Among all the metrics measured at call centers, Average Handling Time or AHT is the most commonly used metric used at major call centers for measuring efficiency. We, at Bluechip Callcenter , also use it extensively, in collaboration with various other metrics, at our delivery center for measuring our performance.
Every business which needs a service to just basically receive their phone calls gets confused whether should they go for an IVR or for a Phone Answering Service.
Deciding which is better of the two isn’t as easy as it seems, because you would get a list of advantages and disadvantages for both the kinds. If you surf the internet, then typically you would find that those articles which favor IVR are posted by IVR service providers, and those articles advocating Phone Answering Services are typically written by its service providers. So essentially these articles are written to further vested interests!
We at Bluechip Callcenter have therefore brought an objective comparison for you between phone answering call center Service and IVR. And yes, we can claim to be objective and neutral as we at BlueChip offer both the services – IVR and Phone Answering services. So we needn’t swing opinion in favor of one, just to attract clients.
So as you can see in this comparison, there is no hands-down victory for either of the solutions. Both have their advantages and disadvantages. While IVR works best in certain situations, Live Phone Answering works best in another. Whichever you choose, the aim should be accomplished that no call should ever go unanswered.
These days you can easily combine both to get your perfect call center outsourcing solution. Like many enterprises have pre-recorded greetings from IVR, and then the option to speak to a Live Agent also as one of the options in IVR. So why stress over Phone Answering versus IVR, when you can get best of both the worlds!
The performance level of a team is matter of great concern for many business establishments. Especially, when it comes to a call center industry then the service level of a team will completely depend upon their style of working. The performance of a team in the telemarketing services industry can face a great challenge to meet the deadlines and thus there is a probability to show poor effort while meeting the company demands. Let us discuss some of the symptoms that determine the poor output of a team in a call center industry.
It is the duty of the management to recruit a team of human resource team that has the ability to recruit the best candidates for the business outsourcing process. If they do not understand the processes then they won’t be able to fix the proper people into the best operations. If the right candidate is hired for a team then the co-ordination will be perfect and that will definitely lead to the success of a great team.
After the hiring process, it is important that the individuals are sent to a team where they can perfectly excel of their own. There would be candidates which come from various academic backgrounds. They should be sent to a business process where they want to work. This will allow them to show better efforts and enhance the Phone Answering Service Company’s profit bar to a greater level.
Bluechip Callcenter has a team of experts that can easily recognize the intellectuality of the candidates and how their talent can be cultivated. There would be numerous candidates who just come to a BPO industry to spend a little time or simply saying ‘Time Pass’. Never allow these candidates to go for a complex process. For them the customer care services process is the best.
The fresh candidate needs to be specially trained with a series of training practices that will not only help them to develop better communication skills but also to develop their interest in the new industry. If they are sent to a team that does not provide them practical assistance then the individuals will tend to carry their work in their own way.
This can be dangerous as an inappropriate communication can mislay the client’s rapport. Therefore, it is appreciated if there is a perfect relation among the management, team leaders, trainers and the candidates. A transparent policy will minimize the discrepancies and force the team to raise a level excitement and dedication in the company success.