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. […]

A Lowdown On Call Centers In India

For most of the clients sitting far away in the US and UK; call centers in India still represent seedy, “kind of weird”, jagged out rooms filled with young “wannabes” who are getting paid to attend to calls in American accents inside a dingy call center. Like most notions about India, this one too is a bit cliched and to an extent, untrue. So let me give you a lowdown on how outsourced call centers actually function in India. With state-of-the-art equipment and multimedia centers that are capable of handling multi-channel interaction; most Indian call centers are absolutely technologically savvy […]

Medical Call Centers In India

Some of the most established names in the medical health arena in US and UK have established their medical call centers in India to serve their patients better and streamline access to healthcare. The idea of medical call centers has metamorphed into this highly skilled; very technical, cost effective partnership between medical centers and patients sitting far away in the United States. The common reason for opting for call center outsourcing is to save costs on call handling, employee and facility management; but the motivation goes much beyond that is because the call centers are manned by executives who are [...]