Call center industry is just like living organisms. It continues to evolve for becoming fit for the survival with changing environment. This industry witnesses multiple new trends and technologies which allows it to grow as per changing demand of the market.
Some trends which are expected to be prevalent in 2016 are discussed below.
Usually, the user identity-related verification takes a long time which may frustrate the end-consumers. The voice biometrics will ensure that verification process is done passively thereby saving time of consumers and ensuring fraud prevention. Call center outsourcing firms need not to apply some sophisticated technology to implement voice biometrics. Continue reading
Every firm aims to improve the sales of their products/services by applying cross-selling and upselling techniques.
Let’s first understand what exactly is meant by upselling and cross-selling.
Cross-selling is generally defined as selling an extra item to the customer along with the main product that customer is already buying. On the other hand, upselling refers to influencing the customers to purchase an item which is of higher value than the original product that customer was planning to purchase. Often, these terms are used interchangeably but they have distinct meaning.
If done strategically, these can improve the sales of the business and can help in achieving the targets more quickly. Continue reading
Customers are the most important members of a business, whether it is small or large. They are sources of revenue and keeping them happy is the most crucial aspect for the business managers. The companies now rely on the capable services of the call center outsourcing vendor to provide the services they require. This creates a lot of expectations and pressures on the agents in those customer contact centers to perform. Secret code to meeting and even surpassing the expectations of the clients or your immediate managers is to be more customers centric. Continue reading
A modern buyer is far more conscious than before and seeks detailed information about a outsourcing service. In the absence of call center services, an organization loses the opportunity to add a new customer to its existing customer base. Likewise, when an existing customer calls up your contact center, he looks for a feasible solution to his problem. If you fail to satisfy your customer as a service provider, then you might end up losing a valuable customer to a competitor who is always ready to grab such an opportunity.
The present scenario calls for outsourced services and the enterprise that fail to do so struggle hard to match the service level of their counterparts. Often, offshoring is preferred by organizations that intend to counteract that effect of ongoing economic instability in a smart manner. Customer support solutions not only offer the much needed satisfaction to your customers, but also allow your enterprise to retain its customers without adding to its workload unnecessarily. If your customers are allowed access to an efficient support system, they would sing praises of your services and thus contribute to your brand image. At the end of the day, word of mouth works faster than any of the tried and tested marketing strategies. Continue reading
Team leaders play a very crucial role in a call center as they are responsible for handling teams of agents who communicate directly with customers. The responsibility of these agents is directly on these team leaders therefore it is necessary that they are well skilled and productive.