ICCS-BPO Services

We saw a lot of changes to the call center and customer experience landscape in 2018. Cloud communications and virtual agents were on the forefront of everyone’s minds, and social media was more important than ever. 2019 shaped up to be the year of strategic thinking: better analytics, more intentional social media conversations and innovative ways to involve artificial intelligence. Earlier this year, ICCS identified nine technology trends that are helping companies deliver this kind of customer experience. Let's take a look and see how far your business has come in building customer relationships that last - or which of these trends may need to be on the 2020 to-do list. 1. Artificial intelligence integrated into customer interactions Businesses are getting deeper into predictive analytics, using artificial intelligence (AI) applications to help streamline   call center experiences   for customers and agents. We are seeing that, as early adopters continue honing ...

Call centres or BPO outsourcing has come up in big way in India .Ranging from IT & Banking related services to travel and hospitality BPO's have made their presence felt in big way .They are not concentrated just in metros like Delhi ,Mumbai etc. but in two and three tier cities as well .Now call centre services can be outbound as well as in bound but the basic fundamentals to running them are quite similar .To run a successful call center service in India   we need to follow certain tried and tested formulas .Or Do's and Dot’s as one may call them . A lot is changing every day and it’s a given that we need to adapt fast and quick to enhance the productivity and run the call center successfully. Here are some general Do's and Don’ts for running a successful call centres especially in Indian scenarios: A call centre is essentially all about human interactions .Which makes it a mandate to follow certain Etiquettes to have that extra edge in your interactions ...

Like any other industry call centres are also plagued with the common cliches. Here probably more so as the calling profile invariably has so called tried and tested formulas coming from left right and centres. Every training programmes end up focusing on such cliches hence making the industry riddle with them all the more. These cliches range from emotionless opening liners to indefinite uninformed or misguided holds they range on a wide spectrum. Call centres have fair share of cliches playing on our minds. What we need is to shake them and make customer – agent interactions more healthy and fruitful. Few of them are listed below: Cliche #1 " Customers are always right " ... well not really. Even customers can make mistakes, can be at the wrong end of the stick and we need to accept that Period!! We need to Shape our conversation around that. We need to recognize the futility of always assigning customers as being correct and ending up serving as a yes man t...