How to Minimize Absenteeism in Call Center ?

8 Simple Ways to Reduce Absenteeism in Call Centers

One of the biggest challenges in call centers is to reduce the rate of absenteeism. The absence of agents is something that affects the whole business functioning as well as the services. Call centers handle some of the most critical business processes for their clients and hence, they have a lot of responsibilities. Excessive and regular absenteeism of agents could have a negative impact on the client process and hurt their business badly.Continue reading

Call Center Outsourcing

Did You Know CRM and Call Center Integration Helps You Create New Customers?

Ever wondered about the difference between CRM and call center software? If you thought both were different names for the same thing, then you are in for a surprise. CRM, in call center application, is a software solution that helps a customer support agent access customer’s information beforehand to enhance customer service experience. On the other hand, call center software is an enabler that helps in activities like receiving, making and tracking the number of calls.Continue reading

Customer Care Service Provider

Don’t Just Call Any Call Center Call the Right Customer Support!

Having worked with a call center early in my career, I believe I am a lot more sensitive while talking with customer care agents. So, a fortnight ago, when I heard my wife screaming at a call center representative, I asked her to give me the phone to save the poor soul on the other side. It was a minor connectivity issue that was preventing my wife from talking to her mother on Skype. But after being handed the phone, I simply could not believe what I heard from the other side. The call center representative was screaming at the top his lungs and was not even letting me complete my sentences. It was as if he was in a personal battle to prove a point. This was not how I remembered I ever dealt with any of my customers.Continue reading

Call Center Outsourcing

Call Center Outsourcing Trends that will Dominate 2019

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 2019 are discussed below.

Voice Biometrics

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