Month: December 2023

Call centres have been around for some time and are gaining foothold in a big way. Call centres have come up as a boon in India tackling the big issue of unemployment. Gone are the days when youth had just some few options to pick from in terms of employment. A wide plethora of options in BPO’S & KPO’S has filled the gap of unemployment to some extent. Especially in urban cities like Delhi, Mumbai, Noida etc. back office support service has come up really quick and fast.

When we talk of call centres or outsourcing call centres we loosely include all back office services, outsourcing, primarily customer service outsourcing, back office support, offshore back office services and back office support solutions. Now it is understandable and apt to say that call centres are the future in India. Here is presenting the ten most compelling reasons why we need call centers in India:

1) All time support for the business

All businesses survive on 27 *7 kind of support. In today’s competitive environment it is essential to have round the clock support for businesses to tackle competition. We need to ensure that customer needs and expectations are not compromised in any way .24*7 support to customer service tops the chart. Anytime Anywhere is the mantra and way to go. Only a call centre can help in dealing with that. Back office processing services are the order of the day.

2) To focus on more important work

A business has many dimensions and they need to work on them in holistic pattern. While the mundane routine jobs can be outsourced. This is a win – win for all. Businesses don’t mind if the routine things can be outsourced. This leaves time and resources for more crucial activities to concentrate on. Businesses need to concentrate on their core competencies and the rest can be allocated to call centres for extracting more out of less. This strategy is win – win for all.

3)Boosting customer confidence & loyalty

Call centres have direct bearing on customer confidence and customer loyalty. Case in point Customers

when they know that they have support available at all times they tend to feel the effort made by businesses to extend help at all hours. This clearly send out signal that yes they are being cared for and are valued. This definitely helps in garnering support and long term, loyalty.

4) Good platform to market

Call centres are good platform to market different products. These can be effectively marketed while or post a service call. This is an added advantage of having call centres and it is being utilised quite efficiently in recent times.

5) Call centres make businesses appear more professional

Having call centres invariably gives shine to the business image. It is a coveted service. The jobs appear

mundane but the work they do are invaluable. And of course the added bonus never goes wasted. The whole process of customary greeting to hold procedures, to listening patiently to customer’s speak out volumes of a business’s capability. Also being on hold and queuing up send out signals that business we are dealing with is in demand and up to date with the latest enough to command all this attention.

6) Call centres save money and cost

Call centres work on shared support principle. Meaning we only pay for the time used by the business. Hence it is coming out as a cheaper option. Often businesses utilize all round support services at a fraction of the cost which they might have incurred for hiring a single person for the job. Businesses get to utilize the services at a very nominal cost.

7) Customer satisfaction surveys

In today’s cut throat competitive business world gaining customer satisfaction is a given. Customers require all round service, professionalism, and hearing of their woes at any given hour. These are all building block for gaining customer satisfaction. Where business is lacking, what customer needs, how satisfied customers are with our services can be gathered from these surveys conducted on calls. This definitely serves well for the businesses. They serve well in garnering valuable customer data and making business policies

8)Call abandonment and peak hour issues are tackled efficiently with the call centres.

When the business is outsourced we get to have the added advantage of tackling call abandonment and peak hour call traffic as we get to utilize more resources at a reduced cost. This helps in retaining and growing businesses.

9)Call centres are good for the economy

Call centres and outsourcing industry has effectively tackled the problem of unemployment in India. In today’s employment scenario call centre industry pays a pivotal role. It has far greater value implications. With social welfare at the crux they are definitely working for the greater good.

10) Efficient and dynamic workforce

Associates working in outsourcing industry are a dynamic force to reckon with. Special attention is being paid to training and guiding the workforce. This definitely enables in creating a professional and cutting edge workforce which contributes in all round enhancement and development of businesses.

Customer service isn’t just a buzzword. When done right, it works to attract, retain, and convert more customers. 70% of Indians view customer service as a signal to determine if they should do business with a company.

Additionally, nearly half of Indians switch to a new company after having a poor experience with a vendor. This is why focusing on enhancing and improving the customer experience for your prospects and clients should be a key component of your lead generation strategy.
In this post, we’ll provide five tips meant to help you bump your customer service offerings to the next level.

