We are a veteran inbound call center outsourcing company with long-term experience in call center and back office services.
We all know that experience is one of the most important quality of an employee. Regardless of the profession, a veteran is more likely to perform better than someone who is not well-versed with the process. Given the nature of call center work, experience is even more invaluable than in other fields. Especially when we talk about inbound call center services, there is an urgent need for experience.
Experience and Inbound Call Center Services
Unlike outbound call center services where agents make call to potential clients, inbound agents receive call from customers. The stake of managing the call and performing well are a lot higher as the customers have high expectations. The cost of failure can be immense, as it is possible that a customer might decide to walk out if he is not satisfied with your services. Below are some ways how experience in inbound call center services helps:
Understanding customer queries fast
One thing that a rookie agent falters at is the ability to understand customer issues. A customer explains the situation in his own words and uses a lot of irrelevant information. A newbie won’t be able to filter out the information from the conversation as fast as an experienced agent can. He would ask many irrelevant questions himself, which could further aggravate the customer. On the other hand, veteran agents have gone through the grind many times. They know what to concentrate upon and what to ignore. So, they are immediately able to understand the gist, and quickly start working on a fix.
Hands-on with CRM
A Customer Relationship Management (CRM) tool is common across all inbound call center outsourcing operations. The familiarity of an agent with the CRM often decides how fast he can fetch the information and begin query resolution. A newbie could be daunted by the prospect of conversing with the customer and at the same time operating the CRM. As a result, he might struggle, make mistakes and prolong the whole process, compromising the vital AHT and FCR stats. In contrast, a veteran would have smooth control of each and every option. He will be able to fetch the info fast and provide it to the customers in a jiffy.
Consistency of call center operation
The managers often rely on experienced agents to maintain the consistency in a call center operation. They can count on the productivity that they will get from them, and hence they can formulate future strategies accordingly. But with too many new joiners, a call center operation would be compromised. It would be impossible to tell what the results will be and what the customer satisfaction level be. Therefore, managers aren’t able to add value to the existing operation, and there is no improvement in the process. However, experienced agents bring consistency into the process and empower managers to come up with new tactics to improve customer communication and CSAT.
The value of technical expertise
Apart from experienced agents, you also get technical resources that are cutting-edge. An experienced vendor like Noida Exim Pvt. Ltd. keeps itself updated with the call center software and infrastructure. It employs the latest and greatest Cisco networking solutions to bring consistency into your process. Constant upgrades to CRM and IVR allow the agents to perform much better than their peers.
At Noida Exim Pvt. Ltd., we offer completely scalable inbound call center services along with outbound call center solutions like telemarketing and lead generation. Our staff is well-equipped to meet the requirements of any process as it is led by a team of veteran TLs, managers and quality analysts. We are a veteran inbound call center outsourcing company with long-term experience in call center and back office services.
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