Archive for October, 2011

Call Center- The Nervous System of Global Business

Business development process in 21st century is ruled by various models that not only streamline your businesses to gain better clientele in short time but also cuts down a major part of the capital that is invested in the manpower and infrastructure.

If your business is expanding fast and you are facing serious problems to increase the capacity of the manpower you might have to face a deadline that would not only consume time for hiring the new but also to upgrade the facilities. In this aspect, the hiring of a third part company is preferably the best option that can immediately answer your voluminous call volumes and streamline the process with the better flow of business leads.

Call centers are no more a new concept. It has entered all the business lines and creating a revolution that any other company ever made. The call center technology is so amicable that every simple to complex business processes are run by it.

Advantages of Call Centers

1. The modern call center technology is so high that a call center can be established across any geographical location. With this added advantage, it has become possible for these companies to operate their business processes and connect to their customers in bulk. Immediate business is no more a challenge and companies can accordingly stretch their business policy within short –term phase.

2. Outsourcing to the call centers allow to reduce the operational costs and manual efforts that is usually seen while you tend to hire manpower for you own establishment. As the services are carried by professional, you can rely upon the service and ensure that your customers are being handled to a department that can handle all the complex communication process. The utilization of time-zones and inexpensive labor rates in different countries.

3. The telephony technology is upgrading at a faster pace. With this development, many organizations can easily upgrade their infrastructural facilities with the outsourcing process from the third party service providers. This will result to deliver better telemarketing services to the customers and retention rate would touch the sky.

4. Apart from handling the basic telemarketing, the modern-day BPO industries also provide diverse services such as e-mail marketing, fax, web-based queries, webinars, chat support, instant messaging, back office support and outsourcing technical support. All these services have become mandatory for effective business promotion and attaining client loyalty.


Call Center Customer Support Forums

The call center industry experiences great performance when the customers can be controlled and supported throughout the business cycle. A customer will tend to establish goodwill when a problem is easily solved effectively. For example, the use of the customer support forums in the call centers is a reliable tool to cut down call volumes in the modern call centers. Its significance has touched greater heights as customers like to discuss the business services through a platform that is less formal. The Internet forum helps to initiate a relation with the functionality to discuss the most complex maters and to work upon the problems with the direct interaction. In addition, the expert’s guidance through this platform is well accepted by the customers who find it a little complex to use a formal medium to address problems.

Here are some of the significances of the call center support forums:

Bifurcating Discussions & Problems:

In a forum, we generally notice that customers either post a problem or they discuss matters that are related to the services. As customers want to convey their thoughts, it should be clear in mind that you clearly segment the problems and the discussed elements. Sometimes the application of these forums can be actually helpful to cache the keywords or key-phrases and help a company to attract online visitors.

Assembling Appropriate Data for Resolving Various Issues:

The use of these online customer support forums becomes more practical when the appropriate data is extracted from the customer posts and used for resolving any matter with a special concern with the customer’s interest. It helps in constructing operative meta-data around any matter. A business firm, especially if it is a call center, the forums will enable you to redirect the issues to the technical departments that will automatically detect the errors and resend the resolved solution to the customers through other mediums.

A Guiding Light to the Newcomers:

The new business comer is mostly benefitted with this modern tool and allows them to access to the contact center service providers to interact with the independence to post and discuss the elements that are generally regarded complex. This technology grants them the freedom to have an interaction without having the fear of being offended. When there is a freedom to express, customers would like to establish a long-term relation for sure.

Guaranteeing the Availability of the Critical Information:

Call center faces great concern with the calls that are too technical to discuss over phone. The use of the forums will help them to resolve the technical 30-40% complexities with the expert’s assistance. There are many cases where some support communities provides information that can be wisely introduced in a separate forum and actually can directly assist a special customer section.

Moreover the forums will help the call centers to understand the behavioral approach of the customers with their provided posts and inquiries. The balance of CRM in the call center is easily detected with the options of the KPIs and highlight about your community’s status to solve the customer’s grievances or replies.

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October 2011
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