Tip #1: Customer service is all about the experience
The first—and most important—tip when evaluating your customer service approach, is to tweak the language around what it means to deliver good service. In today’s highly digitized buying environment, top-notch customer service is tied to overall customer experience across multiple touchpoints, particularly in the B2B space.
Providing a good buying experience involves more than one tactic or initiative, but is baked into the corporate culture of companies that successfully deliver the best service to their customers.
Tip #2: Provide relevant, easy-to-find information via multiple touchpoints
Salesforce’s 2019 State of the Connect Consumer report, highlights the importance of providing contextualized engagement to consumers across multiple touchpoints.
The report surveyed 8000 B2B and B2C customers and revealed that 75% of them expect companies to use new technologies to create better experiences.
Better customer experience goes beyond your company website. Preferred customer communication channels include Email, In-Person, Phone, Online Chat/Live Support, Mobile Apps and more.
Tip #3: Ensure rapid response times to all requests
Both B2B and B2C consumers expect a fast response when they reach out to a business with questions, concerns, and issues.
When a customer must wait on hold or go through a long series of prompts before speaking to a live person, they tend to view this as a bad experience.
Call Backs or Virtual Hold
Call back, or ‘virtual hold’ technology has been around for a long time but has only recently started to become commonplace.
This clever solution practically eliminates hold time for the call center, by offering callers the option of receiving a call back when an agent is available, instead of waiting on hold.
Your customers will be happier, your agents will get less abuse, and your contact center could see a drop in abandonment rates of up to 32%.
Robust Email Support
As noted above, email is the number one communication channel for customers reaching out to businesses. In the Salesforce survey, this was true of all age groups with very little fluctuation. Thus, ensure your email response process is streamlined and agile.
Create a Mobile App
The Salesforce report revealed that nearly 60% of millennials and GenZ customers prefer using mobile apps when engaging with companies. The popularity of mobile apps has grown with mobile usage.
It’s convenient and accessible to reach out via an app when you’re traveling or on the go.
Keep in mind that over 70% of respondents in the Salesforce survey expect companies to communicate in real-time.
This starts when customers are in the process of browsing, with the expectation that important information such as pricing, inventory availability, and company information is easily (and instantly) accessible.

Tip #4: Rapid deliveries and easy returns
In the retail space, companies like Amazon and Zappos have set the bar very high when it comes to delivering exceptional customer service.
Amazon launched in 2005, so consumers have had more than a decade to get used to expedited shipping, detailed product information and reviews, and easy returns.
Failing to meet these expectations can result in poor customer experiences and the likely loss of sales.
The Salesforce survey revealed that 57% of respondents are willing to switch to a competitor with quicker and cheaper shipping and 59% of customers will take their business to Amazon if a company can’t match their shipping speed and cost.
Having a clear and competitive return policy is just as important as having a strong delivery process.
A study by Return Logic revealed that over 60% of customers review a company’s Return Policy prior to making a purchasing decision. Offering free returns has the potential to boost consumer spending, plus nearly 60% of retailers currently offer free return shipping.
Consumers consider free returns to be a satisfying customer experience with 62% of consumers frustrated when asked to pay for return postage and packaging.

Tip #5: Establish trust

Consumers are hyper-vigilant about trust when they deal with businesses, with over 70% of respondents in the Salesforce survey indicating that trust matters more now than it did a year ago.
Trust must be earned, but when you can establish trust, you’ll likely see immediate and tangible benefits to your bottom line in the form of increased leads and sales.
Trust increases loyalty, with 89% of customers showing more loyalty to companies they trust versus 65% of customers who stopped buying from companies they feel did something distrustful.
Clear communication is critical to establishing trust. Companies must communicate multiple trust-related factors in every aspect of dealing with customers including honesty, security, reliability, and privacy.
Taking the time to understand the issues that may act as a barrier to trust will help you deliver a better overall customer experience. Additionally, addressing perceived or actual breaches of trust e.g., the compromise of customer data) quickly and transparently is essential to rebuilding trust with customers and prospects.

