Ever wondered about the difference between CRM and call center software? If you thought both were different names for the same thing, then you are in for a surprise. CRM, in call center application, is a software solution that helps a customer support agent access customer’s information beforehand to enhance customer service experience. On the other hand, call center software is an enabler that helps in activities like receiving, making and tracking the number of calls.Continue reading
Nothing diminishes the value of a product worse than bad customer service. You can have the best product in the market, but if your customer service leaves buyers disappointed, it will definitely impact your business prospects.
With several businesses striving to grab customers’ attention, it is disappointing to see their lack of sensitivity towards already-existing customers. It is actually the inexperience of companies that makes them prioritize their products, so much so, that they do not even think about customers’ experience while using their product. Do you know successful businesses do not always have the best product? If you believe otherwise, then think again.Continue reading
Having worked with a call center early in my career, I believe I am a lot more sensitive while talking with customer care agents. So, a fortnight ago, when I heard my wife screaming at a call center representative, I asked her to give me the phone to save the poor soul on the other side. It was a minor connectivity issue that was preventing my wife from talking to her mother on Skype. But after being handed the phone, I simply could not believe what I heard from the other side. The call center representative was screaming at the top his lungs and was not even letting me complete my sentences. It was as if he was in a personal battle to prove a point. This was not how I remembered I ever dealt with any of my customers.Continue reading
Email marketing is a vital element of the twenty-first century. It is just one of the most useful techniques of on-line marketing available today, with an exceptionally substantial Return on Investment (ROI) irrespective of the business that you’re in. Whenever your marketing aligns with the needs of the customer, a sale happens. Outsourcing email marketing and support has been a common practice in India.
Call center industry is just like living organisms. It continues to evolve for becoming fit for the survival with changing environment. This industry witnesses multiple new trends and technologies which allows it to grow as per changing demand of the market.
Some trends which are expected to be prevalent in 2016 are discussed below.
Usually, the user identity-related verification takes a long time which may frustrate the end-consumers. The voice biometrics will ensure that verification process is done passively thereby saving time of consumers and ensuring fraud prevention. Call center outsourcing firms need not to apply some sophisticated technology to implement voice biometrics.Continue reading