Author: iccs-bpo

The work of a customer care executive is not as easy as you might think. Most people feel that it is nothing to answer calls all through a day, but in reality it is really a big matter. Customer care executives or the ones you know as BPO employees have to hold on their patience all the time. They are expected to be calm and composed and simply answer calls without putting up their own views into a conversation.

What we miss to notice is that a Bpo Service provider often has to handle critical cases and irate customers. People who call on the outbound call center are generally customers who are facing some or other issues with the company’s products or services. They are angry and speak harshly or behave rudely and are in want of immediate answers, which at times is not possible. This may irate them further and heat up the conversation. Handling such situations are difficult but outbound call center services need to learn the tricks to calm them down.

If you happen to be a part of an Indian BPO or deliver trainings at a call center, this article is going to be helpful for you. Here we will reveal some of the tricks to critical cases of grievances and difficult customers. So, make sure you read till the end and emulate our methods into your professional career.

Taking care of genuine grievance

Corporations often miss their service commitments by a huge margin that balancing them becomes a problem. Even with the help of the most experienced outbound call center outsourcing staff they aren’t able to handle the issues. This is perhaps the most important case among the discussed cases in this article. If the case of genuine grievance spreads out in the media, the business corporation has to face serious consequences, among which defaming of the company’s name is a major threat. It can put down the company’s reputation in the market. BPO Provider agents who receive such calls should not waste time but transfer the calls to their seniors as early as possible.

Dealing with the off loader

Callers are of different types. Under this category you will find callers who do not have any legitimate purpose to make a call. They mostly have experienced a personal strain for which they would express their grievances against the enterprise and its staff members. They often create a scene out of trivial matters.

Your staff may find these kinds of callers very much frustrating. They are almost a waste of time and energy for a Bpo service provider in India who has handled more furious customers in the past. But in spite of the fact, your staff members should take them seriously. Advise them to use officially concerned language while resolving their cases.

Handling an offensive caller

Not all callers will have a good language. There will be some who would hurl abuses. They generally are high pitched and always angry. But the interesting fact is that most Bpo Outsourcing Companies wants to receive calls from these types of callers. Under the provision where companies are endowed to protect their employees from client abuse, these are the only calls offer them the opportunity to terminate the call.

Advise the service providers to warn the callers at least thrice before disconnecting a call. No matter how much conversation you have your language should always be polite. Abusing the customer in no case shall be considered. It is of utmost misconduct, even if it is the result of retaliation.

When there is a Threat-Maker

Often confused with the offensive callers, these callers are quite different from the former. The offensive callers have the intent of insulting Bpo Companies while the latter finds pleasure from the physical and emotional intimidation. Moreover, if the service provider responds rather in an intimidated way it would further give chance to the caller to add weight to his grievance. Offering inappropriate ways of compensation would only encourage them to raise complaints.

Certain things to remember:

Bpo Outsourcing Companies in Delhi should train their telecalling agents properly to pick and answer customer callers. They should be very careful while handling cases of irate customers who listens less and speaks more. Following are some of the rules that outbound call center services should always emulate in their behaviour:

• The first and the most important step is to listen actively. Listen and note down his grievances. Start the conversation with a neutral statement.
• Don’t interrupt your customers. Let them explain their case and pour out their aggression.
• Make always use of personal pronouns like “I” as much as possible. Limit the use of “we” as less as possible.
• Say “Yes” whenever necessary. Customers feel happy when they get positive reviews in order to get their problems resolved.
• Words like “certainly”, “absolutely” and “definitely” should be used as often as possible.
• Irritated people do not like to be told they are angry. Care agents have to make sure that they remain positive all through the conversion.
• Take their feedback and refer it to the managerial team with the details to suggest improvements on the customer’s behalf.
• Keep a check on your tone. Maintain a polite and gentle tone because flat tone can make the situation worse.
• Keep smiling and hold your patience.

If you own a business you would surely want to reach the peak, won’t you? Admit it or not every business dream of gaining the top position in the market. But it is impossible without the business can running smoothly. If it does not have enough sales, it means it is moving towards its doom. Thus, this fear makes them work altogether in a group. When they achieve a goal, never estimate that the company would stop, the show proceeds with the attempt to attain another goal, and then another, so on and forth.

It is a fact that though owners dream of climbing the path of success, they often find themselves descending. Sometimes, even with several trials to improve products and services they are unable to grab a foothold in the market.

Most fail to understand what went wrong in their efforts. But it is not their efforts that needs to be blamed but the focus from their customer services. Yes, that’s exactly what affects a company’s customer database. Only gaining new customers won’t do, you will have to maintain your existing customers too.  The moment you start feeling that these are your permanent customers or ignore their efforts to reach you, the older ones would start leaving. Although there is way to turn around the statistics, all you do is take the help of a bpo in India to see how they help you to get back into track.

Necessity of a win-back program 

If at some point or the other you were negligent towards your customers, you should better become serious. This is not a matter you can ignore completely. There can be a high chance of receiving leads from the efforts of those call center support services. But the chances can be more fruitful if you try to bring back your lost customers as they are someone who already has a liking for your company.

A customer win-back program is regarded as a good option because it brings back customers positively rather than having you wasting your time after a newbie. They might have left because either they had faced certain issues that were not answered, or they got attracted to some other offers by a competing organization. So, by certain offers and resolving their grievances (for which they left your company) can get their interests back. It is, therefore, a bit easier to gain back existing customers rather than luring newer ones in an open market like the world of internet.