Communication technology has led to an explosion in the advancement of call center outsourcing in the past two decades. Companies don’t think twice before outsourcing their processes to onshore as well as offshore facilities.

Customer service is an important factor for any business. Companies understand that customer satisfaction is what drives profit margins. This makes it important to build a call center strategy that ensures a properly managed and sustainable facility that takes care of all your customers’ needs. For outstanding call center service and support, choose our company  as your trusted partner.

Dedicated Professionalism

It is possible that your company may lack the necessary expertise and experience required to satisfy high volumes and levels of customer service. By outsourcing your customer service to a call center that you trust, you are able to place the responsibility of customer satisfaction in the hands of the professionals. Experienced call center companies will also have vast amounts of knowledge about training reps, implicating various systems and technologies and tracking data.

Cost Effective

It can be quite expensive to set up an individual call center for managing customer issues and queries. It can become costly for large companies as they must dedicate a significant portion of their resources into buying equipment, building or renting office space space, paying HR and management fees and investing in staff training.

However, for the majority of businesses, paying a flat fee to an outsourced call center makes sense because it is less expensive than all the overhead costs associated with setting up a call center. This also allows a company to improve the accuracy of their budget, as they will be paying a set price and won’t be responsible for any additional expenses.

Call Centers Are Flexible

Your current customer service needs may be minimal. However, situations change since the ultimate goal of any business is to drive growth. Your customer service needs shall grow proportionately to business acquisition. It is possible that those needs may soon exceed what your current call center setup is able to handle. You may find yourself investing in an expensive upgrade or going with an outsourcing partner. Experienced call centers can scale your team easily and assign more reps to your company during busy seasons.

Experienced Managers 

Hiring experienced managers is crucial to having customer service that meets your companies standards. That said, salary requirements for good managers can be quite high. Outsourced call centers have veteran managers working for them with tremendous experience to handle any customer service setup. In some cases, the more senior level managers are overseeing more than business’s team of reps. This can help your business efficiently use senior level managers time, as once things are running smoothly and their focus is not needed on your team, their attention can be directed elsewhere. This way you will not be responsible for their entire salary as their downtime can be focused elsewhere.

Free Up Resources for Core Processes

Your entrepreneurship is defined by your core process. With ancillary services, such as customer service taken care of, you can devote complete attention to your core product. You can let your outsourcing partners ensure and maintain high levels of customer satisfaction.

Businesses rely on clients/customers for sustaining growth. As competition increases, number of clients decreases. This is the reason why bringing in new clients has become an extremely important task, which is definitely not easy. It takes great effort to generate new lead on a regular basis. Handling this task in-house puts great pressure on workforce and leads to inefficiency. A better option is to use specialized telemarketing outsourcing services.

Good promotion of one’s product or services goes a long way in securing new clients for the business. One should employ telemarketing outsourcing services for same.

By employing telemarketing outsourcing services, you get instant access to desired talent without making any extra efforts. There are many reasons to employ these services from a competent vendor:

Professional services for promotion

Specialized services for telemarketing can be used to promote product/service amongst different target groups. B2B, B2C, inbound, outbound and market research services for specific promotions. Veteran vendors have different departments, each equipped to deal with a variety of business scenarios. The agents are well-versed in the strategies and tactics, which appeal to different types of buyers and hence they are able to cut better deals. They also know how to showcase your products in the best possible way to your customers. Moreover, the variety of talent resources that you get through an outsourcing venture gives a boost to your telemarketing campaign. With high quality talent at your disposal, you give yourself a good chance to grow your customer base.

Market research and lead qualification

Finding the right number to call is more difficult than it look from the outside. A good telemarketing company has access to relevant databases that can be used to find the right potential clients for your business. When you have the relevant list of potential clients, you are able to market your product in the best way possible and give your sales a boost. The ratio of contacts to sales increases considerably and automatically gives a boost to your business.

Access to qualified staff members

By outsourcing to a reputed company that already has a track record of delivering success; you can get access to good agents that can project your brand in the best way possible. Hiring the same quality of agents in an in-house venture may cost you a lot of money, and it may not deliver the desired results due to lack of governance. Moreover, you get access to managers that have tried and tested strategies to improve your marketing campaign. These people become the foundation of telemarketing work and keep the standard high for a long period of time.

