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!

The silent ‘Social’ revolution in Call Centers

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Customer behavior is forever changing. And accordingly the methods of customer service as well. Earlier in the days of yore, customer service essentially meant home-visit by a company representative.

Today it is typically done over the phone, by just calling to the customer service call center. But the emerging trend is to deliver customer service online through the website, chat support and social media.

Social Media was earlier considered important from the angle of marketing to customers and capturing young and savvy target audience. So the customer engagement through social media was strategically increased. The businesses started talking to customers through social media platforms like Facebook, Twitter and Google+ etc. And as a result – the customers started talking back to the business.

social media customer serviceCustomers also started posting back their views, opinions and also their complaints. They started venting their anger and sharing their dissatisfaction and bad experiences related to the product.

Deleting these negative comments could be the solution to management of your FB or Twitter profile. But it is not the solution to management of your brand image or your customer base. Instead of deleting, you will have to deal with the customers and resolve their problem.

This is where Bluechip Callcenter call centers come into picture.

Calming the angry customers on social media requires similar skills as calming the angry customers who ring in the call center. That is why our call center agents working as customer service executives are making a smooth transition to being the social media customer service executive for your business.

Therefore we have we have instituted social media customer service team at BlueChip. More than 45% of our clients have asked us to include Social Media also as one of their customer service platforms. Just like the Call Center 24×7 support, the social media based customer service is also a round-the-clock work. And the use of social media to ensure customer satisfaction is a revolutionary development that is changing the call center’s functioning. It is possible that lesser calling would be required as integrated online customer service solutions will become popular.

To stay ahead of the curve, do ask your vendor before call centers outsourcing if they have online and social customer service facilities and skills? If not, you know that BlueChip Callcenter does!

Inbound Call Center Services That Fit Your Budget

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Attending phone calls is no mean task. You have to be calm and polite throughout as you answer largely similar queries again and again. Phone answering is a full time job if your business generates a good call volume. And the larger your call volume, the more number of people you need in your call center.

But not every business is able to afford an inbound call center. Even outsourced offshore call centers, which are cheaper than the homeshore or nearshore call centers, can be out of your budget.Inbound Call Center Outsourcing Services

What to do in such a scenario?

You could divert the incoming calls to all of your staff and make everybody double as a Call Center Agent.

Or you could get professional, polite Call Center Agents from BlueChip, on a sharing basis. Yes you heard it right. Call Center Agents can be SHARED!

By definition, shared Agents are those who work for more than two clients. As opposed to Dedicated Agents who work only for one client.

Shared Agents cost lesser to the business because the costs of maintaining the Agent are shared between various clients. You get billed only for the number of minutes the Agent answers on the behalf of your business.

Cost is however not the only reason that clients opt for Shared Agents. Some of the other reasons for preferring to hire Shared Agents instead of Dedicated Agents are:

  • Such low call volume that you can’t justify hiring a dedicated resource for it.
  • Call Volumes peaking only in a specific time slot and not always, therefore call centers 24×7 isn’t required. It’s prudent to have shared agent for the lean off-peak hours.
  • Flexible billings as you are charged by the minute, only for the time when the Agent was answering your calls.
  • Shared Agents are also used as a Trial method before finally placing a requirement of Dedicated Agents.

So when you are looking for call centers outsourcing in your budget, choose the Shared Agent plan from BlueChip!

Top 3 Technology Trends in BPO and Call Center Service Industry

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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.

call center outsourcing, Call Center IndustryFollowing 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!

Customer is the King of Your Business Kingdom

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You have to conquer the market. You have to expand your empire. In more ways than one, your business is like a kingdom. But never mistake the business owner as the ruler. The customer was, is and will always be the king!

Why? Simply because it is the customers who play the biggest role in the downfall or the victory! Inbound call centers, customer care services, call centers, customer care

Customers determine whether your business will be able to sustain or will it sink. Your customer base is directly proportional to your market share. The retention of your customers is what survives your business. And referrals from customers make your business rocket up.

So the remote control which decides whether your business will boom or go bust is in the hands of the customers. And definitely the person with the controls is the most powerful one. So no doubts here that the customer is indeed the king!

The next question is how do you please your emperor and ensure that you never earn the king’s wrath?

We at Bluechip Callcenter know the answer to this question. Serving as the inbound call centers for customer care department of various enterprises since so many years has taught us the secret to keep the king happy. Yes it is a prized secret, but we wouldn’t mind dropping some hints as we want every business kingdom to prosper and every king to feel happy after all. And the secret is – Listen to your king!

If the king wants to say something, then lend your ears. And don’t forget what your king told you. Always follow it. If the king wants something, then deliver it. If the king asks something, then answer it. If the king has an issue, resolve it.  You ought to listen to everything your king says, always.

This is what the call center Agents at Bluechip customer care services do on the behalf of your business. We listen to your customers and answer their queries, solve their problems and ensure complete customer satisfaction and happiness.

So the mantra for expanding your business kingdom – All hail the customer!