Call center services can actually help you gain the trust and make them loyal again. Therefore, if you haven’t yet invested in an outbound call center outsourcing, its time you get started. Now, moving on to the topic let’s find out what they do or how they work in order to help you.

Get to the end of the Problem

Customers who have left must have done so under some reason. Try to understand the reason underlying before even getting in touch with the person. Track all the details, the calls, their purchases, the preference types, and everything related. Then ask your call center services in India to ascertain what exactly went wrong when they opted for another company. This is another trick that can help you win back your lost customers.

Ask Them Why They Left

When the agents of your call centers in India call the customers, they should first greet them and then straight away ask them the reason for their leaving. No need to keep guessing the case. You may ask them to go straight as there can be no one apart from the customers themselves who can better let you know the reason. Now, when they have given you the reason it’s your time to work on them. Also doing so will make them feel valued.

While the agents are on the call advise them to assure the customers that the same thing would not happen again. It is a small trick to regain their trust. Experts say that in most cases customers do switch back. But at the same time the customers have to be ensured that your company really does not repeat the mistakes.

Offer an Action Plan

Well, never request the customers to purchase from your company again. Try offering them the best solutions instead. Focus on improving the services. The better the services are the more likely they are going to turn back.

Recuperate Customer Trust

Your outbound sales call center must be very much specific while talking to the customers. They should choose their words wisely. A harsh work or behavior here and there can disrupt the relation again. While soft and sweet conversations intended to look after their needs can revive the lost trust.

Give Incentives

Again enticing your former customers towards the brand can work greatly for some customers. You may lure them by offering them great discounts, combo offers and various other deals. You may also consider customising the offers for some of your former valuable customers. This will make the customers feel how much you value them and are willing to rectify any past errors.

Educate the Former Customers

Ask your outbound call center to educate and inform your customers about the company’s existing products. Let them know how much different and improved the products are from their previous versions. Also tell them the reason the products are a worth trail now. Additionally, you could also apologize to them for the issues they had faced earlier and give them a proper reason why the issues weren’t looked after at that moment.

Some other Ways to win back

Regardless of the above mentioned ways, there are numerous ways you should work on to improve customer experience. One such point is securing payment gateways, and safeguarding sensitive information.

So, by now you must have understood how call center outbound can help you lead the path of success.  You can definitely invest on them, precisely on call centers in Delhi. As they are very dedicated and work very seriously to deliver what their customers desire for. But before you start, make sure you are ready with the list of customers that had once been a hand in your success.

In today’s world of rapid globalization & changing market strategies, companies face extremely tough challenges. To maintain this pace & continue the edge to edge market sales, many companies are changing lanes from a product- sale plane of action to a much broader perspective of marketing & customer satisfaction strategy.

Customer is always right! Organizations swear by this statement. Customer expectations have spiked to the highest potentials. With the growing demands of the customer, there has been a lot of intolerance from the customers as well. Therefore, it has become all the more necessary to build strong customer- company relationships. Offering proactive services to your customers by introducing, engaging & engulfing customers has become the foundation of such a process to fulfil the goals of the company.

Proactive & reactive customer services: as of yet, not many companies have understood the importance of proactive service strategy. They are still practicing a reactive service strategy. In a reactive service protocol, companies only react when a problem arises from the customer. This occurs only when, the customer reports a problem. A reactive service; company will wait till the time a customer tries to contact the service provider & ask questions. There is a high probability of a negative feedback in such scenarios. The brand loyalty is adversely questioned; and a two communication is affected between the company & the customer.

On the contrary, a proactive service provider will approach the customer before there is a problem. It will monitor customer behavior for possible problems & timely reward the customer with reward points, payback points or loyalty referrals. They try to build a strong relationship between the customer & the company. A proactive service helps to earn brand recognition & respect for the company. A BPO in India is an effective way of using proactive service at its best. BPO or business Process Outsourcing is to outsource operations & responsibilities of businesses functions to a third party service provider. A BPO can include call centre services which handles a part of the clients businesses by handling telephone calls for the company.

The importance of a proactive customer service:

Nurturing customer loyalty: A proactive customer service fosters customer loyalty. A customer will like to interact with a company not only when he has a problem but also be happy to know, that the company has not forgotten him.

Reducing inbound calls: an important aspect of proactive service is the reduction in inbound calls. The Outbound sales call center is specialized in initiating calls from the call center to the customer prior to the call from a customer or client. Calls from the telemarketing or surveys are usual calls from a company to show proactive support.

Self-improvement: a proactive approach can help determine the actual brand value of the companies by surveying satisfaction/dissatisfaction rates, opportunities & failures aspects.

Individual customized service: what could feel more special than giving customized, special attention to your customers? Every customer is special & one in a million, if this is conveyed to the customer, then it’s a win-win situation.

Customer satisfaction: proactive service avoids disappointment & let downs. Improved customer satisfaction helps to generate revenue.

Brand awareness: a proactive customer service ensures the brand is remembered. Customers follow the brand everywhere. More followers’ means more reviews for the website.

How do we provide a proactive customer service: the Out bound call centers in India is a type of proactive customer service which is growing rapidly. Call centers in India are one of the takes for proactive customer service providers.  The call centers in Delhi, have popularity for not only inbound calls but are also serving as outbound call center.

