Call Center Outsourcing solutions and Tips – PGBS’s Blog.
Ever had a customer service experience so good that you went “WOW” because of how valued you felt? Or maybe you've been on the other side, trying to create a similar positive experience for your clients? Surely, anyone can tell the difference between a mediocre customer interaction and one that really stands out. Exceptional [...]
To be a success in business, you can’t rely solely on your product or service quality. You also need satisfied, happy customers if you want to survive in the long run. The only way for you to keep customers happy and loyal is by providing proper, professional, and competent customer support service. And nothing [...]
Business growth and sustenance depend a whole lot on making the customer feel respected, valued, and cared for. It’s particularly vital for small and medium businesses. One of the ways to satisfy customers is to give them top-notch services, and inbound call handling is a big part of the customer support process. Today, we’ll [...]
If you want accurate, efficient, and trustworthy market insights, the CATI survey is something you should definitely consider. Among all of the methodologies available, CATI is one of the preferable methods that stands out as a balanced approach that combines the human touch of a live interviewer with the power of computer technology. CATI [...]
As an entrepreneur or business owner, you need flexibility to handle the ups and downs in the business operation. But what can you do about the daily workload? Your clock allows you only 24 hours to finish the task at hand. However, there may be unavoidable suituation when the workload becomes overloaded and you [...]
The world is on the path of using artificial intelligence, so businesses are also finding ways to include these automated programs via chatbots, auto-generated emails, and more to interact with their customers. But some studies suggest differently; according to these studies conducted by the market researchers, when it comes to an exchange of words, [...]
As technology is evolving, today's digital age is revolutionizing the traditional workplace. More and more professionals are seeking the flexibility and autonomy that comes with remote work. One popular option is starting a virtual personal assistant business. As a virtual assistant, you can offer plenty of administrative and technical services to clients around the [...]
The contact center is a special department where support representatives interact with customers on multiple different platforms. The communications can be in multiple different channels, like emails, live chats, and social media interactions, not just phone calls. If you’ve ever messaged the helpdesk on the Amazon site/app, a support desk for laptop repairs, etc., [...]
Call centers all over the world have, for a long time, catered to only one or two language segments in the market. A majority of them still operate in only one language, which is most often English. However, a vast majority of people don’t speak English. In fact, it is the third most spoken [...]
Despite automation and the emergence of artificial intelligence (AI), many customers prefer talking to a live customer support agent. The speech analytics market is even expected to register a CAGR of 15.61% by 2028. So, if you want to improve your customer experience, your best bet would be to use this technology in your [...]
Cold calling is when a business contacts potential customers or clients. These calls are unsolicited, as the receiver has no previous connection to the business. Although cold calls have gained a bad reputation over the years, they are quite effective. In this article, we will give you all the information you need to get [...]
Do your email marketing campaigns use a do-not-reply email address? As a business, you might feel like this practice is beneficial. However, no-reply emails have significant drawbacks and have the potential to hurt your company's reputation. To understand the true impact of this practice on your business, we will need to learn a little [...]
A business must know if its customers are satisfied with their services and products. But, it's almost pointless if collected after everything is over. So, the question is, “How do you get real-time information about a customer’s feelings regarding your product or service?” The answer, of course, is customer sentiment analysis. Customer sentiment analysis, [...]
Customer service is such a thing that can either make or break a business. It is very important for an organization that deals with a fleet of customers and their issues. Hence it is not as easy as it seems to be, rather requires a good many "must-have" skills. These skills help a customer [...]
Selling a property is never a cakewalk. A real estate seller is responsible for physically visiting the site as and when demanded by the clients, negotiating prices, briefing about the pros and cons of the property, and so much more. Apart from the ones mentioned above, closing a single real estate deal involves numerous [...]
The very foundation of any call center depends upon how satisfied its customers are after reaching them for a quick resolution of their issues or resolving their queries, but what if they get stuck in the queue and have to wait long to get in contact with the call center agent? Sounds really frustrating [...]
According to the customers, live chat for e-commerce is one of the most preferred support channels. If done correctly, live chat support can reap multiple benefits, including round-the-clock support with little or no support from the physical staff. Live chat support is a key differentiator in improving customer satisfaction and increasing conversion. Continue Reading [...]
Read this article first if it's time for you to put together your virtual assistant’s agreement. It's a great idea to have an agreement between you and your virtual assistant. This can help you protect yourself. Here are some of the most important things to include in the contract when working independently with your [...]