Access to software solutions

Latest tools that integrate analytics capability facilitate the telemarketing process at every stage. These software solutions are able to perform analysis and gather all the relevant information for your business. Due to this, the lead qualification process becomes easier and it also becomes simpler to manage appointments when sales leads are initiated. These software solutions enhance the efficiency and efficacy of your marketing campaigns.

Cost saving

By outsourcing to a company located in a developing country, it is possible to exploit a weaker currency. Also, it is well-known that some developing countries like India have some of the best call centre talent in the world. So, by outsourcing there, you can cut the cost of your telemarketing operation to half without compromising on quality. The money saved through the telemarketing outsourcing venture can be used other outsourcing ventures for maximum business benefits.

One can even outsource chat support services, which will provide a simple way for your potential clients to contact you via chat messenger.

Waking up as per your leisure, not facing morning rush hour traffic and working from the comfort of your own bed sounds like a bliss to almost every office goer. But in reality working from home is a lot more challenging than the picture painted above. There are many challenges that come with remote working, like spending hours on end without any human interaction.

To make sure you get most out of remote working, and keep your sanity in the process, we’ve devised a list of the best tips to help you stay on track.

1. DRESS PROFESSIONALLY

The first rule of a good work-from-home routine is to wake up in the morning and get dressed as if you were going to work in an actual office. Getting out of your night dress and getting into work clothes can positively affect the output of your work, as well as impact you on both business and personal level.

2. GOOD TECHNOLOGY

Having a secure internet connection is vital when working from home – any delays will waste a lot of time! Be sure to invest in a high-storage and high-speed desktop/laptop to ensure smooth work process.

3. ORGANISE BREAKS

Give yourself designated breaks throughout the day to help you keep your productivity levels up.

4. INVEST IN RIGHT TOOLS

In order to stay connected, you need certain tools to carry out your work as effectively as possible. Your company’s IT department will most likely advise you on which project management, collaboration and web conferencing tools to use, and it’s a good idea to ensure you have everything you need before you start working from home.

5. AVOID DISTRACTIONS

It’s easy to get distracted in an environment that you associate with relaxing. To avoid this work from a designated office space in your home.

6. CREATE A TO-DO LIST

It is essential to create a to-do list and tick off your completed tasks. Don’t worry if you’ve over-estimated on your list; you can always drag things across to the following day.

7. FIX YOUR WORKING HOURS

It is a good idea to set your specific working hours and stick to them. The idea is to avoid working just two hours one day and then pulling an all-nighter the next just so you can catch up on your work. It’s counterproductive.

8. PLAN YOUR DAY

Plan and structure your workday to maximise efficiency. If you find that you’re more productive in the morning, arrange to complete the big, important tasks then and avoid checking your emails until they’ve been ticked off. Stick to your routine every day.

9. SET BOUNDARIES

Set boundaries from the get-go and let family & friends know that you can’t be interrupted during your working hours.

10. CLEAR COMMUNICATION

It is a good idea to keep a clear line of communication open with your colleagues throughout the day and to keep your boss updated with your progress on specific projects.

11. VENTURE OUTSIDE

It is essential that you set a time to step out of the house for a while, at least once a day, whether that’s to go for a walk in the morning or to grab a bite at lunch.

12. CLEAN YOUR DESK

It is important to keep your desk area clean and tidy so it’s easy for you to navigate around it. It helps you concentrate better, making all those difficult tasks easier to solve.

13. TRACK PROGRESS

Make sure you have solid proof of your workflow by tracking the time spent on each specific task throughout the day. You can also use a shared calendar system to mark when a project is completed so both your manager and yourself can assess your progress.

14. ENJOY HEALTHY SNACKS

Have a few healthy snacks lined up at arm’s reach so you avoid the kitchen altogether during your working hours.

15. COMMIT TO DO MORE

If you commit to doing a certain amount of work, there really is no way of backing out (unless you want to be unemployed, of course). In order to make sure you achieve your daily targets, focus on your projects and don’t waste time procrastinating.