Call center support services: help customers to register their complaints, register feedback & provide reviews of the services they have availed. Getting a feed-back is easy, a survey can be framed for 2 minutes. Such support services provide information on personalized products & its servicing information timely.

Rewarding customers for their reviews, offering them loyalty reward points & explaining them how they can avail these is an important task of a proactive customer care strategy.

Prior information:  sending an e mail for renewal subscriptions & offering a discount to thank them for their business improves the chances of retaining the customer for a longer time with the company.

Admitting mistakes: it’s always better to admit your faults even before the customer finds out. If your company finds out a problem, you can offer an apology to the customer, offer a discount on future renewals, and explain the nature of the problem & its cause & effect ratios.

Live chat session: a live chat consultancy with the customer saves time & the doubts are resolved immediately. The customer does not have to hunt for contact details & wait days before they a reply from the company.

Regular polls & surveys: regular sale surveys & feed -back via call center support services ensures the customers timely reviews. This helps in maintenance of easy information regarding customer’s satisfaction census.

To recur the cost effectiveness & the efficacy of a product, call center services in India are working 24X7. They provide support services not only for marketing purposes but also specialize in determine key strategies for company’s growth on a long term basis. Feed-back is an essential feature of the call centre outbound services. These services timely ensure customers feed-back & the response to their product. In such a scenario company’s get assurance of the selling products simultaneously.

An outbound call center can be acquired by an already established outbound call center outsourcing provider. To find a good outbound call center outsource you have to find the key features such as:

An excellent record of accomplishment

Experience in customer service & sales efforts

Expertise in providing such service

The broad-spectrum range of different types of services provided

Call centers in Delhi have trained expertise in delivering what is best for the company. Their staffs are constantly upgraded for customer care. call center outbound professionals deal with day to day customer queries approached before the customer demands. It is therefore a more positive & proactive approach towards customers. Outsourcing services for both the company & customers can enhance the production & enhance the key requirement of the receivers. Customers like to be always on the top list of the company & love to avail beforehand cash coupons or vouchers. Loyalty from customers can only be demanded when the company promises to be loyal.

In a world of cutting-edge innovations, it becomes invariable for companies to carry out research surveys in the market. Market research is crucial a vital tool in understanding business growth rates, sales & the latest product developments. This helps to set achievable targets, make well informed market decisions & develop effective strategies. Research of the current market trends & for using it to your advantage is crucial in reaching out to the target audiences.

Decision making is the ultimate challenge a company faces. Business research leads to certain strategies or the company decisions. A good business man knows the importance of an elaborate research of the market. What does an extensive market research reveal?:

• Competitor’s product & services: there are multiple competitors in the market. To know the presence of one or more competitors & the knowledge of their products & services is of great advantage before launching your own business products. This helps in analysing the pros & cons of your own products
• Marketing strategies: learning what the other businesses are doing for their endorsements & publicity, you can formulate your advertising scope. Financial & physical efforts can be decided, once you are aware about the target, you can formulate your goals as well
• Target audience: researching about the same products is an extremely important issue, for knowing the target audience. The target audience is the population which uses the product maximally. Therefore to know this, the research will reveal about where will be the maximum consumption of the product.

Marketing research is of utmost crucial to sustain a business in today’s world. It helps in gathering data for product or service development. Marketing research requires a very specific data in a limited time span, so many companies are choosing to outsource. Marketing research outsourcing helps to overcome time & pressure of the potential market. As a result, companies are outsourcing this, in form of, call centres. This enhances customer responsiveness & lowers the costs of a survey. BPO in India   or business process outsourcing in India is a type of outsourcing strategy, where in call centres in India are given contract of responsibilities for researching purposes.

Call centre services in India offer a wide scope of market resource material.  Call centers in Delhi have placed a cost-effective solution for researching the market. They have a dedicated team of call centres representatives who are working to cater these services for the public. These reps are expert in not only resolving client issues but also being proactive in understanding the forthcoming issues that a customer may have. They collect surveys in in-order to be aware about the current scenario of the market. An exclusive marketing research call centre will have the following qualities:

• Excellent explanation of their products
• Extensive knowledge of their existing products
• Initiating appropriate market strategy
• Offering 24X7 non- stop telephonic assistance
• Time to time software upgradations
• Provide referrals
• Exclusive industry insight

A good call center support service will ensure that all this is being delivered to a client irrespective of the location of a customer. The client is provided with technical support, e-mail management, live chat support, mobile & SMS- text support. Researching the market has its own advantages in terms of:

• Objectivity of the view point of a third party & ensuring the integrity of the investigative process
• Having an up to date knowledge of the advanced technology of market & updated software
• Utilizing the resources to the maximum for a maximized performance & minimizing costs. Increasing market responsiveness at the same time
• Hiring an agency allows to speed up the volume of surveys for a more accurate data. Better data leads to better decisions & ultimately to better business
• Collaboration with a good research team will speed up the responses of the reports. There will be a quick reaction to upgrade business tactics.

Call centres have been specialised in outbound sales call. The outbound sales is a branch of the company’s tele reps who make calls to leads through list for previously demonstrated products or by engaging with a brands content; for example filling out a survey form , emailing a business or making a previous call to a business.

