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Impact of body language on interaction by customer care service agents | vcallglobal

Impact of body language on interaction by customer care service agents | vcallglobal | outsourcing Industry | Scoop.it
In spite of conventional beliefs, the body language plays a vital role in telephonic conversations in customer care service. Major body gestures which play a
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Using the body gestures effectively while doing interactions in customer care service by agents can have major impact on conversation. Gestures while talking like closing the eyes, smiling and sitting straight definitely change the quality of conversation http://goo.gl/kYIHIa

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Latest technology trends in outsourcing call centers | vcallglobal

Latest technology trends in outsourcing call centers | vcallglobal | outsourcing Industry | Scoop.it
Outsourcing call centers implement several technologies to improve customer experience in an effective manner. Voice biometrics, data analytics and visual IVR are some of the popular technologies, which are modifying the customer support operations http://goo.gl/90oQ5n.
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Major aspects related to future of call center industry | vcallglobal

Major aspects related to future of call center industry | vcallglobal | outsourcing Industry | Scoop.it
Every call center will be dependent on AI and video chat for customer support in future along with voice biometrics for security purposes. Also the expectations of customers will be skyrocketed and number of jobs will also increase http://goo.gl/dpkQGh.
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How to design contact center outsourcing RFP (Request for Proposal)? | vcallglobal

How to design contact center outsourcing RFP (Request for Proposal)? | vcallglobal | outsourcing Industry | Scoop.it
In order to prepare most appropriate request for proposal (RFP) to choose contact center outsourcing vendor, several sections like overview, technical requirements and scope of work etc. must be added. Including charts and graphs along with table of contents also help in improving the quality of RFP http://goo.gl/jm1Vgw.
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How customer service department can handle angry customers?

Dealing with angry customers is one of the most difficult challenges associated with customer support process. Companies can use various tricks like listening actively, using right action to resolve the issue and apologizing firmly. Companies can outsource customer service as call centers have long term experience of handling angry customers perfectly http://goo.gl/9BLEP2.
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10 benefits associated with email customer support | vcallglobal

10 benefits associated with email customer support | vcallglobal | outsourcing Industry | Scoop.it
Companies can derive numerous benefits if they outsource email support for their operations. This cost-effective solution ensures that customers remain loyal
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Every essential concept from outsourcing call centers

Different services offered by call center outsourcing include customer support services, interactive voice response development and support for retail business…
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The PPT explains essential concepts associated with call center outsourcing industry. Customer support services along with social media customer services are described in the presentation. Also, interactive voice response and data analytics which are integral part of outsourcing industry are discussed.

http://goo.gl/NF1Koi

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11 essential benefits of IVR system | vcallglobal

11 essential benefits of IVR system | vcallglobal | outsourcing Industry | Scoop.it
Interactive voice response (IVR) is an inevitable portion of customer support process. Its implementation enhances customer satisfaction and it can be used for
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Interactive voice response (IVR) acts as backbone for customer support process due to multiple benefits connected to it. It improves levels of customer satisfaction and acts as savior during peak call volumes. http://goo.gl/LwodiC

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7 ways outsourced call center can support the busy customer | vcallglobal

7 ways outsourced call center can support the busy customer | vcallglobal | outsourcing Industry | Scoop.it
Busy customers need special attention by firms when it comes to customer support. Email optimization, concise IVR menus and 24x7 customer support are some of
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It is essential for customer support department to use techniques to ensure that busy customers remain satisfied. Customer support should not exceed average response time and must be available for customers round the clock.http://goo.gl/EdufDw

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Leverage your customer experiences through retail call center

Retail call center services from a reputed firm can help in achieving success in retail arena in a cost-effective manner. Website customer support and lead gen…
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Retail call center services like customer support through multiple mediums and lead generation play key role in improving the retail business. Call centers even have provision for handling rush during periods like holiday season by deploying more agents and strategic planning.http://goo.gl/MB9sYp

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Call center glossary: Terms you should know (Part 2) | vcallglobal

Call center glossary: Terms you should know (Part 2) | vcallglobal | outsourcing Industry | Scoop.it
The list represents some major call center terms along with their meanings. Some terms discussed include net promoter, screen monitoring and quality of
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This is a detailed glossary with important call center terms with their definitions. Terms like escalation plan, workforce management system and screen monitoring are discussed. http://goo.gl/hNCEiu

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Work From Home: The new normal in call center outsourcing industry | vcallglobal

Work From Home: The new normal in call center outsourcing industry | vcallglobal | outsourcing Industry | Scoop.it
Work from home culture carries multiple benefits for both agents and the companies. These benefits include minimized employee turnover, round the clock
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Call centers are increasingly adopting work from home culture for their agents. Its multiple benefits include cost savings by agents and company, employee satisfaction and availability of qualified employees. http://goo.gl/itLXKR

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10 reasons why social media is important for customer service | vcallglobal

10 reasons why social media is important for customer service | vcallglobal | outsourcing Industry | Scoop.it
Social media has become an integral part of call center outsourcing in present day scenario. Some benefits of social media customer support include increase of
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Companies in present scenario understand the importance of including social media in customer support while planning to outsource call center process. Better customer satisfaction, total transparency and more brand visibility are some benefits of social media customer service.http://goo.gl/yLA815

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How IVR transforms the quality of customer experience?