16. ADD SOME BACKGROUND NOISE

If you find yourself missing the hustle and bustle of a normal office environment, consider switching the TV on to help you stay productive. If, on the other hand, listening to music helps you concentrate, why not make a playlist to listen to?

17. DON’T SKIP LUNCH

Make sure you take your lunch break away from your computer, somewhere where you can rest your eyes and do something else for a while.

18. SITTING POSTURE

Being comfortable in your chair is half the battle when you have a desk job, so invest in a comfortable chair with a good back support. You should look for five factors: ‘a comfortable cushion, armrests, an adjustable backrest, lumbar support and wheels’.

19. INVEST IN NOISE-CANCELLING HEADPHONES

There’s nothing worse than being on a conference call with an important client, with dogs barking or sirens going off in the background. A good pair of noise-cancelling headphones should help you avoid getting distracted in such instances.

20. USE PRODUCTIVITY APPS

If you’re finding it hard to focus from home, productivity apps could be your saviour. With a variety of trusted tools available, you can reap the benefits of time-management trackers and project management tools and stay on top of your tasks.

21. STAY OFF SOCIAL MEDIA

Unless you work in social media or marketing, there really is no reason for you to be on any social platform throughout your working hours. Mindless scrolling is the largest time-waster and could be hindering your chances of success.

22. LEAVE YOUR PETS ALONE

I know it’s hard to avoid playing with your cute furry friend when you’re working from home, but the more attention you give them during working hours, the more they will interrupt your work flow. It’s best to set some boundaries and avoid giving your pet too much attention during your work time.

23. SWITCH YOUR OFFICE LOCATION

As mentioned previously, you’ll be the most productive in a designated space that’s associated with work. But that doesn’t mean you shouldn’t switch up your office location from time to time, so that no two days are the same. For example, you could work outside in the garden or a park, or perhaps at your local coffee shop or library.

24. CONSIDER A CO-WORKING SPACE

If you don’t like being alone all day, you could consider renting a coworking space in a local office building. You’ll pay a monthly fee for desk space and a normal office environment with people to talk to and consult with. But that’s not all: a coworking office environment can make you more productive and focused, as well as feel more confident.

25. PLAN HOLIDAY

Just because you work from home doesn’t mean you should take a holiday from time to time. Planning is easy, too, as you won’t have a manager hovering over you every second of the day.

It’s clear to see that working from home has its advantages and disadvantages, but by following these simple rules you can enjoy the best of both worlds and ensure that you have the ultimate work-life-balance.

Tip #1: Empathise

The simplest and most useful strategy for dealing with customers, whether they’re polite and friendly or irritated and brusque, is to imagine yourself in their position. Putting yourself into the mind of the customer helps you to access the needs and desires of the customer, and make your interaction more efficient and pleasant.

Tip #2: Courteous Behavior

Take ownership of what has gone wrong. Apologizing in a simple, direct manner will give the customer the sense that you are on their side, and that the company they’re dealing with has enough humility not to cover over a mishap. Say thank you as and when required as it helps in building a good rapport with customer.

Tip #3: Explanations

When something has gone wrong in a customer’s use of a product or service, they’re likely to get frustrated as it spoils their experience. It is important to explain the root cause of problem in precise, direct language and not make unnecessary excuses. Best tactic is to focus on creating a solution to the problem instead of fixating on the problem.

Tip #4: Product Knowledge

You should try to learn as much about the product or service you’re dealing with as possible. This way, when a customer mentions a detail about the product in passing, you’re familiar with the product enough that the detail is not beyond your comprehension. Customers who are upset or frustrated are more likely to calm down if they get the sense that the person they’re dealing with is deeply familiar with the product itself and is well-prepared to help them. This makes for a friendlier and more productive phone call.

Tip #5: Active Listening & Acknowledgement

Once a customer has finished describing the problem, repeating back a quick and clear summary of the problem will immediately establish your expertise to the customer and will win customer’s faith that their issue will be fixed. If problem is complex, do ask clarifying questions–this will make the customer feel that you’re really present and listening.

