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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 […]

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Converting Irate Callers Into Admirers

Converting Irate Callers Into Admirers

80% of 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 customers) 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 that need correction. The moment these factors are addressed, the caller turns into an admirer. So how do we handle irate callers? Let’s start by understanding their minds. […]

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call center rep

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 and […]

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Medical Call Centers

Medical Call Centers In India

Some of the most established names in the medical health arena in the 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 metamorphosed 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 [...]
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