Agents at outbound call-centers make calls to prospects and customers for selling products and services or for offering proactive customer service. Thus, the operations of outbound call centers include cross-selling, up-selling, debt collection, market research, and customer satisfaction surveys. To efficiently execute these tasks and to maximize the support for customers, the staff at call-center […]
In call centers, specific types of software solutions are deployed to ensure a smooth workflow. As you know, the BPOs and call centers have target oriented, stressful work environments and using automation can help the workforce in coping with the stress well. In a majority of outbound call center setups, auto dialer solutions are deployed- […]
The Business Dictionary describes customer experience as “the entirety of the interactions a customer has with a company and its products.” It further adds, “Understanding the customer experience is an integral part of customer relationship management. The overall experience reflects how the customers feel about the company and its offerings.” Hence, customer experience includes a […]
The consumers these days call a business for a variety of purposes. Many customers call businesses directly to inquire about business hours, product availability, product prices, or promotions/deals. At the same time, consumers also call businesses to solve various problems. Hence, it becomes essential for businesses to modernize their inbound call centers by providing relevant […]
The call center dialers can be divided into two broad categories – manual dialers and auto dialers. The manual dialers are the most basic form of contact center dialer. They require agents to dial telephone numbers manually by referring to the contact list frequently. The agents even have to wait to see if the call […]
Unlike conventional call center tools, interactive voice response (IVR) solutions enable businesses to deliver customer service through both live agents and self-service. The automated telephone systems enable customers to collect relevant information or solve simple problems by choosing from a set of predefined interactive options or interacting with a live agent. The businesses have the […]
As a widely used call center solution, auto dialers automate and expedite the process of dialing telephone numbers. In addition to dialing telephone numbers automatically and sequentially from a database, the auto dialer software also carry the capability to distinguish between answered and unanswered calls. The automatic dialers detect busy tones, disconnected lines, answering machines […]
It is a little hypothetical to predict customer experience trends for 2019. But in any business, you must make predictions anyway. All the things which impact customer service define the state of the overall customer experience. As customers are more advanced and tech-savvy now, your business needs change accordingly. Most of the companies feel that […]
As a private telephone network, private branch exchange (PBX) helps enterprises to manage their incoming and outgoing phone calls efficiently. Both small and large enterprises these days use PBX phone systems to deliver customer support, distribute incoming calls automatically, maintaining communication between various departments, and broadcast voice-recorded messages. The new age PBX systems help businesses […]