Tip #6: Customer Feedback

Do ask for customer feedback at the end of a call as it gives the customer a sense of control and provides you with the tools to improve your customer service techniques with every call. Be sure to use direct language along the lines of, “If you don’t mind my asking, is there anything I could have done differently today that would have made your experience better?” By gathering this kind of information, you will soon know tips and tricks specific to the product you’re dealing with and the demographics you’re speaking to which will set you on the right course for superb customer service.

To create brand value & loyal customer base, organizations are using inbound and outbound call centers to deliver the satisfactory resolution to the customer using several communication channels like phone call, email, social media, fax, chat bot etc.

Outsourcing means leasing out your business services to another party, so business tasks are carried out at a remote location. Basic reason for outsourcing call center services to the service provider is to avoid the hassles of running an in-house call center & instead focusing on product.

An outbound call center can help the organization by letting them focus on carrying out the activities related to logistics & shipping, packaging and various other factors, while, call center team can focus solely on addressing the issues of customers and practice telemarketing for convincing them to buy product and services.

Outsourcing gives a sense of relief to business owners, as the agents there are trained in comparison to in-house agents, for carrying out customer service task swiftly. Outsourcing services to the service provider can make a win-win situation for business organizations to explore more of the virtues.

BENEFITS OF OUTSOURCING :

Advanced Technology and Infrastructure:

Advanced tools like Internet of Things (IoT), Artificial Intelligence (AI) and Chatbots can cause a usual break in terms of monetary flow for your organization, which is not viable in the long run. Hence, outsourcing the essentials of outbound call centers to third party resources can help in mitigating the extra cost.

Third-party takes care of both human & technical resources as well as infrastructure that can mitigate the effort of their employees as well as the parent business owner.

24/7 Customer Service Round the Globe:

Setting up an in-house call center with the intention to offer round the clock services is not sufficient enough. Engaging customers for business purposes can be from anywhere around the globe, it can be either from an eastern country or western country.

Outsourcing call center services to India can bolster in managing the call center with its flexible time zone difference deliveries, compatible for the employees as well as the customer.

Outsourcing agents are trained well enough to deal with the customer in various languages just apart English and Hindi, they can even accommodate the services in regional language as per the project type.

Outbound Call Center Services:

Acquiring call center services doesn’t mean, it just have to deal with getting in conversation with the customer over the phone call regarding the product complexities or support from the executive. The inbound and outbound call center services differ in a highly good manner.

Here, the inbound deals with calls made from the end of customer to outbound, where call is made from the end of executive, with the purpose to propagate the business virtues for yearly sales and enhancing ROI.

Busting the myth, the outbound call center services doesn’t only deal with telemarketing services over the phone call. Rather, the outbound call centers can include services like order taking, customer support, lead generation services, third-party verification, appointment setting, fund raising and many more.

The adding up of outbound call center services through third party resource can help in changing the fortune of business and its related opportunities.

Call center outsourcing companies offer services to the client and their customers. Average wait time is a common term used in call centre industry to signify the time lapsed between call connecting to IVR and connecting to associates.

Valuing the time and emotions of a customer can only be measured with a responsive attitude of the call center executive to answer the call of the customer by managing the rate of Average Waiting Time (AWT). 

UNDERSTAND AVERAGE WAIT TIME:

In order to match the requirements of customer, BPO outsourcing companies practice hard to regulate the ins and outs of calls in a call center to increase the level of customer satisfaction score, which is only possible when the customer will have astounding experience over the phone call by getting in touch with the call center executive.  The standards may vary on the basis of various protocols, responsible for the delay in handling the call on short note.

The standards have been measured as per the customer satisfaction rate and speed of answering the call- getting in contact with the executive or to receive a call back from them, following the IVR system integration in the call center organization. It is followed aa per Service Level Agreement decided by client.

Delay in call answering can lead to increase in call abandonment rate which is not good for effectively  managing the call center metrics.

