An internal customer is basically anybody within the organization who depends on you to provide a service or a product, which in turn is used to create the final product which will be delivered to the customer. It takes into account a multi-layered approach to the customer service process. The key difference, however, with internal […]

Call centers play a crucial role in providing reliable service day in and day out, keeping the company’s communications afloat and providing the direct link between an organization and its customers. From the point of view of a customer, a quality interaction can make all the difference in the world. Not only does the agent […]

One of the biggest challenges in administering a call center for customer service is determining how agents use their time. It is difficult to assign duties such that all aspects of the job are equally distributed. For this reason, many companies opt to hire specialized centers to carry out outbound and inbound services separately. While […]

Outbound calls can be a challenging task for even the most seasoned call center agents. There are so many possibilities of things not going according to plan, that it is an area where companies often fail to fulfill their true potential. In fact, raising conversion levels on outbound calls is one of the primary goals […]

Regardless of whether a business is small-scale or large-scale, managing operations is always a challenge. Every business has to try and stay ahead of its competition. While larger businesses often have dedicated sectors looking into operations, for relatively smaller scale businesses, technology is the saviour when it comes to managing the business in the market. […]

Customer experience (CX) is the most important factor that decides the success and growth of your business. Gone are the days when the call centers were dedicated to answering only sales-related queries or product-related issues. Nowadays, you have advanced call center software that keeps a track of the customer behavior and help the companies to […]

A typical call center attends thousands of calls every single day. From the company’s perspective, each of these calls represent a business opportunity – either to bring in new business, keep existing accounts, expand domains or introduce something new in their customer base. The cornerstone of success with regards to attending these calls is maintaining […]

Customer service today is an essential part of any company. Quality of service provided is a direct factor contributing to sales and overall profitability of the organisation. Therefore, companies are investing more and more to better their customer service, be it in terms of bringing in the right call center software, hiring the best agents […]

Call center agents today cater to more informed, demanding and aware customers than they ever have before. As a result, call center solutions need to evolve in order to sufficiently provide good quality of customer service. More and more companies are growing increasingly dependent on the call center agents to drive sales through their interactions. […]