Category Archives: Call center industry

Call Center Agents

Importance of Innate Call-Handling Talent in Customer Services

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Humanity hasn’t been able to measure everything. There is no machine which can calculate the honesty of a person. There is no unit which can measure the happiness levels of people. And most often, these are the most important qualities.

We all like to be with a person who exudes positivity. And we all loathe a person who indulges in malicious back-biting. When we are choosing a friend, we don’t take into account the marks a person got in high-school, or what is their income. All that we are concerned for is- is the person trustworthy?customer service executives

Similarly, when a customer is speaking to a call centers agent, it doesn’t matter whether the Agent is a graduate, or has 10 years of industry experience etc. All that matters is – is the Agent polite and helpful while talking to you?

These immeasurable skills are together called as ‘soft skills’. The qualities like politeness, tone, tenor, calmness, charm etc. are of utmost importance for a call center agent. But unfortunately, there is no way you can measure any of these.

There are ways to calculate things like – Wrap-up Time, Idle Time, Abandon Rate, Average Speed of Answering etc. But there isn’t any way that you can calculate whether you touched the heart of a customer, or how much satisfaction were you able to provide them.

We at Bluechip Callcenter realize the importance of the incalculable. And that is why we give priority to soft-skill trainings for all our call center agents, especially those working as customer service executives.

The whole emphasis of our trainings is to not just become good call center agents, but become good human beings and hone our soft skills along with hard-skills. It is most important for you to master these intangible soft-skills if you want to excel in your work performance.

If you are happier inside, it will show. And even though we can’t measure it, we will know!

Acquisition of Manpower for Call Center Services

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Call center industry blooms only with the qualitative service and the services can only be better when the BPOs hire exceptional and intellectual agents. To achieve this target it has been observed that most of the call centers hire professional or a third party that easies the process and outsource a candidate that can be perfectly measured with the client’s requirement. But there should be a great care taken by the individual human resource team in the contact centers and prepare themselves with the tactics of hiring the best in no time.

Here are some of the tips and suggestions that can help the BPOs to deliver call center services with the recruitment process:

A) Make sure that you explain the job descriptions to the consultancies and to the candidates before the interviews are conducted. This is important to judge the interest of the candidates in the exact profile you need agents. It also helps the candidates to prepare a little so that the process can be completed within a small period.

B) The human resource team should have the experience to read the psychology of the candidate. Assessment can be made successful if they are skilled with questioning techniques. As call center services is all about communication skills, make sure that the candidates is capable to speak in a fluent manner and handle the pressure of the industry.

C) If the candidates are experienced make sure you inspect all the documents and review the CV. Look at the experience in the relevant industry and how stable the candidate is. If the candidate has no stability then hiring the same candidate can be a serious loss of time and efforts.

D) Look at the potential of the candidate. A good candidate should be hired even if he/she needs to be paid a little more. As the attrition rate of the call centers is high, it is important that the candidates are kelp engaged by any means. A better candidate can deliver better call center services.

E) Try to appoint the candidate in his areas of interest. There would be some candidates that are dedicated to some special subject matters only. If you can judge the potential of that person may be you are justifying that and the performance level would touch the zenith of excellence.

It is simpler and easier to follow these steps to make a resource to an asset.

Call Center Outsourcing Agent

Dedicating Call Center Executives on Queue Metrics – It is Easy

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The operations department of call center repeatedly devotes their precious time and effort in data monitoring and display solution. All these are carried out with the desktop applications, LCD digital signage, LED wallboard, email alerts or web dashboards displaying metrics from internal databases. All these metric help the call centers assists the agents to deliver better customer service results and assist the entire business development process to excel.

Therefore, it is very essential that the CSRs draw an attention to these innovative tools. The information displayed on these digital tools are always helpful but the stress and hectic working hours in the call center outsourcing industry tend to divert the agents only towards their duty. Multi-tasking is always helping them to achieve better results and to attain the best level; there are certain tips that will motivate the agents to pay attention to call center wallboard.

Updating the contact center signage on a regular basis is a practical way of drawing attention. Attractive data on repeated basis will turn on the agents to concentrate better. Therefore, there should be a specific person who should be appointed in creating newfangled digital signage software views at least monthly.

Utilizing non-work related media in the call center operations is also a good way to build interest in the industry news and recent trends. Regular updates on contact center displays will actually make calling executives more productive. Any instructional message from management can be directly forwarded with this approach. News on the latest call center technology will always attract the agents.

Allow the agents to keep a thorough eye on the contest that keeps going in any departments. A contest can develop better interest to excel better and desire to take the individual rapport in the industry. Broadcast a contest in the digital signage or through e-mails and grasp the attention of the agents in a short time. No doubt these are hardly practices in the call centers, but these can actually allow the agents to keep a constant eye on these digital mediums.

