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With its rich history and a mix of various cultural traditions, Mauritius is a privileged country to live. An attractive and thriving place for business with an incomparable art de vivre, Mauritius is home to the citizen of the world. Read more “Why Mauritius, the star and key of the Indian Ocean for business?”
business
It often happens that during an important call with a call center, the call just suddenly cuts off. The most annoying thing is that when you dial the number again, you are either stuck at the bottom of the queue or connected to another agent who knows nothing about your problem and you have to explain again from the start. This can prove to be really frustrating and time wasting.
Fortunately, to get rid of this major issue, a new software, Intelligent Reconnect, was designed by Talk desk. Intelligent Reconnect is an industry-first feature that routes customers who have been accidentally disconnected directly to the agent who fielded their initial call.
In the event that the agent is no longer available, the caller will be automatically placed at the front of the queue. Intelligent Reconnect allows disconnected callers and agents to resume their conversations right where they left off.
How does Intelligent Reconnect work?
When disconnected callers dial back, Intelligent Reconnect will ask them whether or not they would like to be reconnected with the previous agent. If they opt out, they will be routed to the main IVR menu and the call will be treated as a newly received call. Providing the option of being sent back to the main menu allows callers to enter a new call queue or reach a different agent.
Occasionally, the agent who picked up the initial call will not be available. This can happen if customers have already taken another customer’s call. In these instances, the customer’s call will be routed to the top of the original tail.
Intelligent Reconnect is more than just an innovative call center software feature. It’s an easy way to create an excellent caller experience. Here’s why:
1. Callers feel valued
2. Faster problem solving
3. Wait time minimized
If you are looking for a great customer service, Techmode Outsourcing ltd is exactly what you are looking for.
Techmode Outsourcing Ltd has proven and validated technologies, resources, tools and methods during its years of experience. Our personalized services will help you make a transition, develop your projects, expand progress and reach your objectives.
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Outsourcing has revolutionized the way businesses operate today, evolving with time, to match industry developments. The race to deliver the most affordable and efficient services is increasing each year. The outsourcing strategy is evolving rapidly besides the changing business dynamics. This gives a competitive advantage to companies which outsource part or their entire activity to reliable partners.
However, 2017 will see further development and innovation in this segment with trends specifically related to cloud technology, social responsibility, and data security. This year the trends mentioned below will influence the outsourcing industry:
• Data Security Becomes Top Priority:
Development of new technologies has raised important security concerns, while internet of things (IoT) prevalence further intensifies the risks. Thus, 2017 is expected to see the emergence of Security-as-a-Service, offered by security expert companies, all backed-up by BPO companies. Enterprises and outsourcing agencies will strive to protect the data with advanced measures, irrespective of its size and location.
• The Demand for Higher Efficiency:
The outsourcing industry is inclining towards offering more efficient services by automating processes. The next focus will be on increasing automation and scalability with an emphasis on the development of reusable platforms to deliver efficient tech support for the IoT.
• The Robotic Process Automation:
The Robotic process automation is on its way to increase the ease and efficiency of the business processes.
The automation will ensure increased productivity at reduced costs through a quality process execution, using software robots to replace humans for repetitive tasks. However, a rise in this trend will have an economic impact in the management and re-distribution of manual (humans) and automated tasks (robotics). New agreements between vendors and clients have to be reviewed and the government has to amend laws in relation to labor force accordingly like for example, protection of employees.
• The Buyer-Oriented Contracts:
Instead of fixed vendor-specific terms, the trend is changing with contracts to be formed as per buyers’ needs. Businesses will now be able to get contracts framed with favorable legal & commercial conditions variable upon their needs. It is a “pay as you sell” trend.
• The mighty Cloud:
The Cloud technology is set to become the next trendsetter for the outsourcing market, with more businesses moving to cloud-based softwares this year. This will enable outsourcing companies to deliver improved and innovative services, by analyzing the BIG DATA to understand their client’s needs. This will lead to an increased efficiency in business processes and thus higher turnovers for all parties.
• The Socially Responsible Outsourcing (Impact Outsourcing)
A new social responsibility based model for business process delivery is expected to gain attraction in 2017. The focus of this model is to empower socioeconomically disadvantaged workers in BPO centers. The Everest Group estimates the current employment under “impact outsourcing” at 2,400,000 and is expected to grow this year. Companies working towards social responsibility and diversity goals will also receive various grants and help from their countries’ government.
Techmode Outsourcing Ltd enhances greatly its services every year to accommodate greatly to the new trends. This leads to improved services into outsourcing industry. Techmode Outsourcing, since it’s existence in 2007, has been one of the pillars in this industry and continues to improve.
BPO
Outsourcing is not an unfamiliar word in the entrepreneurial sphere. More and more entrepreneurs are trying to infuse this tactic in their business to be more productive.
First, it is important for the entrepreneur to know and plan which areas of their businesses are better suited to be outsourced to an agency or group of freelancers.
