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Call Center Strategy

Taking A Call On Call Center Strategy

There is no clear-cut rule as to when a company should ideally explore call center strategy but there are no doubts that it has a lot of benefits in terms of money and time saving. If you are more economically inclined than politically, then go right ahead and read this! See why you really need to have a call center strategy and what benefits you get when you outsource your customer engagement! 1) Saves a lot of trouble and time – well if you can call ‘calls’ that! Call center deals with all types of client calls from those that give orders ( I want to buy that . . . ), to technical queries and support, customer servicing calls […]

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To Offshore Or Not

To Offshore Or Not To Offshore Is The Big Question

Well, if you have crossed this “Hamletian dilemma” and have decided to go straight ahead to offshoring then India is your destination (I hope I don’t sound like an over enthusiastic travel agent, selling his holiday destination to you!). To offshore or not is the next big question. Well, over the years India has earned a place of pride amongst enterprises as a ‘Numero Uno’ offshoring destination and not without a lot of hard work! Let us see three main reasons why organizations are looking to India and what advantages do they get? 1) We have the numbers – Hey! Dude, I’m not talking about the population (we sure do have the numbers) but we have other (more respectable) numbers as […]

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Art Of Living

The Inbound Call Center For The Art Of Living

Well the quintessential call center is our good old’ inbound call center – where customers literally call in to “say” (read shout) about what’s wrong with their products. All inbound call center executives will tell you that most of their clients who call in are not going to wish them “Merry Christmas” but are either, disgusted, confused, angry or simply cheesed off with their life or the product or both which is easily emptied out at the inbound call center agent! Well, at an inbound call center, agents are paid to listen to shouting customers and then calm them down (Wow! sounds like a real Zen guy!). No that’s just the humorous way of putting it. Inbound call center is […]

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Converting Irate Callers Into Admirers

Converting Irate Callers Into Admirers

80% callers to a Call Center are irate. The other 20% call to seek information and can be considered not-irate. The challenge here is converting irate callers into admirers (repeat buyers, loyal-happy customer) who will admire you – the support agent, your company and its products / services. In more than 60% of the cases, you will observe, the problem does not even exist. It’s the caller’s perception, lack of knowledge or thoughts which needs correction. The moment these factors are addressed, the caller turns into admirer. So how do we handle irate callers? Let’s start by understanding their minds. Dealing with people is an all-out mind game. If anyone is calling a Call Center, it’s obvious that he is […]

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