An outbound call is self-initiated by the business, on behalf of the company. They are typical calls including telemarketing, sales or even fundraising calls for surveys & verification purposes. These calls can sometimes be extremely intriguing & detailed. When a telecaller calls on behalf of the company, he is trying to project a positive image of the company by focussing on what the company has to offer & not what the client expects. It is therefore the responsibility of the sales team to correctly guide the questions of a sales representative. Every call centre service yearns for maximum market cognisance & information. So, how do you make a good outbound sales call for increasing the reputation of your call centre? Here are some tips to do that:

• While talking to your client be confident & maintain a neutral tone
• Be completely aware of the offers, discounts & services which the company has to offer
• Listen to the customers. In this conversation, the client may pin out flaws of some other companies & their positive & negative experiences
• Do not assume, let the client confide
• Prepare yourself for  possible adverse questions about the products & objections

The outbound representatives are constantly in search of new leads, contacts & nurturing the contacted lists. This helps to motivate the unmotivated buyer & inform the users about the new technology available in the market. It makes the consumer market more aggressive in taking their decisions. Researching the market prior to launching a product allows a wider scope of networking. However, whenever a consumer is in dilemma about the usability of a product or a brand, the outbound services are definitely a helping hand. Advertising of a brand solely depends on the evaluation of the brand after rigorous research of the market. It is conducted on behalf of the clients in assisting a firm grasp on the market immediately after a launch. Telephonic conversation is the most effective & efficient way to know the market depth & it offers valuable information about current status.

With the rise in the disposable income, Smartphone penetration, improved connectivity, and tech-savvy millennial generation, there is an exponential boom in the travel and tourism industry. Now the Industry has been evolving more rapidly than ever before and is competing more aggressively in the market place. Newer business models are coming up very fast, and one of the most successful business models remains the BPO outsourcing in travel and hospitality.

The modern fast passed global economy has redefined the principal objective of a firm to stay ahead. Creating more value in all the activities of a firm including its products and businesses is taking the front seat of a business objective. It is being followed by the efforts for maximizing the sales as well as revenue. The value chain framework and the transactional cost are the two main management structures that can enable a business to achieve customer satisfaction and develop insights.

How BPO growth rate is improving in Travel and Hospitality: The Business Process Outsourcing in the travel and hospitality sector is witnessing continuous growth and newer opportunities. BPO industry operators are striving hard to extend the best in class service that can lure more customers to an industry. The online travel companies and the scope of new business that emanates out of the digital business models and sharing economy can offer more unique streams of revenues. Also, the BPO industries are using multiple channels to communicate more effectively with customers and customers are also provided to teach in the preferred language.

Factors that make BPO services so popular in travel, hospitality and tourism sectors: The bpo in India offers comprehensive, customized solutions that can help the travel and the hospitality firms to improve the operational efficiency. It also helps to have timely delivery of service at a very reasonable price and offers enhanced customer satisfaction.  As per the opinions of industry experts, the call center in Mumbai can help the clients to make the position of business stronger.

Also, the social media presence globally can be vastly improved, and all these are possible by ensuring that prompt services are delivered to the customers. It will further help to have sustained enterprise-grade mobility solutions and improve continued customer relationship with the existing as well as prospective customers. The call center services can help to overcome the current bleak performance of the hospitality sectors in no small extent.

What type of problems the current travel and hospitality sector is facing: The hotel industries, airlines, car rental services, are going through dismal performance in financial results due to some of the following reasons:

• There is considerable debt
• Increase in the cost of financing
• Change of government rules and regulations and growth in the compliance cost
• Decline price and increase in competition
• More dependency on asset-backed financing

These problems mentioned above are some of the key reasons that make engagement with call center support services so valuable. The hospitality and the travel industries can survive in this testing time due to this relationship only.  It is possible for the call centers in India to deliver a fast and straightforward solution that can help the clients to reduce the overhead costs. Travel and the hospitality industries are now able to survive a severe economic downturn and can ensure to have sustainable future growth.

What essential valuables are offered by BPO solutions? The hospitality and the travel industries can very well leverage BPO solutions due to the vibrant capital outlays in such sectors. The capital outlays in these industries are variable to a large extent, and it changes according to the economic condition of a particular country. When such business partners with reliable outbound call center outsourcing, it is possible to increase the accountability of the employees to a large extent. Also, it helps to streamline the functions by reengineering the existing services after identifying the drawbacks, and it significantly reduces the cost of operation.

The expectation of the travelers has changed by a large extent by the advanced technologies and by the easy access to information. For a travel service, each trip is made up of several services, products, transactions and each of such areas raises further expectation from the others. , and you can find excellent call centers in Delhi that can help to orient the services and the products. The services of the professional companies have been perfected over years of experience and expertise and can provide the satisfaction of the customers.

• It transforms the ecosystem of the channel: The BPO services can make a big difference by managing the matrix of the interplay among the different channels used by customers. Now the Outbound sales call center can integrate the various channels seamlessly, and a single omnichannel view can be made. It can transform the experience of the customers and will help to retain more customers, resulting in higher profits for the business. Now, it becomes easy to track your interaction with the customers across different channels in one single integrated view.
• Self-service channels in the web: With the outbound call center, customers can get easy access to all information, and there will be quick and secure transactions. The BPO services can effectively remove the drawback of web services and can integrate with AI to offer personalized services.
• Voice, chat video chat services: Voice can be the quickest option to make a complex transaction secure and it provides an easy way to vacation planning or reservation changes, etc. Also, the introduction of IVR technologies has improved the self-service capabilities that have also reduced service costs. The chat can lower the cost also by a large extent and help to drive better sales conversions. Chatbots have been the most prominent among the emerging trends to provide the customers best media to solve their queries very effectively and promptly.

