Call center is a vital component of modern-day business machinery. A lot of things hinge upon the success of a call center, especially in today’s time when customers are more demanding than ever. When customers feel unappreciated, they show their anger by leaving your brand. So, it is vital that you provide them the experience they deserve by hiring a competent US based call center. Although outsourcing a call center can be a tough decision, you can reduce the cost and at the same time improve quality by finding the right vendor for your business.
Every firm aims to improve the sales of their products/services by applying cross-selling and upselling techniques.
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
A contact center is an area where the phone never stops ringing and the pings keep on coming endlessly. Have you ever thought how taxing a situation that can be? The agents have to often sit in a single place for hours answering the queries of their customers. There is no scope for relaxation. Even when they are done with one caller, there are several others waiting in the queue for their turn. Queues are not a privileged option for any customer support services. If they make people wait in queues it is only by compulsion. The thing is no process owner is sure how much staff is needed for a typical customer support process. There are days when there are hundreds of calls while on others there are thousands. So, the process owners are under the dilemma. This dilemma causes the queues. There is always insufficient staff for the processes no matter how well calculated the allotments might have been. This is where queuing and routing are such important functions for contact centers.Continue reading
The technology, and the world as a whole, is changing at a very rapid pace. The way people communicate with each other has changed a lot in past few decades. With the advent of telephones, mobile phones, computers etc, people started using these channels for communication purpose. Today, these channels are extensively used by customers for contacting businesses and service providers.
There was a debate on one of the Google hangouts on the topic – “Will Technology Kill the Call Center?” a week ago. We at Bluechip Callcenter feel that the answer is an emphatic ‘No’. As a matter of fact, the Call Centers were born because of technology. It is only after we advanced in Information Technology, and when internet enabled VoIP calls could be made easily by sitting in one part of the globe, and talking to somebody in another hemisphere, that we actually saw the boom of Call Center industry.
Technology has in the past played the role of enabler for the call center industry, is doing so in the present, and will do so in the future too. One of the noticeable transition is from pure Call Centers, which use only phone, to Contact Centers, which use other internet enabled communication channels – like an e-mail, chat support, fax etc. CCaaS (Contact Center as a Service) has become possible due to evolution of call centers along with technology.
Following are the three prominent Call Center Outsourcing Trends in the technology field:
1. Cloud in the Call Centers
Gartner, one of the top market analyst think-tank has predicted that 75% of contact centers will integrate with one or the other form of cloud.
2. Analytics for Call Centers
Better systems and tools have been developed for reporting and monitoring of the Call Center Agents with technology to record and store all these call recordings. This will give us better analysis for each call and also better quality, and a welcome trend in call center outsourcing.
3. Web enabled Self-help along with Customer Service
Customers have always wanted self-help material about the products they buy, like a detailed how-to-use manual. These how-to programs are now increasingly available on the web for customers. In such a scenario, the call becomes the last resort for the customer. They call only after they have failed to figure it out themselves through the self-help. In such a scenario, the assistance by the Agent becomes all the more crucial.
So as the latest trends of call centers outsourcing indicate, technology and call centers have symbiotic relationship. They are not here to kill each other but to help each other grow!