing call center industry. The call centers and BPOs are at the peak and it will be in the future as well. The call centers need investment, skilled staff and advanced tools to achieve success. The India government has allured many investors with flexible legislation of foreign investment; India has highly skilled and passionate youth and the tools are available from reputable vendors. However, in the selection of investors, team, and tools, you need to be careful to assure long term benefits for your venture. In this article, we will share the top 4 tips to choose one of the most important tools for a call center or a BPO, namely, Call Center Solution India.
Why Predictive Dialer Is Must in the Call Center Software?
Call centers invest a significant amount of money on acquiring different resources, including tools and human resources. For example, every year millions of dollars are invested in agent training in the call center industry across the world. The call centers also invest significant money in getting the best call center solution to provide the required advancement in terms of technology to benefit agents.
Even if the call centers get the best call center software, they use traditional features. There are some features that can help you leverage many benefits. Read More
Top Tips to Improve First Call Resolution
First Call Resolution (FCR) is one of the important KPIs in the call centers. There are many key performance indicators that define whether the campaigns are successful or not. Thus, it is necessary to work on it.
What is FCR?
It is a key performance indicator that defines the ratio of calls that have given the required resolution in the very first call. It means the customer did not need to wait to get his or her problem gets resolved.
There are many things one can do to improve this KPI. Here are some of the top tips that one can use to improve FCR ratio: Read More
Agent Experience in Call Center Defines Customer Experience
Call centers often invest a lot of time, money, and resources to increase customer experience and satisfaction. Many of them receive success and many of them stay puzzled with a question: Even after putting all required efforts, why do not they get expected customer satisfaction ratio? The reason behind this might be dissatisfied agents.
Even if you have the best call center solution, but if your agents are unhappy, you are less likely to achieve success. Don’t believe me? This blog will share the top 3 reasons agent experience defines the customer experience.
1. Increased agent hopping results in untrained staff Read More
Cloud Vs. On-Premises Call Center Solution: Differences and Advantages
What is a cloud-based call center?
Cloud-based call center software is the one that is hosted in the cloud by a service provider. The cloud is used for storage and processing of all information. The functioning of this call center solution depends on an active internet connection having sufficient bandwidth. As a cloud based call center software is hosted in the cloud, it can be easily accessed from anywhere across the globe just by using an active internet connection.
What is an on-premises call center?
As the name suggests, the setup of this type of call center solution is established in the office premises. Read More
Top 4 Habits of Customer Centric Call Center
Companies and call centers invest a lot to keep customers happy. Customers seek for better services and not cheaper prices really. According to one of the statistics shared by the Thikjar, 55% of customers are ready to pay more to get better service. Yes, you read that right. Customers are looking for customer care support before and after the purchase. Nowadays, companies know the importance of happy customers and that is why they invest in the best call center software, integration of social media and other channels in the call center solution, train agents, and much more to do everything possible to increase customer satisfaction. Read More
Integrated CRM Is Must for Seamless Working in Call Centers
It is quite common for people to feel frustrated just at the thought of calling a customer support team for any product or service. That is the feeling that people have about call centers. However, with the tough competition faced by businesses in today’s world, they realize that the only way to be distinctly different from others is to offer world-class customer service to their customers. One such technology, which they can use to provide the best-in-class customer support is the call center CRM integration.
The CRM system Read More
How to Improve Call Center Metrics?
The call center not only provides considerable value to the organization, but is considered the most expensive of all other available departments. It is important to understand and learn how the call center department is performing in all respects and, what the best ways to maximize productivity are. Here are some ways to improve your call center metric:
Reduce Hold Time
Eliminating the wait time for customers not only increases customer satisfaction, but also reduces call center costs. If you let the caller wait in the queue, the cost increases and, unfortunately, many people hang up and end before the conversation begins. Read More