You may be humming Tis the season to be jolly, fa la la… in your holiday mood, but our order taking call center agents are busy as beavers. Due to the exceptional spike in calls this holiday season, they are juggling between taking the orders and tracking the orders.
At Bluechip Callcenter, we realize that our clients are our raisons d’être. We thrive because our clients do. So when the world is celebrating the Thanksgiving Day, we would like to extend warm heartfelt thanks to all our clients.
India has been the front-runner in the BPO and Call Center industry. It has served the top brands of the world and helped them expand business by ensuring customer satisfaction and retention. This infographic will tell you succinctly why India has been the reigning service provider for IT and ITES. And why clients from across the globe trust India when they are looking for an offshore call centers vendor.
Whether outsourcing is better than having an in-house call-center or whether offshoring is better than having a call-center within your country, are subjects of different subsequent debates. Watch this space for our next in series.
Contrary to the popular notion, a good call center agent is not just someone who speaks fluently in global neutral accent of English. There are many other criteria which constitute a successful call center agent. At Bluechip, we have an annual award to honor the best performing call center agent. This award is sought out one.
The results are declared by the end of this December, so this is the time when everybody is speculating about who is going to bag the trophy this time. Well, in the interest of transparency we are disclosing the criteria of our evaluation.
So anybody who desires the trophy can choose to excel in these few spheres, and make themselves a contender for the award:
Agents will be evaluated on the basis of their time management skills while performing customer care services. Agents, who are able to resolve the issues quickly and promptly, will score higher than those who consume more time to resolve customer’s problem. The handling time automatically impacts the number of calls an agent answers. If your time taken per call is lesser, you will be able to receive/ make more calls. And this will count as a positive point!
If the same customer is calling again and again, it indicates that the customer wasn’t satisfied in one interaction. This will count as a negative point, as the agent was not able to satisfy the customer completely. So you should ensure that you are able to deliver one call resolution and 100% customer satisfaction!
As is the policy by BlueChip, we often seek feedback directly from customers about the agent’s performance, and share the same with our clients also. This time, these scores earned by each agent will be added up.
These three are the fixed criteria. Apart from this there will be special scores given by seniors in the quality management.
Let’s see who wins the annual award this time. The agents still have two months to make-up and improve their scores!