On the other hand, the video chat facility that is provided by the call center outbound services can easily be the best thing to happen. Moreover, with the advent of advanced streaming video technologies and the lower bandwidth cost has made it all, the more popular.

For any business, the customer comes first. It is their satisfaction towards the company’s products and services that make a company get its position in a market and its market value. Therefore, each and every company makes sure that their customers return satisfied. In order to ensure that a company takes several measures to improve its products and services and one of them is to establish its own call center support services.

Why the idea?

Every company wants its customers to leave with a lasting impression (positive). They feel that a positive, responsive and professional approach would always make sure that their customers feel happy. And when they are happy they would surely return to opt for same services whenever they are in need. Moreover, business owners gain much confidence in carrying out their day-to-day business activities.

Setting up call center services is a very crucial step for start-up and companies in expansion mode. They hardly can manage time to answer or revert back to client calls because of their day-to-day business actions and a limited number of employees available.  While outbound sales call center compensates for the needs with their flexible support team. In the long run, they help a company to expand its customer base while still keeping its focus undisturbed on the main operations.

Now, if a company has to get their hands on support services they need to choose between inbound and outbound call support teams. The two though carry out similar functions but varies largely because of their setup. Thus, a business making house needs to put forth their careful feet so that the decision in no way hinders their progress. Here in this article, we are providing certain pointers that will help business owners differentiate between the two.

Inbound Call Centers

There are several call centers in India that cater to the needs of the customers of a market giant. This team is shortlisted, hired and trained by the company itself and the employees generally receive a pay-out according to the company’s standard.  The name of Wipro in this connection is the most popular among people. What happens in such a call center is that customers who have purchased products and services from Wipro can get in touch with the support whenever they need assistance. So, mostly the calls are incoming and the support team needs to answer them.

The positive side of setting up an in-house team are as follows:

Company’s Personal Touch– Suppose you have call centers in Delhi, your team would look after no other company except for yours. So, they would be more and more focused on the customers and would also be able to render more time to solve their queries. Moreover, here the professionals are trained to represent the brand.

Enhanced Security– Without any third-party involvement, the fear of losing client data is almost negligible. Additionally, your customers will also feel secure when they know that they are communicating directly with the company’s representatives.

The downsides are:

A little expensive- From hiring to buying all the necessary equipment you will have to do all for in-house call center services in India. This can be a burdening factor in case your company is striving to set its feet. Furthermore, costs would be incurred to keep the technology in their best condition and employee service quality in check.

Compromised productivity- In-house team is efficient for core tasks. But when there are non-core functions to perform the resources fall inefficient to compensate with the requirements.

Outbound Call Centers

Outbound customer support centers are quite the obverse. The support team mostly focusses on making an outgoing or outbound call. Naturally, the calls are targeted to drive sales and made out to a list of customers or the ones presumed to be potent enough.  These type of team save a whole lot of time, effort and investment of a company as the needs are outsourced. The team is highly efficient making conversation with the customers, noting down their likes and dislikes and finding a convenient time to call if they are busy at the moment. It just doesn’t end there; the customers are called as discussed to fulfill the marketing initiative. If proper outsourcing is not done, it is found that 90% customer interest fads away.

The positive sides:

Work Oriented-Outsourcing the business operations helps you to focus on core business activities like manufacture, distribution and sales. On the contrary, if you ask your employees to focus on them they will come under pressure and show affected productivity.

Cost Effective– You can save almost 50% of the costs on resources if you are outsourcing your needs. If you are in search of the right market let us inform you that BPO in India is the most sought after in the world market due to its low cost requirements.

Minimizes Risks– Because you outsource your needs to a third-party company you would be in fear, but outbound companies offer you total security by entering into a mutual risk sharing agreement with the company. Thus, you can feel safe.

Offers Trained Staff– The company does all the stuff from hiring the right people to training them and keeping them updated from time to time. Thus, neither you have to bother about their experience, not their training. Additionally, the use of state-of-the-art technology at the hands of these talented staff ensures you are in safe hands and your sales targets are filled on time. Therefore, one valid point is they also save your time.

Some of the demerits are:

• Sharing some of the confidential information with the company may keep your company at risk in certain situations. At this point make sure certain specific data security standards are maintained.
• Remotely located companies keep your hands off the matter. While this seems less stressful when you have to look after the core activities, it can at times get on the nerves too.
• The biggest problem is the language barrier. Companies based in another country would not be as proficient as a company residing in the country.

Why is it important to improve the customer experience in banking?

The biggest battleground for the organizations is the customer experience. However, according to company’s point of view, the customer acquisition is crucial for its growth and survival. Any organizations which do not focus on the customer acquisition do not have proper aids to deliver the great customer experience.  Banks do have both virtual and the physical channels in order to deliver the banking services along with the financial advice for their customers in the most appropriate and acceptable manner as the customers do expect more along with the personalized services.

Nowadays, the customers do expect their purchase experience to be as good as the product or the service experience. The back-office support and their team always help the customers whenever in doubt. Almost 65 percent of the financial institutions believe that the do have sufficient data about its customers in order to provide them the personalized services.

Having a call center for attending the customer calls, listening to their complaints and giving then solutions to their problems round the clock has become mandatory for all the financial institutions. If the banks are unable to offer 24×7 customer service, the company is not able to earn the customer trust and in turn in the long run do suffer huge loss due to same.  The banks these days can opt for two choices. They can either go for an in-house call center or for outsourcing call center. Many banks and other financial institutions provide their customers with customer service outsourcing and back office support services. When it comes to back office support services in India, tasks generally encompass of the operations those do not take part in the delivery of the core products or the services.

