The principal on which call centers India work on is to meet the expectations of their customers. It is not compulsory to meet those needs through calling system only. But supporting the customers through calls, emails, remote sharing etc. But to bring something new in the business and to give a push to the stagnant profitability. As the level of growth in the call centers India has reached its’ peak and further growth has gone into hold.
The introduction of using the online chat process to resolve customers’ issues brought a significant change in call centers India. In this the customer has no need to call, they just have to mention their issue on the chat and the very next available chat representative in the respective call center will attend you till the chat will last. The working of a chat process is as simple as it sounds and ensures delivery of a great customer experience.
Lets’ delve into the advantages of the chat process for call centers India-
Helps in recovering a big amount of operating costs
Call centers India are in constant search and their search tracks down to majorly on saving operating costs as more as possible. Using the chat process is the best way till date in saving the operating costs as it saves the costs in multiple ways. First or foremost it saves the costs which is incurred in the telecom services for calling. Also it gives the opportunity for the people working in the call centers India to multi task. As while on chat with one user he or she can attend a second user as well.
While working on calls before this multitasking could not have been achieved and the user attending ratio has been tripled. Due to this with less number of employees also the purpose of the clients of call centers India is fulfilled and the call center owners a lot amount of money which they were spending in the form of salaries of the extra employees before. On the other hand,this also has proved to improve sales and productivity of each and every single employee.
Has saved time which was being wasted before either wise
A lot of time was being wasted while attending users over calls and simultaneously resolving their issues. While in chat process, the effective time per user has improved a lot with this the call centers are able to achieve better results along with happy users. Without any doubt with the help of the chat process numerous queries are handled at the same time with undivided efficiency.
Call centers employees do not have to worry about the accent difference
For people working in call centers India used to have that fear for natural accent difference between them and their western callers. As not able to speak in the exact accent lead to frustration of the users and increased the tension of the employees. With this chat process, this worry has also been withdrawn.
With the advent of chat system, call centers India can break the language barriers
If a call center has to operate in a new language other than English, then the call centers India had to hire extra employees who can who are efficient in languages like French, Spanish etc. But with the chat system, by the use of some readily available language translation tools anyone can converse in any language on chat. This has brought so many new businesses with no country or continent barriers.
Decrease in the number of misinterpretations and mishandling of queries
There were possibilities of more human mishandling when queries are register over calls due to maybe accent difference or the actual query of the user has not been explained properly. But in the chat system users submit their queries in proper written format so it becomes easy for the employees to understand the queries properly also and act accordingly. As there are times that the queries could have been handled easily, but due to misunderstanding they are escalated to higher levels.
Hence it can be conclusively said that this chat process system bought a revolution in the call centers India and has proved its’ efficiency on both the ends i.e. on the employees’ as well as the users’ end.