ICCS -Business Process Management Company

One bad comment or review by a customer can easily cancel out 10 good ones. And then, a company must spend time re-building its reputation. Customers post reviews everywhere, especially on social media and on review sites. It is the responsibility of a business to know anytime a comment or review is written and to access those immediately with rapid responses. Letting any negative comment hang out there without a response tells consumers that the business doesn’t care. Fortunately, there are monitoring tools that will provide alerts, so no business should ever have to be unaware of any mentions. But the ultimate goal is to be proactive and get as many positive reviews as possible. That is how a great reputation is built. With that in mind, here are nine strategies to get those great reviews. 1. Ask for them Ask your customers if they have a good experience with you and any purchases they have made. If they have, ask them if they would write a review and give them a link to a review ...

IVR or interactive voice response is one of the best technologies that helps in running   customer service   efficiently. It becomes a customer’s choice if customer wants to connect with a call center employee or wants to look up information himself by following IVR. Further customer’s also get routed to right person with suitable skill set and that in turn not only helps customer get immediate resolution but also results in completion of calls more quickly. Below mentioned are ways IVR can provide great customer service in your organization. Immediate call routing IVR allows customer to bypass non required menu options and allows them to either verbally share their response or enter response using keypad so that they are routed quickly to the correct associate with specified skill set to handle customer query. Visual Interactive Voice Response Visual IVR allows customers to tap their way through menus. With visual IVR, customers can quickly get into an agent que...

In order to deliver successful BPO services, we need to understand the trends of BPO industry and incorporate them into their business processes. Technologies like artificial intelligence, chat bot and data analytics are making impact in BPO industry and their position will become stronger in current year. 1) Artificial Intelligence(AI) AI industry will reach $50 billion in 2020 and is working as the new driving force of BPO services .   Predictive analytics finds it’s roots in AI and it helps in collecting and analyzing data and predict trends, patterns and correlations to create intelligent software that learns from its data. Chatbots and call routing also uses artificial intelligence extensively. Bots offer a range of advantages over human agents: they answer queries almost instantaneously and can handle multiple customers, 24*7 support. Virtual assistants handle simple routine queries, whereas agents manage more complex issues. With use of artificial intellige...