BPO, KPO, and Call Centre—Petals of the same flower

What is it? The Phenomenon of ‘call-centre’ or a centralized telephonic one-stop pit is fairly recent. Back in the 1960s, an English press company called the Birmingham Press and Mail is credited with the origin of this modern-day necessity. It had private exchanges that included several workstations to handle its customer contacts. Nowadays, these exchanges are called ‘Private Branch exchanges’, that can automatically route, distribute calls with interactive voice response where the caller can select options such as, which language he is most comfortable, which department he wants to talk…

Read More

What to and what not to expect from an Inbound Call Centre?

All of us are aware of the fact that call centre agents are highly efficient in maintaining politeness and patience in their jobs. While on call, along with their expertise in performing tasks, the reps showcase the warmest behavior and try to resolve every registered query with efficiency. But, many times, the customers who reach out to the operators do not know when to make a call, what questions to ask or how to gain the maximum satisfaction? Despite their maximum efforts in keeping calm, the situation sometimes worsens and…

Read More