A contact centre’s cruise to the top ranking is never a cakewalk. It demands all, including data-driven strategic decisions, hard work, leadership and motivational qualities, cutting-edge technological implications etc. V3 Outsourcing Solutions is a Top International Call Center in Kolkata, and we toiled our way to the top. How?

We discussed with and collected valuable insights from a few of our dedicated call centre managers, working agents, and IT team to pen down this blog.

1. Security Deserves Priority

A contact centre can never have the confidence of its clients if it fails to safeguard the confidentiality of their data. Our adherence to PCI Compliance and IVR Security keeps safe call and credit card details.

IVR, Encryption and Restricted Access further confirms the authenticity of customers’ sensitive data.

2. Hiring Skilled Agents with Essential Qualities

Top Inbound and Top Outbound Call Center in Kolkata (or anywhere) focus on recruiting the best employees possible. The qualities we look for in a promising contact centre agent includes

• Excellent communication skill
• A good listener
• Good courtesy sense
• Acquaintance with call centre technical components
• Ability to work under pressure
• Abilities to troubleshoot issues quickly
• Possessing multitasking abilities
• Emotionally stable (helps to deal with rude clients)
• A fair knowledge retention capability and recall power.

We ensure that our staffs receive regular comprehensive training in different formats. It further polishes their skills.

3. Keep the Service Arsenal Versatile

It is crucial to not restrict your offering list to a few popular call centre services only. Top BPOs always venture into different relevant service domains for offering their clients a one-stop-solution experience.

Besides a range of outbound and inbound call centre services, we deliver customized chat support systems, data entry services, and email support solutions.

4. Reporting

Reputable agencies never keep their collaborators in darkness. We ensure to practice regular reporting in formats the clients feel comfortable with. Also, our contact centre reporting methodologies support deriving actionable insights to improve the performance manifold.

5. Embracing The Technology

We didn’t progress by ignoring technological implications. Our technological components encompass

• Computer Telephony Integration
• Predictive Dialer
• Hi-tech Database Management System
• IVR
• Conversational AI
• Automatic Call Recorder
• Contact Centre Software Suites
• Feature-rich CRM
• QM Applications

These are just a few hi-tech components we always keep a stock of and work with.

6. How Effective Is Our Disaster-recovery Plan?

We also stay prepared for the worst, as it can happen anytime. We invest in cloud-based computing, customized software solutions, and proper CRM integrations. V3 Outsourcing Solutions maintains a disaster recovery and management team besides the regular IT one. Our managers keep all the crucial contact lists updated, and back up the data timely.

7. Identifying KPIs for Better Monitoring

We never miss conducting periodic evaluations of our call centre performance exploring the key metrics.

• Customer Satisfaction Metrics (FRT, FCR, Call Arrival Rate)
• Operational Metrics (ASA, AHT)
• Call Time Metrics (CSAT, NPS)

Wrapping Up

V3 Outsourcing Solutions secured its leading status following the best possible contact centre management practices. We shared our secrets with you here. Hopefully, these will help you strategize your workflow in some ways!