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10 Aug 2016

Every business is on the lookout for multiplying their revenue generation cycle, earn customer trust, and outflank the competition. The strategic decision that businesses undertake to outsource their customer service to a call centre company proves erroneousespecially when their customers are not treated the way they actually should be. Not to mention, whenever you call a customer agent, you are likely to hear “this call maybe recorded for quality and training purposes”. Are these calls really recorded? Well, the statement serves the two purposes – first, fulfilling the legal requirement and intimating the callers that their call maybe recorded whenever needed; and secondly, to keep the agents cautious that their supervisor...