Can a business continue to exist if its customers slowly disappear? Well, it is futile to ask such a question. Obviously, an organization cannot imagine its existence in the absence of customers. Moreover, a competitive business environment and wafer-thin margins have forced companies to innovate. Be it customer service or the latest products, a company wants to be better than its competitor in every area. In addition, the emergence of outsourcing further intensified the situation. Companies started utilizing a plethora of outstanding services by contracting out work to their business partne ..read more

No doubt, the growth of technology has helped us in every sphere of life; be it personal or professional. We see a new technology entering the market every other day. It indeed takes seconds for a new technology to become the trend of the industry. This certainly holds good for every industry irrespective of its scope and area. Even the call center industry is not an exception to this phenomenon. All of us accept that the role of a contact center is no longer limited to providing answering services to people. There are so many other means of communication like online chat, email and even so ..read more

The contemporary marketplace is more competitive than ever before. It is not unusual to see organizations compete for a handful of customers. This is the reason that the significance of an efficiently managed call center cannot be overruled in the present scenario. Many organizations have effectively leveraged on the services of call centers and emerged more successful. Not only have the companies improved their productivity and performance, but also streamlined their infrastructure and costs. A modern-day customer expects his service provider to be quick and effective. This calls for effici ..read more

No doubt, it would be worth appreciating if all the medical practitioners provide their valuable time to the patients and look after them. A number of physicians are unable to do so due to several job responsibilities. This is the reason voice mails or/and answering machines are utilized for answering the calls of patients. However, patients often lose trust in physicians due to the use of such services. It would not be wrong to state that the credibility of a hospital often gets questioned because of these things. Without a second thought, it is crucial that the doctors in a hospital should ..read more

Interactive voice response refers to a technology that facilitates the interaction between a human being and computer through DTMF tones and voice usage. In the field of telecommunications, IVR Hosting enables a customer to interact with the hosting system of a company through speech recognition or telephone keypad. Thereafter, a company is able to service its own inquiry by utilizing IVR dialogue. Interactive voice response system responds with audio to direct the users. The applications of IVR could be utilized for controlling any function where one could break down the interface into a s ..read more

The call center representatives can be considered direct point of contacts between an organization and prospective customers. Therefore, it is necessary that the calling agents serve the customers in the most helpful manner and allow the company to reach the top. It would not be wrong to say that the agents are the true pillars of strength of a call center. In addition, they also play a significant role in designing the CRM strategy of an organization. Call center training process varies according to the needs of a business process. However, the underlying objective and goal of training is t ..read more

Outsourcing call centers have come to be a hugely common small business model over the years given the enormous benefits when it comes to cost reduction. Certain Contact Center Outsourcing companies provide a mix of inbound and outbound services to supply improved support and cater to the demands and necessities of the clients. In the instance of outbound call centers, it's the opposite. There are several kinds of contact centers who provide chat answering services. A seasoned contact center understands what it requires to grow your company as they have helped their other clients do the exa ..read more

The generation debate is on as the generation Z makes its way towards becoming the target audience of diverse business verticals. This demographic cohort will be yet another challenge for commercial organizations as it will push them towards developing new strategies and aggressive marketing skills to survive. What this generation will have is a legacy left by millennials, who actively innovated and discovered new products and services. The upcoming generation will have a better ground for developing services and products that can appeal to masses. However, even with so much in their kitties ..read more

With reports of the human being replaced by AI in domains like customer support, call center outsourcing industry, as well as millions of people employed in this industry, are anticipated to face a massive existential crisis. This is a development that isn’t even favorable for corporates who will have to invest billions to make AI-enabled customer support a reality. While this innovation reduces the investment required for hiring human work resources; yet it cannot match the efficiency and intellect of a human being. We humans can sense a lot more than even the most sophisticated machine can ..read more

Entrusted with the front lines of customer service, call center agents handle the demanding task of appeasing customers. In every communication with the target audience, agents face a myriad of issues and are expected to stay on their toes for meeting the requirements of the consumers. If you are a part of this industry then you can certainly understand how hectic and frustrating it is to deal with the unreasonable requests and angry callers. Without any doubt, call center jobs are demanding and surviving in this industry is a hard nut to crack.  However, there are also numerous bene ..read more