How to Create the Right IVR for Customer Care?
IVR (Interactive Voice Response) system used to be an independent solution and still many companies and call centers use it as an independent solution. Because of its amazing functionality and several advantages, many VoIP and telecommunication solutions have made it an integral feature. For example, a call center solution, IP PBX software, etc. solution has IVR as one of the features out of many available. Read More
How a Hospital Can Handle Abandoned Calls with a Contact Center Solution?
Hospitals have been adopting multiple technology tools to improve the patient experience. Just like many other industries, the healthcare industry also faces high competition. That is why focusing on improved patient experience is necessary. Technology tools such as an omnichannel contact center solution for the healthcare industry can help hospitals to overcome multiple roadblocks. One of the roadblocks that an omnichannel contact center solution helps in overcoming is dealing with abandoned calls. Read More
How to Write an Effective Call Script in 2021?
Call centers invest so much money in hiring the right agents and talented supervisors, buying a feature-rich call center solution, etc. All of this can fail if their call script fails. A call script is often considered one of the standard features available in the call center solution, but it has much value in a successful campaign. This is the reason it is necessary to get an effective call script. Read More
Which Are the Must Use Phrases in a Customer Care Center?
There is a one really useful proverb, called “Words Matter”. What you speak makes a huge impact on someone. In the call center and BPO industry, it is even more important. Whether a call center is offering customer care services or if it runs lead generation campaigns, words matter.
Agents need to know the right phrases to use during each conversation. In a customer care center, this becomes even more important. Customers get upset and furious about the fact that some things are not working as per the expectations. At that time, using the right phrases and be empathetic words is necessary. Read More
Tips and Strategy to Improve Collection in Collection Centers
Collection agencies need to take care of the tough job of reaching out to the people and ask them to pay the EMIs by the due dates. The collection agents are like assistants for many people that help them pay their EMIs on time for loans, credit card bills, etc. Collection agents give reminders and also help customers pay with convenient payment options such as on-door cash or check pick-up, online payment processing help, etc. However, in many cases, people do not pay their EMIs on time. Read More
Collection Analytics That You Must Know
Collection agencies specifically work for debt collection to collect EMIs for loans, credit card bills, mortgages, etc. Along with having skilled agents, the collection companies also need the best tools such as a contact center solution.
The contact center solution offers features like predictive dialer, lead grouping, etc. to speed up the process of collection calls. However, still, this is not it. The collection companies will also require add-ons. We have developed a specific add-on, called the collection module. Read More
How to Handle Call Overflow in Call Centers?
Call centers usually handle inbound, outbound, and blended campaigns. In the case of inbound calls, the calls are related to customer support, inbound sales leads, etc. In these cases, the call centers have to make sure that the users get attended to and answered as soon as possible. Also, the callers get satisfactory responses.
Sometimes, the call volume increases suddenly. It may increase for the long term or it can be a seasonal spike in the call volume. In any case, it is necessary for a call center to handle the call overflow professionally to avoid customer dissatisfaction. Read More
Tips to Reduce Agent Burnout in Call Center
Agents are considered success drivers in any call center. Agents directly interact with customers and they are the real brand presenters. The latest technologies have introduced call center automation. However, the fact is human agents are still needed and will be needed. The call center software or artificial intelligence technologies cannot replace manual resources. But, the good news is that these technologies can help in improving the performance of agents. Read More
Omnichannel Contact Center Best Practices
The omnichannel call center software is now used in almost all industry verticals. It has several advantages to offer such as:
- Increased reach
- Increased agent productivity
- Improved customer satisfaction
- Enhanced branding
- Increased ROI
- And many more
Many call centers use an omnichannel contact center solution. Read More
First Call Resolution and Its Benefits
The call center industry uses multiple acronyms and one of the most popular acronyms is FCR. FCR stands for First Call Resolution. In this blog post, we will discuss FCR and how it works. We will explore the major advantages of FCR.
What is FCR?
If a customer gets a resolution to his/ her query within the first attempt, it is called first call resolution. It means the customer called to get the query resolution and within the first call, he/ she got a satisfactory response. Read More