How IVR transforms the quality of customer experience? | outsourcing Industry | Scoop.it
Brands can take support of IVR development service providers to design effective IVR system. This properly designed IVR can transform customer experience through personalization and decrease in the hold time http://goo.gl/ANrmmM
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Everything you need to know about email customer support

Various advantages associated with email customer support include customer loyalty, easy feedback from the customers and ability to recommend products and services. Agents can introduce themselves in the starting of the mail and can attach screenshots as a part of effective email support http://goo.gl/23eXdt
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8 must have features in a telecom billing software | vcallglobal

8 must have features in a telecom billing software | vcallglobal | outsourcing Industry | Scoop.it

Features like convergent billing, checking of duplicate records and integration with different payment gateways ensure that telecom billing software is suitable for telecom sector. Customers get more satisfied and companies are to introduce different tariff on regular basis through these features http://goo.gl/paGkbm.

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9 live chat tips to improve performance of customer support | vcallglobal

9 live chat tips to improve performance of customer support | vcallglobal | outsourcing Industry | Scoop.it

Companies must implement multiple strategies to derive maximum benefits from live chat support. Some important strategies include use of post-chat surveys, creation of personas and implementation of typing indicator http://goo.gl/TsNNpN

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10 major metrics associated with call center outsourcing firms | vcallglobal

10 major metrics associated with call center outsourcing firms | vcallglobal | outsourcing Industry | Scoop.it
Major call center metrics that make the process of call center outsourcing firms more efficient include first call resolution, escalation rate and agent schedule adherence. These metrics make sure that customers receive maximum satisfaction and employees become highly productive. http://goo.gl/S0XOTM
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5 pillars of retail call centers that can transform retail business

5 pillars of retail call centers that can transform retail business | outsourcing Industry | Scoop.it
Retail call centers act as backbone of retail industry due to various features and benefits of these call centers. Support during holiday rush, multilingual
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 Support of retail call centers is inevitable in retail industry due to numerous facilities offered by these call centers. Multichannel support, upselling and cross-selling along with customer handling during holiday rush are some of the features of retail contact centers that can boost the business of retailers. http://goo.gl/6CAq7s

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9 benefits of outsourcing the order taking process | vcallglobal

9 benefits of outsourcing the order taking process | vcallglobal | outsourcing Industry | Scoop.it
Order taking services offered by call center outsourcing firms can increase around 25 percent of sales through upselling and cross-selling. Cost effectiveness
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Call center outsourcing firms offer order taking which has the ability to transform the working of a company through numerous benefits connected to it. Improved sales through upselling and upselling and cost-effectiveness are some of the benefits linked to this process. http://goo.gl/KfdfAi

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How hospitality industry can thrive by contact center outsourcing?

Contact center outsourcing acts as savior for dwindling hospitality industry in the U.S. Hotels can offer convenient form of reservation to customers by utiliz…
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Hospitality industry can take support of contact center outsourcing to revive the business without heavy investments. These contact center solutions can be utilized for reservation process which is not fragmented. These economical services help hotels and resorts to develop a positive image of their brand. http://goo.gl/5Eb92C

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Why telecom billing software is inevitable in wireless industry | vcallglobal

Why telecom billing software is inevitable in wireless industry | vcallglobal | outsourcing Industry | Scoop.it
Factors from telecom industry like stiff competition and introduction of digital payment methods has raised the importance of telecom billing solution.
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Multiple factors including changing payment methods, introduction of lifeline service and cut throat competition enhanced the need of a robust telecom billing software. The billing system helps in taking better business decisions and satisfies subscribers.http://goo.gl/jveD5m

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Telecom billing software that benefits telecom companies

Vcall Global in its journey of around 16 years has substantially increased the number of employees and has added various call center services. The company give…
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With addition of numerous satisfied clients, Vcall Global has turned into a renowned call center services and telecom billing software provider. The company with its central office in Needham, Massachusetts has centers in various other regions of the world. http://goo.gl/KbI1Jq

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Call center glossary: Important terms you need to know (Part 1) | vcallglobal

Call center glossary: Important terms you need to know (Part 1) | vcallglobal | outsourcing Industry | Scoop.it

This is a comprehensive list of important call center terms along with their descriptions. Terms like average handling time, silent monitoring, incremental

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The list represents multiple call center terms along with explanations. Holiday rush, average handling time, call center metrics and shared agents are some of the terms explained in the list.  http://goo.gl/BlbWOf

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Importance of telecom billing system in telecommunication sector | vcallglobal

Importance of telecom billing system in telecommunication sector | vcallglobal | outsourcing Industry | Scoop.it
Due to its multiple features and benefits, telecom billing system is an inevitable part of telecom industry. Availability of itemized bills, screening of
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Telecom billing solutions are now integral part of telecom companies due to countless benefits. Some major benefits include e-bill generation, itemized bills and checking of duplicate records.http://goo.gl/DXFMdV

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