Tips to Define an Effective Call Center Management Strategy
Customers first contact a call center as part of the standard to discuss their needs and issues. More than 50% of communications are still phone calls in any call center. Therefore, it is necessary for a call center to define and execute an effective call center management strategy.
Here are the top 5 tips that can help you define an effective call center management strategy:
1. Hire experienced agents
If you have a team of experienced agents, then half of the job is done. Read More
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 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
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
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
Contactless Contact Centers: Everything You Need to Know
With the changing dynamics in the industry, many things are getting changed, too. From the COVID 19 pandemic to changing user behavior, advancements in technology, challenges with investment, etc. have changed the dynamics of contact centers. One of the emerging shifts in the contact center industry is the increasing popularity of contactless contact centers.
The contactless contact centers have been the buzz word and if you don’t know what it is, there is nothing to worry about. Read More
Stepwise Guide to Open a Call Center Startup
The call center business has always been in demand. These days it is evolving at a rapid rate because companies need professional customer care executives to take care of their customers and their concerns. For businesses, a more convenient option is to outsource customer care and support tasks to a call center than opening a complete call center, recruiting and managing agents, buying software like call center software, CRM solution, etc. This has opened doors of opportunities for many aspiring business owners. Read More
How to Increase Ecommerce Sales Using a Call Center Solution?
Due to the COVID 19 pandemic, which is still having its effect on various parts of the world, many industries have faced ups and downs. The eCommerce industry is one of those industries that have got benefited because of the pandemic. The habit of shopping in the brick and mortar stores has changed. People have moved more towards online shopping as it is safe and fun, both.
Along with the demand and popularity, competition has also increased in the eCommerce industry. Read More
How to Increase Customer Retention Using a Call Center Solution?
In today’s fiercely competitive market, retaining customers can be a great strategy. Therefore, businesses have increased the focus on improving the customer retention rate. Along with loyalty programs and other strategies, using the right call center solution and its right features can also help in increasing customer retention.