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.

How I Resolved the Issue?

I disconnected the call, redialed the number and got the issue resolved in a few simple steps. And do you know what the surprising thing was: It was the same agent I last spoke with. Only this time I started the call in a polite manner and modulated my voice upon realizing it was the same agent.0

What I Discovered?

After some investigation, I discovered that my wife was calling a support number that appeared after a Google search. Later, I read through some forums online and discovered that there are freelancers who use Bing and Google advertisements to direct calls towards them and charge excessively for their services. These freelancers do not follow any set rules; they do not treat the customers the right way and sometimes even manipulate the system to earn more. It was an eye opener for me and it should be an eye opener for you as well.

How to Protect Yourself from Manipulative Freelancers?

The best way to stay safe from manipulative freelancers is by calling the number provided by the seller of product. DO NOT USE THE FIRST RESULT GOOGLE THROWS AT YOUR FACE.  A good brand will always employ a quality customer care service provider. Agents who work for reputed call center companies are trained well and they talk to customers politely.

In case, you still somehow find yourself in a situation where you have to talk to a freelancer (just like yours truly), you should never let them remote control your system via software like TeamViewer. They can access your critical personal information like Facebook passwords and bank account information, which they can later use for their personal gains.

A call center company with a good name in the market has a lot to lose if the information of its customers gets stolen. On the other hand, a freelancer has nothing to lose and everything to gain. Hence, always check thoroughly before making a call to a customer support company. Stay sure and always secure.


Call Center Outsourcing Trends that will Dominate 2016

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.

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

9 Upselling and Cross-selling strategies for every business

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

Small Businesses That Should Hire Call Centers

Generally, call centers are known to reinforce the relation between the clients and the company.

small business call center solutions

The call centers mainly have two broader types of service. First is based on handling queries and solving customer complaints related to a product or service.

Second is related to generating sales for a specific service or product by calling potential clients.Continue reading

How 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 therefore they carry a lot of responsibilities. Excessive and regular absenteeism of agents could have a highly negative impact on the client process and hurt their business badly.

Continue reading