The management of the back-office processes might affect the company success. The amount of data which is collected on everyday basis must be increased significantly because of the increase in the amount of the transactional processes those include collections, transaction processing, fulfillment of the order, application processing etc. All the above processes require time and cost-effective back office solutions.

It is much more important for the banks to provide what the customers want. If they need any personalized services, then the banks need to deliver the same. Whenever providing the personalized services, banks need to keep in mind the following things:

Provide multi-channel customer experience

Although, the customers make use of different channels for their banking, the banks also need to endorse numerous channels while they provide the personalized services. Aside from their branches, the banks also need to provide the personalized services through the other channels those include emails, video conferencing, the smart phone apps and telephones. Farther, the customer experience provided with the help of these channels always needs to be regular and coherent.

 

Augmenting the in-branch experience along with the ATM

Although the customers prefer digital channels for the sake of banking, there exist many who still visit the branches of the bank for money withdrawal. To make it more convenient for its customers, banks must come up with various small and smart branches in areas which are located for the customers to bank from.

Use of Social Media Path

These days all the banks have their presence on social media but nearly 87 percent of its customers don’t find the use of social media of their banks useful. Approximately 10 percent of the customers make use of social media sites for interacting with their banks. This count can be increased by helping the customers through the back-office support of the banks. The support people can help their customers by explaining how to use the social media sites for interacting with the banks in order to solve their problems. If you reside in Delhi or in Noida and are looking for help or support in the same, then you can try searching or Google for some back-office support services Delhi or back office support services Noida. One can even try for offshore Back Office Services.

To influence customer data

 

Until and unless the banks put their efforts in collecting and leveraging the customer data, they don’t become successful in assessing the customer needs and their preferences.

Customers are the first priority

Customer service has been given the first priority irrespective of it being a bank or the contact center. It is always important to provide its customers what they need rather than forcing them to opt for something which seems more convenient for the banks. It is important for the banks to collect the customer feedback and make corrections accordingly. Banks must use some sophisticated tools and proper customer service strategies to make it capable of providing the customers what they need.

The back-office support solutions cater to various businesses irrespective of the back-office support solutions India or the general back office support. 

The ideal back office support provider for financial institutions or companies have numerous years of experience in the same domain, leverages technology to give you a strategic advantage and greatly reduces your operational cost.  These are the primary requirements one must consider whenever looking for the back-office support or the service provider.

 

Never say no to the customers

Whenever you need any help, you need to find a way to help.  It might take some time but commit to negotiating a solution to every problem presented. Within reason, of course.

Banks: Keep the promises

If the banks promise something to the customers, see to that you fulfill the promises. If life gets in the way, as it sometimes does, then you need to communicate honestly about the situation so you can make arrangements as necessary. Customers must trust that you will do what you say.

Listen to customers

The fact is any brand should offer their customers a spot at the table to share their thoughts and a reward for participating and collaborating—even if it’s simply public recognition for their part in the process. Listen to them carefully.

Call centers and BPO running company have few things in common. The outbound call center services are carried through the call center agents those initiate the calls to clients.  In the outbound call center,the call center agents themselves approach the customers and the clients in order to sell the business product or their services.

The BPO companies are responsible for performing the process of other business organizations in order to save cost and time.  An outbound call center outsourcing companies offering BPO service should have a good backup of professionals handling the service. This will certainly help in getting the best return.

Following are few of the major business domains that rely on BPO outsourcing companies:

• Telecommunications

• Real Estate

• Banking & Finance

• Retail

• E-commerce

• Healthcare

• Tour & Travel

There exist many Key Performance Indicators (KPIs) those can be used for measuring the efficiency of the call center. In order to track the performance of the call center you need to follow the below mentioned list of KPI’s.

1. Customer Satisfaction

Customer Satisfaction is one of the most important Key Performance Indicator for measuring the performance of the call center as it provides you an assessment of the call center’s performance from those who count most, your clients. The customer surveys are used for collecting data and also include questions in order to rate the call resolution, the speed in which the call is being answered and the quality of the call. The first contact resolution is a critical metric which measures the knowledge extent and also the competency of the call center agents. If the customers are being put on hold or a rerouted for query resolution, it does impact on the customer satisfaction in a negative way and might even indicate that the agents in the call center need some more training in order to provide better service.

2. Waiting and Active Calls

The main duty of the agents in the call center is to resolve the calls in an efficient manner in order to reduce the waiting period of the customers. On the other hand, speed must not be compromised and the quality of the customer service and the agents must also ensure that the queries are being answered as per the client’s satisfaction. This KPI also measure s the ratio of the active calls in comparison to the number of callers waiting in line. An extremely high amount of waiting calls might indicate the need to employ more call center agents.

3. First Call Resolution

The main objective of your call center must be answering and resolving the queries as soon as possible thereby delivering good quality service. First Call Resolution KPI also measures how well the calls are being handled by the call center agents for resolving the issues. The primary objective is the first call resolution, but it is not always possible and might need some more calls in order to solve the issues. Whenever the issues aren’t solved, you might need to raise a red flag and need for further investigation. High percentage of the customer issues resolved on the first contact and the low percentage level of the unresolved issues will show how successful the call center is.