Clean & clear information is another factor that can ensure better level of call center metrics. If clear information is not expressed properly, the long term attention of an agent can be go to ignorance status. Analyze the format size and the color of the texts and how exactly they can make a viewer stay tuned for long hours. The process can also be benefited with the integration of lock or pop-up desktop metrics applications.

Customer Care Services

Permanent Solutions to Blunders in Customer Care Services

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Call center services gets utmost popularity only when the customer care service levels is meeting the demands of the customers. The customer care process is not limited to convince the customers over a telephonic conversation, but also to keep them well integrated with the technology and the most recent trends that rule the customer’s mind. Although the call center executives are provided with the best industrial training, still there remain some grey areas that affect the trust and loyalty. Many blunders are emerged out of which few are very common and needs a serious look-over to these matters.

Here are some of them:

One Time Business:

most of the business establishments follow a policy that remains concentrated to limited clients. Business that floats on customer care needs to focus a relationship with the client that is carries for a longer period. Your customers need to be well respected and you get some best deals from their references too. Customers need a feeling of security to deal in future. Therefore, start to act ethically with your loyal customers and you will be always benefited for sure.

Excessive Information:

This is one of the most common and repetitive factor affect hampers customer care services. There are many customer agents in inbound call center services who provide their customer with excessive information over a telephone. This seems okay for the individuals who are able to grasp them in one. But a majority of customers finds it complex to remember the huge data that is being explained to them. Therefore, it is recommended that the agents try to communicate with simpler processes and send the other technical date using the modern communication tools such as –e-mail, forums, etc.

The Silent Reply:

Calling agents engaged in order processing services have the habit of keeping themselves silent when they run out of any answer. This will simply mean that they have no knowledge about their industry types and customers will thus develop a feeling of insecurity and discontinue their business.

Fake Promises & Same Reply:

A business that makes fake commitment to their clients can never proceed with a bright future. If you have done it earlier, try to stop it immediately and make sure you clarify your limitations with the clients on time. If the clients understand your issues they can really excuse you and make some better deals in the future, because of the loyalty you presented. Stop making fake excuses and ask for some time to deliver the results.

All the above mentioned points will surely help you to retain your customers and take the customer care services to a better position.

Night Shift In Call Centers

Night Shift In Call Centers Made Easy – Learn It How!

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Life at a call center can be a great fun and excitement along with the professional environment. As a call center worked for some definite international and domestic processes, the shift timings can rotate simultaneously. If you were never ready for a night shift, then it is time to wake up! As an employee of BPO industry, you need to adopt to the business hours of another country. Working in the night shifts can be a little difficult at the initial level. But the gradual practice and dedication to the business ethics will make you comfortable within a short interval. There are certain ways to make it an enjoyable experience.

Here are five suggestions to turn the night shift into a normal life. Read them carefully:

1. Don’t Keep Your Stomach Empty

The hectic schedule of an offshore inbound call center may keep you busy and you can easily lose interest in the eating habits. Therefore, it is recommended that call centre executives (CCE) carry food, snacks, water, etc. to keep yourself active during night shift.

2. Rotating Shifts in All Conditions

The process of rotational shifts in the call center outsourcing environment is very common. Therefore, in order to adjust with all the international shifts, request our team leader to rotate your shift from morning to afternoon, afternoon to night or from night to morning. This will make your body and mind work with a perfect co-ordination.

3. Sleep Is Must

A perfect sleep schedule acts as an energy booster. A sound sleep of about (7-8) hours can be a perfect medicine to cure mental stress and physical stress as usual. Calling agent who tends to work in rotational sleep finds it a great challenge to make it a part of daily life. Therefore, it is advisable that a CCE agent should set a fixed schedule so that the health does not deteriorate with the changing style of work.

4. Engage In Social Activities

Socializing is an excellent method to keep yourself relaxed and happy. Try to spend some time with your family members, your loved ones, etc. It also helps to keep you mentally fit. Engage yourself in your passions and hobbies and go out for vacations when you have enough time to rest. Playing with your pets can also be helpful to kill stress. Working in night shift does not mean that you are detained from personal life. It is your life and you are the best person to judge your choices.

5. Keep Fitness

Keeping yourself fit during the professional life at inbound call center is essential. As the schedule becomes very hectic, it is common that most of the employees suffer from common ailments like stress, obesity, etc. Engage in some physical fitness program by joining any gym that is opened 24 hours.

These tips can really help you to perform better in the professional life during night shifts. Engage yourself and it is always better to make a routine that controls a disciplined schedule