Archive for August, 2011

Call Center Technology – The Real Power Revolution

Call center technology envelops an extensive array of telecommunications software and hardware that include automated phone systems that can answer incoming calls and execute outbound autodialing. A call center is a part of an organization that is composed of call agents who perform tasks to either receive incoming calls or make outgoing calls. It is likely for centers to be fully automated without using any human agents in processing outgoing and incoming calls.

Typically, software applications that are linked to centers are Customer Relationship Management (CRM) programs. Here are examples of center technology associated with the phone systems of call centers.

Interactive Voice Response (IVR)– This is a phone system that enables a computer to determine touch and voice tones through the use of a regular phone call. It is able to respond with fast-generated or pre-recorded audio to direct callers on how to continue. This system can be utilized to manipulate nearly all functions that may involve the breakage of interfaces into simpler menu options. When IVR systems are built, they scale well in general to manage huge call volumes.

Workforce Management (WFM) has become a vital responsibility for it. WFM has been updated with WFM software. This software is usually deployed in employee management, as well as in their HR administration, payroll and benefits, career succession, time and attendance, training management, talent management, forecasting, performance management and production supervision. Automatic job appointment and workforce management can be executed through the use of call processing programs.

A softphone is another center technology development that has been adopted by many call centers. It is an application that allows a laptop, desktop or workstation computer to work as a telephone. With this, the medium to transform telephone service and information is the computer network. The computer that is equipped with soft phone software is capable of performing the complete telephone features that are set using traditional systems that include functions like call forwarding and teleconferencing.

Customer Satisfaction Research– This approach has been popularly used by centers to lower costs on customer acquisition and boost repeat sales. Research like this has been successful while integrating both qualitative and quantitative data to identify the real feelings of customers about the company, product or service as well as determine the impact of those feelings to the bottom line. With available innovative telephone systems, customer satisfaction research functions are optimized.

Nowadays, it set more focus on providing the appropriate type of services to their clients while observing their needs and requirements. For call centers, helping their clients proactively can be one by utilizing new call center technology that goes beyond the conventional customer approach.


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quick sale by offshore call center services

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Obsessed with Excellent Performance, Here are the Simple Ways to Get it From Your Team

call center agents motivation and excellent performance

Generator To Generate the Performance

Starting a call center company is not a big deal but the management of your team, especially the calling agents are too complex. You may be team leader and showing your best efforts to make them perform well. But sometimes, the formula does not work properly. Here are few tips and suggestions that will enhance your team building capabilities and show better results as per your commitment.

Clarity About your Business Goals: For better performance results the initial step has to be a clear vision to your company goals. If your calling agents are not clear about this, they won’t be able to articulate it with their service. Do not be in a hurry and therefore it is recommended that you remain transparent in the communication process. Make them better with open sessions or sending them the brief in any writing which will surely brief them and motivate about your success.

Clearing up Business Objectives: You might often forget to brief up the business objectives in the induction process. They should be well informed about the business goals and make them well aware of the working style. All the working structures and strategies have to be apparent so that the probability of risk is always zero. A new employee will be always benefited from this step.

Ignore The Small Problems: The call center operations are somewhat related to quick performance. As the business target is more and time is always limited, there is a maximum probability of small mistake that develops from the employees. If small issues are constantly sorted, the big issues take birth automatically. Therefore, it is considered wise not to involve too much into these matters. Rather it is safe to eliminate these situations by ignoring them or discussing them in a clear manner. This also reduces the attrition rates in the contact centers.

Notify Your Needs Regularly: Notify your needs or behavioral approach to your team members. The team is always inspired by the leader and it is very important that you show some excellent tactics of performing better and efficient. Show them the best examples of the successful entrepreneurs and make them feel confident about their job profile. Motivating them on regularly basis is a great technique. Apart from this, gift, cheque, meal coupons, movie tickets etc. are some of the easily provided rewards for their better performances. The team will surely experience less troubling behavior with this approach.

Never Forget to Celebrate Success: A celebration after a success is a direct compliment to the team for their dedication and hard work. This is an encouragement to do better in the next level and shows your interest in the team. Your team is the building block and it is your primary duty to take care of their interests. Take them to a picnic, movie or treat them in their favorite restaurant.

Follow these simple steps and see how happy your offshore call center team members are.

Effective Tip to Reduce Stress in Call Center

handle stress managementIf you are one of the customer care executive (CCE), the first thing that you start to hate about your profession is the same old conversation to your customers over the phone. Life gets really monotonous with the same activity and the same team activities. Call center life is full of fun but gradually it loses its charm when the interest in the job eventually fades to a different color. There comes a time when the work in the contact centers can be an annoying and humiliating task for many. In this phase, the best and the simplest secret to regain your happy mood is to make the appropriate utilization of the break timing.

Contact centers have its own constitution and unrelenting policies that create an environment that suppresses a lot of CCEs in expressing their mood for some best timing, away from the cubicles. There might be different situation where you might be scolded by your seniors but you somehow manage to walk away from the magnetic seat of the call centers. You will also feel a little better if you stay away from the same old fashioned customers. The perfect manner is to walk around the other parts of the office and speak to your favorite persons and come back happily within few minutes.

The call center employees keep themselves engaged in their job for a relatively long-term. You can experience a boring life by sitting in the same place. Therefore, you can decorate your cubicle or add some innovative art-work that will certainly make your eyes relaxed. Paste the photograph of your favorite friend/family members and at the same time your inspirational quotes can add a better view of your work station.

Apart from spending your leisure around your bay, the best time to relax yourselves is by engaging yourselves in some of the recreational activities inside your office. Sharing sometime in the cafeteria with your friends can also build some better feelings in your mind. A small game set of table tennis or some video game inside the call centers are surely perfect to bring some additional smile in your face.

The life at a call center is somehow hard and consumes your major part of the time in building better customer relation. Your supervisors will definitely show a red eye if you take excessive breaks, but your primary concern is all about your business process for which you have been appointed. You better think of your choices and how will you explore them in the midst of your busy schedule.

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August 2011
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