More often than not, a customer service agent is happy if he is able to solve a customer’s query on the first call. Regardless of how the call went or how the rapport was, most agents feel proud if they are somehow able to finish the call with a roundabout resolution to the customer issue.Continue reading
Nowadays, analytics are everywhere. Big data, AI (Artificial Intelligence), BI (Business Intelligence) and what not, there are so many technologies out there that are promising to change the way businesses are carried out these days. The same is true for the call center industry with so many promising analytics solutions available in the market that can be used for improving day-to-day call center operations. However, most companies which carry out their call center operations in-house remain unaware of such tools. This is the main reason why they struggle to manage their workforce and (the biggest disadvantage) are unable to learn how to improve their business operations from customer contacts.Continue reading
Artificial intelligence (AI) has evolved considerably in the last few years. Its impact can be seen on a number of technologies and domains that are progressing ever so quickly after AI infusion. According to Delolitte, 56% of technology, media, and telecom enterprises are expected to invest in artificial intelligence. Customer service industry has also started using AI-powered technologies. Companies that are employing AI have a higher rate of customer and employee satisfaction than those who are staying away from it. Hence, it makes good business sense to outsource call center services to a company that utilizes AI.Continue reading
The life at a call center is very interesting for people who want to make it their long term career. A friendly environment with a professional set-up of ergonomically placed interiors sometimes motivates the customer care executives (CCE) in a better way. Especially, the workstations from where they make calls are so far the most important aspect of interiors.
CCEs spend 90% of their scheduled hours in these cubicles. These cubicles become a secondary home for many of them. Some telemarketing call centers do not allow to customize the cubicles, but a most of them gives the freedom to decorate it as per the wish of the employees. Now, the question comes – Is really essential to decorate your personal cubicle? How does it help you?
The answer is simple. The cubicles may not have a long lasting effect on the working style, but it can certainly develop some inspiration or motivate the CCEs to perform well. The love for a cubicle is like the love for their place or responsibility. A cubicle can beautifully decorate with some motivational posters, some quotes, photographs of some renowned personalities, etc. The cubicles at the phone answering call centers may have a very little space. But if planned accordingly, these places can be a perfect example to define their personality and creativity which in turn can motivate the other employers to a great extent.
Some tips to decorate the cubicle:
Your cubicle can be decorated with some flowers. We all like fresh flowers in a vase. The cubicle can also be utilized for keeping a note book, a pen stand, some statues of Gods, etc. Others prefer to paste their best quotations, sketches, cartoons, collage, etc. Moreover, some CCEs like to keep the cubicle empty but it is much disciplined.
What Can Your Cubicle Highlight?
A well-managed cubicle can be a great source of inspiration for the calling agents who does not prefer a mandatory discipline inside the office premises. They might ignore these small parts of sincerity for a day or two. But on a serious note, if they happen to see it daily, they are bound to change their habit and bring some changes in their behavior too. Discipline is very much essential to show success in the telephone call centers services.
It is just a matter of perspective for many of us. If we keep our workstations well arranged, our love towards our job will certainly be positive and inspirational. Call center outsourcing companies need to concentrate on these small aspects that actually work as the pillars of growth.