4. Average Resolution Time

The average resolution time measures the average time which is spent on each and every call. This Key Performance Indicator can be used for assessing the performance of each and every agent along with recording the overall efficiency of the call center. The dashboard of the call center is programmed to measure the average time resolution KPI. It will also help you in tracking this and the other metrics will help you to reduce the handling times by increasing the productivity and improving the efficiency of the customer service.

5. Percentage of Blocked Calls

Percentage of blocked call is said to be a critical KPI. It measures the number of calls those receive a busy tone whenever the customers are on call with the agents. This is the most essential KPI as and is also given the highest attention as every blocked call does represent a missed marketing opportunity. If the call of a potential customer is blocked then they might take their business elsewhere. The blocked calls are a sign which indicates that the call center is inefficiently staffed.

On the other hand, one must also check along with the other KPIs like the length of the call that might indicate that the problem lies in the trained agents.

All the above mentioned KPIs are the ones used for measuring the efficiency of the call center. There exist even more those tell you the performance of your call center. They even highlight the problematic areas along with presenting an opportunity for improving the efficient performance of your team at an individual agent level.

Any company whether big or small needs a BPOs or outbound sales call center to handle customer queries or problems. It is the best way to provide quality services to the customers. Usually companies are outsourcing the BPO services with large customer base & large number of clients in various locations.

Various companies those strain and try in achieving more lead themselves in putting their resources under strain and ultimately

Companies that overexert and try to achieve too much, this lead to putting their resources under a lot of strain and ultimately and finally makes them less productive. For any business to bloom and manageable workflow is being maintained which helps in completion of all the required tasks. So, here the question arrives of how to make better use of your resources and time? The solution is BPO Service Provider or a BPO Provider. This involves in the delegation of certain responsibilities to well-equipped firms.

When it comes to Indian BPO, you need to be careful while searching one that exactly suits your requirement. Whenever searching for the best BPO Service providers in India, do a proper check on internet and select the one which would surely fulfill your needs. You can even search for BPO outsourcing companies in Delhi.

Technological breakthroughs are happening rapidly and consistently which makes the landscape of the existing market more evolving and dynamic. The market operation matrix has become vast, and several new goals are being set by the businesses that depend on the market challenges. However, it is always not easy to come out with the right solution for each goal. To solve this problem, and to provide adequate high-volume customer service, many business entrepreneurs are now opting for call center services. 

It is not an easy task to contact a high amount of customer support calls all through the day and days and days with the in-house facilities available. One of the best ways to handle this job is to get the expert service of third-party vendors or, call center services in India. These types of call centers are expert in handling g all customer support related issues that range from selling the business products to solving customer queries.  One of the most important reasons for choosing this type of service is that there is enough potential for cost-saving.

What is the call center? In simple terms, a call center service refers to various types of services that are offered to the clients by the call centers. A call center can be defined as a physical workplace meant for making and managing telephone calls to the existing or promising customers. There are various types of call centers depending on the ownership of the call centers ore depending on the processes involved.

For example, a call center can be termed as an outbound call center where the agent makes the outgoing calls. In most cases, such requests are meant for selling a product, or for selling a service. In some cases, the calls are also intended for conducting market research, generate leads or even to collect debts. The success of a business can be significantly affected by the quality of the services provided by the Outbound sales call center.

There are also inbound call centers that help to receive and mage the incoming calls very effectively. These calls may relate to the service or product related information, bookings, and reservations, information related to technical support, etc. Sometimes the call centers are also classified as per the owner of the call centers.

Call center operations of an in-house based call center are also known as a captive call center. On the other hand, the call center services that are meant for managing external clients are termed as third-party call centers. Businesses are using the call center support services for quite a long time, and the present situation of the dynamic markets has made it a must.

Near-Source outsourcing and offshore outsourcing has helped to revolutionize the business models. It supports the managing of the small scale, medium scale as well as the global corporations very effectively with the help of the call centers. A few significant benefits that the call centers can bring to the businesses are discussed here in the following paragraphs.

Benefits of call centers:

• It can be very cost-effective and flexible: Amid the changing and dynamic trends of the markets, the outsourcing the jobs to a call center allow very high flexibility. You may be planning to move to a new market or introducing a new product, etc. It may be challenging to gauge the exact requirement of additional employees for call centers in such situations.

Also, there is additional cost involved in setting up a new call center and maintaining the same. When you partner with a call center, you will get ready to use facilities without the need for any capital spending. Suitable outsourcing service with BPO in India, you will have to manage the salary of the employee only for time spent over the phone with the customers.

• It can make businesses smarter: Organizations are grappling with several challenges like the shorter product life cycles, Business function disruptions by newer technologies, etc. Also, there is always a fear of inconsistency in customer loyalty, and it is putting the businesses under tremendous pressure. Companies need to streamline the operations most cost-effectively to retain an edge in the cut-throat competition of the market.

When, the businesses outsource the regular requirements of the call center to efficient third parties like the call centers in India, the operational efficiency increases.  The outsourcing of   the call centers also helps to reduce the operational costs and overall sales and profitability of the company increases. A good customer relationship program can build a road to success for business more efficiently particularly in this era where the customer service is poor. The professional call centers have deep domain expertise that helps to identify the inefficiencies of processes, and businesses can re-engineer their operations to make it smarter.

