With so much of work being outsourced to offshore vendors, it has become necessary for organizations to ensure that they are partnering with the right outsourcing vendor. The boom in the outsourcing industry has resulted in a huge rise in the number of call center service providers. Not all these vendors offer high quality services. You might end up outsourcing your services to someone who isn’t able to deliver expected results.
Today, customer is the king and it is necessary for organizations to treat their customers in the same manner.
Organizations rely on their contact center department for keeping their customers satisfied. These contact centers, also called as call centers employ various agents who handle the incoming as well as outbound calls on behalf of the company and solve the queries of their customers.Continue reading
The ever evolving technology has changed a lot of things in our lives. For instance, it has provided a wide range of new communication channels and mediums for us. SMS, email, web chat and social media are among the most common modes of communication that have evolved with technology in the last decade. Organizations have also grabbed this opportunity and have started providing customer support services on these channels.
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.
Scripting has become a very normal thing for call centers and they have become too dependent on them. However, saying that scripts are evil or bad would be wrong. There were no scripts when the first dialers came and the agents had to respond to the callers as soon as they picked up the call and then move forward with the call. It didn’t mattered what type of caller was on the other end, the agents handled each caller without any scripts and they did pretty well then. However, today scripts have made it easier for call centers to deliver quicker and better customer services.Continue reading