Call Center Industry News and Tips
Virtual Call Agent – Rendering Quality Service Through Its Various Features
By Hemank Sharma
A contact center solution is needed in order to set up a virtual help desk. This solution center usually comes in varied sizes and one can adopt one considering the type and the size of the business that one is trying to set up. It is well equipped in order to provide quality service to its clients.
Improve Call Center Performance
By Rama Krishna
Even though a call center is all about answering calls and solving queries, managing a call center is a highly complex task. The task gets more complicated if the call handling organizations are large. This is because, the larger the corporation gets, the farther away the decision makers get from the customers. So, it is always important to improve call center performance with every passing day.
Six Sigma Makes Its Way to the Contact Center
By Tony Jacowski
Contact centers have benefited so much by implementing Six Sigma that now it is impossible for them even to think that they can manage their operations without Six Sigma even for a single day.
Why Six Sigma Is Better Than Other Quality Initiatives
Collection Calls As Opportunities To Build Customer Relationships
By Jeremy P Stanfords
One of the most sensitive operations in the call center industry is the collection center. Revenue is a company's lifeblood, but handled incorrectly collection calls can do an organization more harm than good. However when clients are treated with respect and courtesy this delicate moment can be turned into a positive customer service experience.
First Call Resolution and Call Center Improvement
By Navdeep Chandel
Improving first call resolution has been shown to improve other traditional contact center metrics such as customer satisfaction, employee satisfaction, increase selling opportunities and reduce operating costs.
Improve Call Center Performance By Adopting A New Attitude
By Jeremy P Stanfords
Modern businesses have come to realize that the key to a healthy profit margin is not just cutting expenses. It also involves finding new sources of revenue. A customer service or technical support department has contact with far more customers than marketing staff, so the most effective call center solutions include ways to turn those contacts into revenue opportunities.
How to Run Inbound and Outbound Call Centers Successfully
By Cally Parkar
Call centers have become one stop source and solutions for all the business needs of companies. Companies seeking excellent customer services are hiring inbound contact centers to offer customer centric services such as answering calls, resolution of the queries and to provide technical assistance.
Employee Incentive and Reward Systems – 7 Essential Basic Elements
By Leon Noone
Summary
Do you want an employee incentive and reward system that works to everyone's satisfaction? If you do, you need to ensure that you cover 7 essential basic elements I call this PAMSITS.
An Advanced Call Center Infrastructure Can Vastly Boost Your Business
By Mia Cusack
Call centres have become a fixture in today's modern business world. Many companies rely on their advanced technology and infrastructure to offer fast customer service and technical support, or to take orders over the phone.
Call Centre Solutions – Can VoIP Boost Your ROI?
By Mia Cusack
It is no secret; call centers have been around for years. Without them, businesses large and small would probably not function as efficiently as they do. Having a call center saves time, improves customer service relations, and increases overall productivity.
Employee Engagement – It Starts At The Start
By Debbie Benami-Rahm
"It finally happened!"
The voice belonged to one of my career coaching clients, a normally fairly calm person. "It" turned out to be a level of courtesy and respect from a potential employer that simply amazed her. The process — from the initial phone screen to the post-offer follow-up, convinced her to join the company, who, in turn, promptly promised her all the support she needs to be successful.
This note outlines the prescription for making a successful call center. It looks at the various stakeholders involved in the query processing of the caller and outlines an efficient mechanism for addressing these queries.
The Caller
The caller is typically a harassed person – under stress and is often seeking redress. He feels that he is wronged and wants immediate solutions He is not concerned with the organizations rules or regulations.
The Respondent
The respondent usually insists on verification this is a good practice but it often brings the worst in the caller.
Let us classify the query in two broad categories:
There is no reason to go through vigorous checking in the case of general purpose query – In such a case the organizations would do well to dilute their security processes.
In the case of confidential matters however – the training to respondents needs to be reviewed I have not heard any respondent tell the caller "what if this information goes to someone not liked by you" Things like the above response should form integral part of the training programs.
Numbers of call centers have started to give emphasis to training – this is a good development and needs to be pursued in full vigor.
The Query Handling Process
This requires review. The least one expects from the respondents (in terms of personality attributes) is:
Role of Feedback
A feedback process is only as good as it is acted upon – namely it is reported back to both the caller as well as the respondent The feedback given to the respondent may differ from the feedback that the caller may be fed with – but under all circumstances it should be perceived as an active process and not 'dormant'.
The feedback may relate to any of the following:
If it is perceived as an efficient and prompt process, it would lead to significant benefits. Mr. Kapur provide leadership development, Communication Skills Training and overall enhancement of the company.
Dr Lalit Kapur is a renowned corporate trainer He is equally popular among the HR Departments as well as the participants due to his uncanny ability to put across most complicated concepts in very simple and easy to understand manner He has more than 30 years work experience and more than 100 — big and small successful training customers to his credit. website: http://www.3i-consultants.com