• It can reach the international markets easily: In case a business has planned to expand services to a foreign exchange it should be able to understand the language and culture of the area. Hiring a professional and experienced third-party call center like the call centers in Delhi can prove to be very useful in such cases. Your need for such transitions can be significantly fulfilled with the help of a well managed and resourceful professional call center.
• Access to the latest tools and technologies: As technological innovations are rapidly taking place, things which are true today, may not hold good tomorrow. It is also nearly impossible for businesses to buy the latest tools and the newest technological options repeatedly for the call center functions. Taking help of outsourcing call centers can be very beneficial n such type of situations.

It is because the professional and competent outsourcing companies for call centers already use the latest technologies. It has considerable experience in handling the latest tools and software that are in recent trend and have expert and knowledgeable persons to handle these. Thus, there will be no need to make any additional investment towards bringing newer technologies, and the business can be richly rewarded from the call centers.

Just like anyone can expect, the main concern in the healthcare sector is to provide an excellent patient care above all. The major focus of the healthcare organizations throughout the globe is to improve the patient experience from the early stages of the diagnosis till the recovery phases either in the hospitals or at patient’s home. Managing the experience of the patient is a task which costs the call center companies a lot of money for delivering good care thereby maintaining the standard of the patients care. This is where in the healthcare domain, the BPO services come into picture.  There also exist some non-core tasks wherein the healthcare organizations are able to outsource to the third parties as they can then focus their resources more on the things those matter.

Healthcare is one of the biggest industries in the world. The main agenda of the specialists is to focus on their practice thereby enhancing right treatment to their patients.  The main goal of the healthcare specialist is spending his precious time in treating patients for their well being.  It makes hard for them in looking the administration processes like accounts, billings etc.

So, how do they manage it?  One of the best options for them id hiring the BPO call center which is capable of handling their administrative tasks thereby letting the specialists to focus on the patients. On the other hand, this is not the only reason where most of the hospitals and the clinics turn themselves into the healthcare outsourcing ventures. There exist many other perks wherein the call center services for small businesses bring to table.

Here are the benefits of hiring a healthcare outsourcing company

Accessing the large skill force

The healthcare outsourcing opens the doors of a large pool of the skilled workforce which is capable of handling all types of complex projects.  All the professionals see to that the each and every task of the patients or the client is handled properly.

Enhancing the profitability and reduction in cost

It is one of the most important healthcare benefits for outsourcing because it helps to save nearly 30 to 60 per cent of the costs those can be incurred with the help of local resources. The inbound services in healthcare outsourcing helps in bringing some efficient resources and the infrastructure just at some low cost which increases the profit margins in the clinics and hospitals.

3. It is safe and secure

Contrary to the typical assumptions and misconceptions, it’s innocuous to streamline the billing and simplify the workflow through healthcare outsourcing.

4. Tight Leash

Although your job is done by the strangers in a remote way, you must still keep them in the tight leash. It helps you in getting rid of the frustration and the temper. The call center service provider in India, or the call center solutions do have their own benefits wherein one can pull up any record at any time throughout the day for making the notations.

5. Don’t need to scratch your head for changing regulations

When you outsource it to others, you don’t need to worry about the ever-changing rules, which can be a quite daunting task for you. But the vendors those you have outsourced to, have trained the personnel in order to cope with new guidelines, laws and rules.

6. Cost cutting on software

We all know that accounting without software is a vast job to do. Outsourcing medical billing (administration) tasks save a lot of money as you would save software and hardware expenditure. The call center rates are too cheap and one can easily afford them.

7. It lets you to get paid faster

The healthcare outsourcing helps people to submit their error free claims in a faster way along with receiving the payments in a shorter span.  These are few benefits those cherish you by outsourcing the healthcare. Always you need to ensure that you have chosen proper outsourcing firm or the inbound tech support that can efficiently carry out your administration process.

Below are some of the advantages of hiring outsourcing companies for healthcare organizations:

• Lowering Costs: Healthcare outsourcing partners have a team of professionals thereby saving the cost of hiring additional staff, training them and investing in other resources.

• Access to Experts: Outsourcing partners provide complete access to skilled healthcare professionals who have years of experience in carrying out various tasks and deliver the services in a quick turnaround time.

• Helps to avoid data entry errors: A small error in the patient’s medical record can be dangerous for the healthcare business. However, outsourcing companies stick to rules and ensure that a patient’s record remains secure and confidential. They also help in eliminating medical billing errors.

• Get more time to focus on the patients: Outsourcing services can help healthcare businesses to focus on more on their patients by reducing their administrative burden. This will eventually increase the quality of care.

Call center inbound in the healthcare industry goes beyond cost-savings. It provides optimum value to your business. The management strategy is being packed with some of the measureable advantages those are capable of increasing the efficiency in the healthcare industry, b gaining access to some of the specialized technologies and skill and liberating the internal resources. Inbound call center services can also enhance the productivity of the team, helps to handle the customer concerns in a professional way thereby targeting the new markets proactively. Leave ancillary healthcare operations to experts, so you can devote your energies on core competencies to nurture your organization.

Albeit, healthcare is a business, you need to ensure that the healthcare outsourcing accomplishes the payments and the revenues in to proper limits which is a principal accomplishment of the business. All you need to do is just take a gander in the record of organization’s procedures and try to reduce the expenses without trading off your customer experience.  On the whole, below BPO outsourcing saves your time along with helping you in handling the grind with greater competitive edge and better option for cost efficiency.  It hones your concentration as it works on multiple projects and costing.