While handling customer service, there are so many aspects to which one has to give enough consideration. Of them, language and communication skills play very vital roles. However, when faced with the call center language barrier, it is not only difficult but also challenging so as not to hamper the business or workflow. Things [...]
Delivering exceptional customer service is the most crucial goal of every business. Research suggests that companies are primarily competing based on customer experience. A positive customer experience can bring you more customers. However, you have to have a proper effective channel to provide real-time sales assistance to your customers. Live chat customer service is the [...]
With the world becoming a global marketplace, businesses can expand boundlessly like never before. However, barriers like language need to be eliminated to take advantage of this scenario. If a customer using your product or service anywhere in the world has a problem, he can get in touch with the virtual call center in a [...]
Striving hard to satisfy your customers? How can you serve your customers better? How can you retain customers? Customer Service is an integral part of every business. It is in the hands of the customer service representatives who make or break your business - in a way if they don’t speak to the customers [...]
The way how businesses perform market research and get meaningful insights about scenarios that affect them is rapidly evolving. This is mainly attributed to the rapid advancements of automation and AI technologies and how they are deployed in the field of market research. A part of these technological advancements is the deployment of CATI [...]
It can be called a boon! With technology having entered the healthcare sector and hospital systems, it has become easier and less tedious to administer medical aid and monitor patients in a better manner. In the context here, medical answering and related services prove to be quite essential these days. Professional answering services is [...]
Every small business owner will reach a point in time when they will be unable to manage all the tasks by themselves. There will be too many tasks that would be impossible to handle without working for long hours on a day-to-day basis. That’s when you know that you need to find and hire [...]
Technology has reduced transportation time between places. Since the last few decades, the tourism industry has received a boost, as people travel more for business and leisure purposes. With the inception of online booking of hotels and transportation, people find it easy to schedule their travels much faster.
A steadfast communication mechanism holds the key to the success of any business today. The transportation industry has a lot more to do than getting their customers to the desired places. The leading companies across the globe are partnering with multilingual call centers to establish a strategic communication system, to keep their customers informed [...]
Multilingual call centers simplify the process of interpretation, particularly in getting across to a foreigner with a message. These call centers boost up the communication process with lucid and easy communication facilities.
In the grand scheme of things that you do to make your call center business succeed, implementing the right strategies and action plans that specifically address problems is extremely important. You may be doing them, but incorrectly. The following insights are given so that you can introspect about your business, if you are doing [...]
All businesses have core functions which need to be managed by the firm and non-core functions which can be outsourced. Customer services, such as call center tasks can be easily outsourced to firms which methodically address all customer queries accurately and within an expected time.
Unless there is an adequate customer support, chances for your business to flourish are very thin; it will surely be an uphill task. Being able to speak in customer’s native language is always a boon. Not only that it allows you to deal with customer inquiries and concerns, but also it helps in the [...]
Handling technical sides of customer support is not that easy. Especially when the customers are looking for exclusively specific solutions, availing them the needed in most effective and swiftest possible manner is most of the times an uphill task. There are definitely some tech support tips and tricks that can help you to deal [...]
Companies small and big rely heavily on call center service providers to grow their business. Being available to the target audience in their own native language is key to gaining favours. Innumerable benefits are there if you opt for companies that are specialized in availing multilingual call center services. In general, the pressing issue of [...]
Typically, Indian contact centers are fortified with great infrastructure, qualified customer support executives, sophisticated technologies, advanced tools and best security solutions. The areas of expertise spans to the entire dimensions of client support that include multi-channel support through email, chat, voice, SMS and much more, both for outbound as well as inbound customer service. [...]
Analytics and reporting services when deployed in BPO’s help to assess the timely performance of both the service providing companies as whole and individual professionals. These reporting tools help business entrepreneurs to foresee requirements and take decisions accordingly. Some of the widely used reports and their uses are discussed here. Real time main report [...]
CATI research is a simple process which allows interviewers to take the phone and start asking questions. Asking the right question to the right person at the right time is very necessary. It requires not mere skill, but also certain level of consistency and accuracy. CATI, many times referred as computer telephone interviewing has [...]
Even a single call missed is revenue wasted when it comes to inbound contact centers. Proper connectivity is an important factor for productive inbound call center services because many customers tend to part with the service providers if they don’t respond adequately. Here we will list some major factors that cause blocked call and [...]