Tushar Jain
Things do not happen by chance. Call center efficiency is a compound result of focus, strategic delegation, and above all, an innate love for work. In a call center setup, an agent’s proficiency requires a deep understanding of the subject matter and other factors. … Read more
In today’s competitive business landscape, customer churn rate has become a key performance indicator for businesses of all sizes. It is an important metric because losing customers can have a significant impact on a business’s revenue and growth. The average churn rate across all industries is … Read more
A business will flourish only when your customers are satisfied with the product and services that you have to offer. Else your competition is always there to grab your dissatisfied customers. And your call center plays an important role here. If you want to … Read more
Committing a mistake is fine as long as we learn from it and don’t repeat the same mistake again. The same is true for sales. Most often than not, we have seen that sales representatives are clueless as to why the prospects are not … Read more
Occasionally in your sales career, you come across a situation where you close the deal directly after giving your sales pitch. Those are such great feelings. However, you and I both know, that’s not the case always. Such a situation is an exception, not … Read more
First Call Resolution, or FCR, is a practice in call centers that strives to answer the phone and resolve your issue while you are still on the first call. In a high-quality call center environment, this means that after the first call you make … Read more
Are your customers receiving the right service? Do your customer service reps have the knowledge and skills to solve customers’ queries? Are you providing better support than your competitors? Are you leveraging the latest technology to serve your customers better? These are crucial questions; … Read more
Call center agents are at the heart of every customer experience. But managing performance at scale? That’s where things get tricky. According to a McKinsey study, companies that use data-driven performance management see 30% higher agent productivity and more consistent customer satisfaction scores. The … Read more
As per a research, 41% of the reps say the phone is their most effective sales tool. Contrary to a popular belief, 90% of the reps believe cold calling tips to be very effective. While there’s no doubt that cold calling is still alive … Read more
We monitor 2% of calls and hope for the best. Sound familiar? That’s the reality for most QA teams today. Manual audits. Random sampling. Endless spreadsheets. And somehow, we’re still expected to improve CSAT, catch compliance slips, and coach agents effectively. Here’s the problem: … Read more