The average wait time (AWT) can be calculated by the following formula:

Average Waiting Time = ( Total Time Customers Wait in Call Queue /  Total Number of Calls Answered)

 

REDUCING AVERAGE WAIT TIME (AWT):

Delaying the response to contact the customer over  phone call can result in the deflation of business.

Below are ways usually incorporated by the call center companies to reduce the average wait time for making the flow of call center services swift and agile.

GGuide Callers Through IVR Technology:

BPO outsourcing companies hold the record for bringing in the new technologies in their business structure to uplift the customer experience.One of such boosting technology is IVR i.e; Interactive Voice Response.

Outsourcing firms can help in reducing the average wait time by guiding the customers over the phone call through IVR for approaching the correct gateway rather than wasting their time.

The IVR technology directs the customer from choosing the preferred language type to problem type that helps in distributing the customer amid the dedicated call center agents for solving the related queries.

Monitoring Call Center Metrics:

Call handling time along with call waiting time can help the managers in rating their employees for the future project-related opportunities.

Apart from these metrics, the outsourcing companies can use the features like call conferencing, call recording, automatic call distributor, predictive dialler and various other mediums to reduce the wait time of the customer to a minimum as per the required business type.

Tools and Agents:

Call center outsourcing companies are known to equip the employees with the latest set of technologies and tools at a regular interval.

BPO outsourcing firms make a judicious investment in stores and also train their agents over the same for extracting the maximum output by solving the customer’s query in minimal possible time through these channels.

Call Center Supervisor is responsible for multiple things and need to be a jack of all trade. The most responsible role in a call center is of a supervisor, as it is a supervisor who makes or breaks a business.

SUPERVISORS QUALITIES:

A supervisor must possess multiple qualities to manage everything perfectly. Basic qualities that are required in a good contact center supervisor are mentioned below:

Experienced in Customer Services

Supervisor acts as a leader. He is the one responsible for multi-tasking at the same time. The supervisor performs multiple roles at the same time. Customer services is not an easy job. There are many things that play collaboratively a vital role in customer relationship.

Flowing are some major skills that are acquired with personal experience in the call center.

Time Management

Pressure Handling

High Targets and Results

Team Management

System Knowledge

Customer Satisfaction

Communication skill

Critical and Solution-Oriented skill

Persuasion Skill

Leads Conversion

A contact center agent experiences and tackles all these things regularly. Which makes him/her  master of all trade. One who has multiple years of experience in the contact center can understand every aspect along with working mechanism and can tackle it with confidence.

Product Knowledge

To be an effective superior you must have complete product knowledge of your product. Supervisor can act as Subject Matter Expert to manage critical calls and customers. When they have expertise in the product or services, they can easily tackle the customer .Mostly they are the one who also converts difficult leads into sales and deals with an angry, frustrated customer. There is no chance of mistakes for contact center superior.

Optimistic Mindset

Supervisor must be self-driven, motivated and optimistic. He must have the ability to focus on results and targets. He/she also need to act as a cheerleader for optimizing team performance.

Contact center deals with a lot of clients and management pressures daily and so a positive attitude can help him become an excellent supervisor.

Multi-Tasking Abilities

Supervisor needs to multi task several things at same time, most common of which are mentioned below:

Team Management

Customer management

Leads and Sales Management

System Management

Manage contact center SOP’s

Manage Contact center Rules and Regulations

Supervisor  is the only one who is completely responsible for his/her team. A good supervisor not only manages its team but also keeps them motivated. He/she is responsible for leads and sales along with sharing reports and stats after team evaluation.

Energetic

High energy can assist you to achieving the maximum output by keeping the team motivated. In fact, you can survive even in downtime or contact center downfall.

Critical Thinker

The world is growing with unlimited technology innovation which is enhancing the contact center. You can be in a difficult situation anytime so you need to be an out of box thinker.

Your critical analysis skills can help you achieve your targets. It keeps you one step ahead in your industry.

Solution-Oriented

You can adopt the latest technology solutions to enhance productivity. Train your team to solve all major problems themselves. Always come up with new ideas and approaches.

Listening and Reasoning Skills

The only way you can provide the best solution is when you listen, understand, analyze the concern. Most importantly, you must have to ability to stay calm and tackle your customers. Many people also use bad language but a good supervisor considers it a challenge and show a willingness to tackle with dignified communication skill.

