Outsourcing call center solutions is considered a competent business strategy because it helps in carrying out a variety of tasks together in an effective manner. The usefulness of this strategy lies in the involvement of third-party call center services providers that are specialists in their own domain. Thus, the companies collaborating with them are able to take advantage of their capabilities.
The concept of a business and its meaning has changed significantly in the last couple of decades. With the growing number of new technologies and competitors, it has become necessary for organizations to keep themselves updated and ahead of their competitors. Outsourcing helps organizations in doing so. However, it does not mean that you need not do anything once you outsource your contact center or customer care functions.
We humans have an inherent urge to grow in life. This is the reason why we have a tendency to seek work environments which are conducive to our personal and professional growth. And the reason why call center work environment is popularly considered as dull is because many people perceive the job of an agent as monotonous. There is only the same thing to do every day, pick up the phone and speak to the customers.
The call center industry attracts maximum proportion of newcomers. People who are fresh out of college and have no prior job experience are often recruited to fulfill the requirement of manpower. And these people cannot be straightaway given the task of handling calls, unless adequately trained. Simply because a call occurs in real-time! If the customer asks a question, then the agent doesn’t have the luxury of time to search for the answer and then get back to customer. The answer must be given within seconds. And the correct answer can be given instantaneously only if the agent knows what to say.
To feed oneself and their family is the reason why people work. Food indeed is the most fundamental and recurring need of humans. People work hard to earn their living, only so that they or their family should never go hungry. But once a person begins to work, whether in a job or business, they often end up eating bad food, or missing meals because of work-pressure. A crucial meeting, an important deadline, urgent trouble-shooting, all these become an excuse for working professionals to skip lunch or dinner. If the stomach growling gets louder, then people munch on snacks like chips or junk food like burgers etc. which is rather unhealthy.
Apart from the basic functions like breathing, eating, sleeping, the one thing that we humans cannot survive without is communication.
All of us need someone to share our happiness and sorrows with. Somebody who will just listen to us, and then meaningfully respond!Continue reading
There are some forbidden words, which should never be uttered. Saying them makes the matters worse, ALWAYS! There is a track record that tells whenever these forbidden words were spoken, the outcome was bad.
A mythical legend says that ostriches bury their head whenever they are threatened with a predator. Doing so, they imagine that the danger is gone, as they cannot see it any longer. Can there be anything more foolish and cowardly than this? Well, sadly, yes! The way most businesses receive the customer complaints, is probably more ridiculous than the ostrich’s behavior. And after all, the ostrich tale is just a myth. But the business’ treatment of customer complaints is a reality!
To begin with, the purchase funnel is no more how it used to be in 1880s when Elmo Lewis proposed it first. The top-down hierarchy of the funnel is no more as rigid. Its boundaries are porous. So the first step of ‘Awareness’ mixes into the second step of ‘Opinion’, which feeds into the third step of ‘Consideration’, that leads to fourth step of ‘Preferences’ and finally into the fifth step of ‘Purchase.
The call center environment requires one to walk the tightrope between qualitative performance and quantitative output all the time. The Agents have to ensure complete customer satisfaction in the very first call, to boost their FCR. And at the same time they have to keep a check on the call duration otherwise it will stretch the AHT.