Call Centers India

Call Centers India Call centers India (CCI) is an international call center offering comprehensive BPO solutions and ca

Call centers India (CCI) is an international call center offering comprehensive BPO solutions and call center services. Our services include Customer care services, Phone answering services, technical Help desk support, inbound and outbound telemarketing.

Mistakes that first-time make, or some common areas of weakness?• Arrive on time and adhere to your schedule• If you...
02/05/2016

Mistakes that first-time make, or some common areas of weakness?

• Arrive on time and adhere to your schedule
• If you don't know or are unsure about the answer to a customer's question or how to handle a request – ask for help
• Maintain open communication with your trainer, team leader, coach or supervisor
• During low volume periods when calls are slow, use the quiet time to review training and product materials.
• When you are not on a call, listen to how respected agents handle customer interactions.
• Share customer issues with your call center supervisor
• Make suggestions for improvements
• Find out what call center metrics and key performance indicators (KPIs) are used to evaluate your performance and how they are calculated
• Be positive, open and flexible when change is introduced
• Recognize that while the agent role is an entry-level position, you can use it as a first step in building a career

Goals and Objectives in in • Promptly answered calls• Providing an outstanding customer experience• Knowledgeable sta...
29/04/2016

Goals and Objectives in in

• Promptly answered calls
• Providing an outstanding customer experience
• Knowledgeable staffers
• Customer resolution
• Customer retention
• Good company representation
• Alternative contact options
• Talk to your customers in real time

Mistake to Avoid in • Inadequate training• Improper metrics• Tight scheduling• Overdependence on automation• Not stic...
28/04/2016

Mistake to Avoid in

• Inadequate training
• Improper metrics
• Tight scheduling
• Overdependence on automation
• Not sticking to the word
• Focusing on single channel interaction
• Lack of career development
• Believing that customer experience improvements are an expense, not an investment
• Ignoring how your present experience makes customers feel
• Focusing on the what and not addressing the How
• Creating long and detailed scripts that are hard to navigate
• Asking the customer for information you already have on the database
• Not enough focus on the customer experience

Benefits of Working as a in International • High income and rewards• Get promoted in less than 6 months• A great te...
27/04/2016

Benefits of Working as a in International

• High income and rewards
• Get promoted in less than 6 months
• A great team to work with
• Dress code
• Prestige
• Work with great people
• Low work pressure
• Skill building and career advancement opportunities
• Pick up the corporate culture
• Comprehensive medical insurance
• World class training and a culture that encourages professionalism

Visit http://goo.gl/TXYyZe for more detail.

Top Traits of the Ideal • People management skills• Problem solving skills• Objective thinker• Honest and ethical• Ex...
26/04/2016

Top Traits of the Ideal

• People management skills
• Problem solving skills
• Objective thinker
• Honest and ethical
• Excellent listener
• Motivates others to pull together to meet goals and objectives
• Call monitoring against defined criteria for quality & efficiency
• Managing staffing levels to balance workflow and meet demand
• Using problem solving skills to handle difficult or irate clients

Visit http://goo.gl/NVevHy for more detail.

Mistakes Every Should Avoid• Speaking in anger• Being inconsistent in your leadership and attitude• Lacking self-awa...
25/04/2016

Mistakes Every Should Avoid

• Speaking in anger
• Being inconsistent in your leadership and attitude
• Lacking self-awareness
• Getting stuck in a rut
• Overlooking the need to set clear goals and action plans
• Majoring in Minor Things
• Blindly Trusting People
• Short-Term Focus
• Not Providing Feedback
• Not Making Time for Your Team
• Being Too Friendly
• Failing to Define Goals
• Misunderstanding Your Role

How to be a best • Understand what the job involves• Develop your communication skills• Learn to be on time• Stay up ...
22/04/2016

How to be a best

• Understand what the job involves
• Develop your communication skills
• Learn to be on time
• Stay up to date with your company's activities
• Learn from your supervisors
• Approach the job with enthusiasm
• Develop critical thinking

The Key elements to successful internationally based .• Brand Consistency• Hiring and Recruiting Practice• Training• Ma...
21/04/2016

The Key elements to successful internationally based .

• Brand Consistency
• Hiring and Recruiting Practice
• Training
• Management

Tips to Manage Massive in International • Implement a flexible working strategy• Consider what your employees want wh...
20/04/2016

Tips to Manage Massive in International

• Implement a flexible working strategy
• Consider what your employees want when scheduling them for work
• Schedule breaks as you would shifts
• Schedule training at the most suitable time
• Place your employees at the heart of the process
• Make effective use of all available data
• Make sure that excellent planning is supported by excellent delivery
• Always focus on the WIN/WIN
• Asking your agents what they want could lead to creative solutions
• Help your agents help themselves stay in adherence
• Record and measure absence

Visit http://goo.gl/IhTvES for more detail.

Here are some tips on how you can improve listening skills within the • Stay focused• Keep an Open Mind• Ask questions•...
19/04/2016

Here are some tips on how you can improve listening skills within the

• Stay focused
• Keep an Open Mind
• Ask questions
• Detect emotions
• Recap key facts
• Take notes as you talk
• Empathize with the customer
• Use your imagination
• Summarize the points made during the call
• Listen to the words and try to picture what the customer is saying
• Wait for the customer to pause to ask clarifying questions
• Create a positive work environment; happy agents will be more effective
• Consider the cultural influences of your customers
• Be aware of the barriers to listening
• Be attentive, but relaxed
• Don’t interrupt

Visit http://goo.gl/O3bePd for more detail.

Common Service Mistakes to Avoid• Placing a Caller on Hold for a Long Time• Lengthy Call Queues• Shuffling a Caller Ar...
18/04/2016

Common Service Mistakes to Avoid

• Placing a Caller on Hold for a Long Time
• Lengthy Call Queues
• Shuffling a Caller Around
• Telling Callers to Head to Your Website
• Asking for Redundant Information
• Only Answering Half the Question

In order to turn your into centric organization, you can encourage active listening among your call center executive...
18/04/2016

In order to turn your into centric organization, you can encourage active listening among your call center executive. You can also focus on right call center metrics along with planned training of the agents. Read below steps to create a more customer centric call center.

• Visible, Customer-Focused Leadership
• Personalize Customer Experience
• Understand Your Customers
• Feedback Encourages Improvements

Visit http://goo.gl/2Ac2g3 for more detail.

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Noida
201307

Telephone

917-470-9716

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