ICCS -Business Process Management Company

Like any other industry call centres are also plagued with the common cliches. Here probably more so as the calling profile invariably has so called tried and tested formulas coming from left right and centres. Every training programmes end up focusing on such cliches hence making the industry riddle with them all the more. These cliches range from emotionless opening liners to indefinite uninformed or misguided holds they range on a wide spectrum. Call centres have fair share of cliches playing on our minds. What we need is to shake them and make customer – agent interactions more healthy and fruitful. Few of them are listed below: Cliche #1 " Customers are always right " ... well not really. Even customers can make mistakes, can be at the wrong end of the stick and we need to accept that Period!! We need to Shape our conversation around that. We need to recognize the futility of always assigning customers as being correct and ending up serving as a yes man ...

Just like anyone can expect, the main concern in the healthcare sector is to provide an excellent patient care above all. The major focus of the healthcare organizations throughout the globe is to improve the patient experience from the early stages of the diagnosis till the recovery phases either in the hospitals or at patient’s home. Managing the experience of the patient is a task which costs the call center companies a lot of money for delivering good care thereby maintaining the standard of the patients care. This is where in the healthcare domain, the BPO services come into picture.   There also exist some non-core tasks wherein the healthcare organizations are able to outsource to the third parties as they can then focus their resources more on the things those matter. Healthcare is one of the biggest industries in the world. The main agenda of the specialists is to focus on their practice thereby enhancing right treatment to their patients.   The main goal of t...

With the rise in the disposable income, Smartphone penetration, improved connectivity, and tech-savvy millennial generation, there is an exponential boom in the travel and tourism industry. Now the Industry has been evolving more rapidly than ever before and is competing more aggressively in the market place. Newer business models are coming up very fast, and one of the most successful business models remains the BPO outsourcing in travel and hospitality . The modern fast passed global economy has redefined the principal objective of a firm to stay ahead. Creating more value in all the activities of a firm including its products and businesses is taking the front seat of a business objective. It is being followed by the efforts for maximizing the sales as well as revenue. The value chain framework and the transactional cost are the two main management structures that can enable a business to achieve customer satisfaction and develop insights. How BPO growth rate is improving in T...