Tag Archives: outsource call center services

Why Should Your Business Move to a Cloud-based Contact Center?

Why Should Your Business Move to a Cloud-based Contact Center?

Posted on June 13, 2019

There is a legion of benefits of opting for a cloud-based contact center. A cloud-contact center generally hints at a unified solution for both inbound as well as outbound voice communications, especially for a call center that is hosted outside an office premise. The cloud contact center solutions can help in centralizing customer interactions across different channels such as email, voice, text messages, chat, social media, consumer relationship management software, and the likes.

Are you looking to move your business to a cloud-based contact center? Shifting to a cloud contact center over the premises-based services can proffer businesses of every size significant perks such as newfound, stronger compliance, better cost structure, and the likes. Some of the key reasons for you to shift your business to a cloud-based contact center include:

  1. Flexibility and Scalability
    Cloud contact center solutions need minimum on-site software or hardware that provides different business hubs with adequate flexibility to scale phone lines. It also helps in featuring up and down in real time. Companies can include new phone lines or call up the routing structures for accommodating seasonal fluctuations in call volumes of the consumers. For example, on a snowy day, the agents can easily work from their home-based office and make/take calls.
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Customer Journey Maps

Customer Journey Maps: What Are They and How Can They Help?

Posted on November 17, 2016

Every organization wants to provide complete customer satisfaction and delight. However, how is it possible for the organizations to get correct feedback from the customers, in order to work and improve? This is where the role of a customer journey map comes into play. It is an interactive platform for the customers to voice their experience of the whole journey of a certain service of a particular organization. It is more of narrating the experience in the form of a story rather than just submitting a simple feedback.

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How to Avoid Call Center Disasters Even Before they Happen

How to Avoid Call Center Disasters Even Before they Happen

Posted on May 10, 2015

Read these three tips and prevent call center disasters even before they happen.

When we have questions that need answers or require tech support, contacting customer support over the phone is one of the most infuriating experiences that a customer has to face. However, if you are a business owner, it is your job to ensure that your customers have the exact opposite experience.

So, what infuriates a customer? Most customers are infuriated by speaking with an incompetent or rude call center agent. Customers also get dissatisfied when they are unable to reach a live person, when getting disconnected, when having to explain their issues more than one time or when being put on hold for a long amount of time.

When you outsource call center services or if you run call center operations in-house, there are a few steps that you can take to make sure that your valuable customers receive the best possible customer support.

Here are three tips on how to adequately prepare for customer service disasters even before they happen.

1. Start with your call center agents

Delivering good customer services start with engaging the best call center agents and providing proper training. According to recent studies, over 93% of customers will forgive a company that is unable to help them, if the representative is friendly, respectful, patient, knowledgeable or sympathetic.

Your business should equip your agents with the right information and tools. You would also need to provide agents with customer data and readily available scripts even before they start taking customer calls.

Your company should also have a greater knowledge of how your agents are performing, in order to determine their weaknesses and strengths. Understanding the capabilities of your agents over time can be used to match customers with the right call center agents. This will deliver better results. Continue reading