There is no doubt that there are parts of your business that you would prefer outsource for multiple and obvious reasons. Why spend days or weeks working on tasks that are simply frustrating for you? Would it not be better to outsource those things to someone who has a track record of delivering superb results?
In times where competition is at an all-time high, it is pertinent to maximize productivity by leveraging other people’s time. Outsourcing is your most important form of leverage. If you want to grow your business fast or even put your business on auto-pilot, nothing will be more important than outsourcing. Here are some key tasks that you as an entrepreneur should outsource:
Research from the American Psychological Association shows that when multiple projects are managed at once, there is a 40% drop in productivity. Projects move forward slower, and stress levels are at their peaks.
“Juggling is an illusion,” writes Gary Keller, chairman of Keller Williams Realty. “In reality, the balls are being independently caught and thrown in rapid succession. It is actually task-switching.” On average, multitasking costs the global economy more than $400 billion annually.
“Payroll” goes well beyond simply calculating the salary payouts for employees. One mistake with payroll can trigger tax audits and make your company lose thousands of dollars.
In 2014 alone, the IRS levied more than $2 billion in fines against small businesses as a result of mistakes, omissions and improper filings.
Rather than handling your own payroll, or maintaining the overhead of a full-time accountant, the outsourcing your payroll to a reliable service is a good idea. Companies like Wagepoint or Intuit can help you avoid costly mistakes, and free up your time so you can focus on running your business.
It’s easy to get bogged down in dozens of small tasks that take up your time each day. As a small business owner, you need to focus on your core processes to grow your business. When you hire a virtual assistant, you’re paying only for the hours in which tasks are being handled, and you can eliminate a lot of wasted time spent on emails, appointment-setting and other repetitive tasks. When you automate employee scheduling tasks using software, you can focus more on the big picture.
There are a lot of areas to outsource. Have a look at your team work, your processes and the work you have to do on a regular basis. Consider outsourcing those areas where you and your team struggle to complete day to day tasks. Also, look at the difference in costs between a full-time hire and outsourcing. That difference alone could help you decide.
Techmode Outsourcing Ltd is there to help you outsource your payroll, accounting or management.
Resources: https://www.entrepreneur.com/article/277914
BPO
How to use the right tone with your online customers? How can tone make an impact on the way our words are interpreted? Well, the main reason is that our brain processes the words we hear differently from the tone in which we hear them.
In fact, Sophie Scott, a neurobiology researcher at University College London, published a study suggesting that words and tone are sent to two completely different parts of our brain:
You can use the power of positive words in customer service to make your customers haven confidence in your product or service. It’s simple but powerful: just by removing a few negative words from our customer interactions, we can completely change the perceptions of our conversation.
As we saw with the dangers of being negative when saying “no,” even if it was not a negative statement, the right tone depends a lot on the situation. It also depends on the specific customer. But there’s good news: simply by practicing at being positive in conversations, you can develop the ability to change each customer’s tone and mood, and adjust your tone appropriately in the given situation.
Perfecting Your Tone for excellent customer service
One of the biggest challenges of finding the best tone is that there’s no “right” answer that works every time.
It depends on you, your brand, your voice and perhaps more importantly, your customers; who they are; and how they feel in a given situation. Learning to pick up on your customers’ subtle cues makes delivering service in the right tone of voice much easier.
But in every customer service experience, every single interaction is a chance to perfect your technique. So by starting with a few research-backed guidelines and practicing changes to your tone in every interaction, you will reach the expert level in very little time.
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A shift in customer expectations is reshaping customer service in every industry. Customers expect a great experience, whether they are searching a product or service, making a purchase or when they have a question or problem.
Customer service interactions are four times more likely to lead to disloyalty than loyalty. The exceptional and personalized experiences, especially in customer service, are now a critical requirement. But many organizations still use common customer service models and techniques that are based on decades-old models and this leads to a legacy thinking that cannot evolve to meet customers’ growing service expectations. Read more “A modern approach to provide customer service”
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Donald Trump made opposition to outsourcing the centerpiece of his successful presidential campaign. On the trail, he spoke against businesses and CEOs that outsourced their activities overseas and allegedly reduced the American labour force. As president, Trump promised that he would bring back the factories to the US. Read more “Is the new US administration really against Outsourcing?”
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Happy customers are the lifeblood of every business. 80% of customers now use live chat to contact support mainly for these two advantages: Speed and convenience.
But the questions are? Are brands maximizing on this channel? Read more “Live chat support- probably the best support system available nowadays”
ENGLISH
The ease of doing business index is an index created by the World Bank Group. Higher rankings indicate better regulations for businesses and better protections of property rights. Empirical research funded by the World Bank to justify their work show that the economic growth impact of improving these regulations is optimal. Read more “Mauritius maintains its 1st place in Ease of doing business in Africa”
BPO
For retailers, it’s well understood that no two customers are the same. Each one buys through different channels, responds to marketing in differing ways, shops at different frequencies and has varying levels of loyalty. Read more “Should you treat your online and offline customers differently?”