Communication & Persuasion Skill

Of course, your communication can assist you to tackle everyone perfectly. Persuasion skill also facilitates you in convincing others too. In fact, you as an extraordinary result-oriented supervisor must have strong persuasion skills.

Above all, you need to engage your customers and convert your leads into sales with your persuasion skills. Its helps you in team management and in other important settlement with the management. Certainly, it will be the most value-added skill in your contact center carrier.

Customer support is the basis on which trust, loyalty & good will of brand is built in customer’s heart. It is integral that customer service business is oriented towards improving customer support by using new additions such as live chat. An interesting fact is that 63% of shoppers prefer using a website with live chat for repeat purchases. Live chat helps in improving customer experience, few of those ways are discussed below:

1. ZERO WAIT TIME

One of the most favorable characteristics of live chat is that customers no longer have to deal with endless waiting, as there is no long IVR, where a certain selection has to be made, to get through to customer service associate. Understanding customers’ needs such as not spending time waiting for the response will depict you as a customer-centric company that orients towards their best interests.

When it comes to people, customers expect the same quick response they are used to getting from electronic equipment and technology, this is exactly what live chat can deliver.

2. CONVENIENT FOR CUSTOMERS

Live chat makes the buying process more convenient for customers because they can turn to a live agent for any potential difficulties or questions. 44 % of online consumers say that one of the most important features a website can offer is having a live agent to turn to for potential questions in the middle of an online purchase.

3. ELIMINATES ANTICIPATION FOR THE RESPONSE

Statistics show that average wait time on social media is 10 hours and an email response takes longer than 12 hours. Live chat is a solution that eliminates these troubles.

4. COMPETITIVE ADVANTAGE

Rising number of entrepreneurs makes it harder for a business to stand out. Small, medium and large businesses are all equally devoted to standing out in the crowd and earning the customers’ attention. Real-time customer service can be your way of differentiation. If a customer is torn between you and your competitor just emphasize that your biggest positive point is customer satisfaction which is why you provide your customers with live chat.

5. BETTER CONVERSION RATE

You can configure the software to greet the visitor and ask if they need any help. By initiating the communication you’ll have a chance to convince the visitor to buy a product. If a potential customer is hesitant about the product but then he sees the live chat option, asks about anything he or she wants to know and their dilemma will be solved. This leads us to the desired outcome – the visitor becomes a buyer.

Live chat software provides you with all the data and analytics about visitors patterns and behavior. The collected information can then be analyzed and used to improve further marketing efforts. To analyze the data you can integrate the live chat with Google Analytics.

6. ADAPTABLE

Considering that customers will be speaking to a live agent, they can ask whatever they want and the agent will provide them with the corresponding answer. The best way to make the most out of live chat is to train the agents to be competent to answer any type of question. The customers will love the fact that they won’t be passed around multiple support channels.

7. EASY ACCESSIBILITY

If your customers are spread around the world, live chat can save you a lot of money. Live chat enables the agents to interact with customers no matter where they are. Simple access to the internet and a few clicks on the website is all that you’ll need to establish customer interactivity.

8. MITIGATES NEED FOR MULTILINGUAL SUPPORT

A simple tool such as Google Translator will allow agents to speak with customers in multiple languages. Some live chat software have inbuilt translation feature which makes the agents’ job even easier.

9. COST-EFFECTIVE

There is no need for spending money on equipment for phone support. In addition to eliminating the expense for phone equipment, a skilled live chat support agent can interact with up to three customers simultaneously while the call center operator can only help one customer at the time.

10. RAPPORT BUILIDING WITH CUSTOMER

People are social beings and offering them robotic and generic answers won’t suffice to evoke trust and emotion in them. Zendek showed that 73% of consumers claim that friendly customer support makes them fall in love with a company, whereas 52% have made more than one purchase from a company after they’ve experienced positive initial customer service experience.

Live chat gives a human touch to customer support mixed with fast response. Superior customer support services can play a crucial role in business growth and live chat can be the source of that winning customer service.