FCR (First Call Resolution) is the measuring milestone for all the agents working within call center outsourcing set up. If a customer has to make repeated calls for the same issue then the loyalty will definitely dwindle. A lost customer is more than a mere number; it is a lost opportunity to turn a customer […]
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How To Maximize Call Resolution Rates with a Streamlined Approach?
Best Approach For Improving Call Resolution Rates Customer satisfaction is the end goal of customer service. Whether you manage the process in-house or have an outsourced call center take care of your customers’ needs, you want to delight the customers. This is where the outsourced services with their trained professionals are a much better option. […]
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How To Boost Agent Retention With Workforce Management Software?
Agents are the forte of a call center. The quality of call center services rests on the shoulders of the agents. But there are many call centers which have become revolving doors for the agents. The agents walk in and walk out of the organizations every day. Often the agents decide to leave a call […]
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How Call Center Services Can Help Retail Businesses?
There is a fierce competition in the present retail industry, where competitors are eating into one another’s share. Wafer thin profit margins can often turn the table for your retail organization. The retailers have to work harder than ever before to earn their penny. In such a circumstance the existing customers are crucial factors in […]
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How Tone And Language Can Affect Customer Care Services?
When a customer contacts a customer care professional he/she demands a lot of things. They want a professional on the other end to be understanding and give instant solutions to their problems (however complex they may be). But the part that is most important is to communicate effectively with the client. Many times wrong tone […]
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How To Cope With Difficult Employees?
Dealing With Difficult Employees We are a lucky company to have a well-knit group of professionals working for us. But that does not mean we do not get the odd black sheep in the herd. As soon as one of our customers complains about the behavior or attitude of our professionals, soul searching starts. We […]
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Would Special Incentives to Employees Usher New Era in Philippines?
More Money for More Commitment It seems that the Philippines government is taking rapid strides in realizing the prediction made by Goldman Sachs. This global investment banking firm has estimated that Philippines will be 14th largest economy in the world, come the year 2050. In fact the country has come a long way forward from […]
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Why Even Retailers Need Support From Customer Service Industry
Outsourced customer service was never forced upon enterprises No doubt, customers have always expected a lot from the service providers. However, they expect even more today because they live in a world where the number of service providers continues to multiply every second. Every customer clearly understands that no enterprise can afford to offer services […]
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How Customer Service Silently Entered The Health Zone
Health care is yet another form of customer service Industry reforms, regulations and ever increasing competition have made healthcare companies understand that phone answering services are no enough for them. In addition, the expenditure incurred by companies in providing customer support to the patients continues to increase like never before. Irrespective of the industry in […]
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Leverage On Outsourcing To Create Excellence In Every Sphere
Outsourcing: The Silent Creeper No doubt, the customer service industry has emerged as one of the most rapidly growing and flourishing industries across the globe. Although the industry does not cater to a specific business function, it is involved in various activities that are important for industries like insurance, banking, finance, marketing, IT, software, manufacturing, […]
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