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Top 10 Ways to Enhance Call Quality Monitoring

Without proper focus on quality monitoring best practices, it’s impossible to improve the efficiency of a contact center. The most important practices include those that link directly to ensuring customer satisfaction. First-call resolution has the greatest effect on a customer’s willingness to return to a company and recommend it to others. Call quality monitoring makes achieving ROI quicker and easier. The Important Metric of Customer Satisfaction The goal of quality monitoring is to identify the calls that fail to provide acceptable customer satisfaction and then determine the reasons. Once you figure out why customers aren’t satisfied, you can refine training and coaching, correct broken internal processes, bridge skills gaps or enhance workforce scheduling. The best way to achieve this is with call quality monitoring and evaluation. Here are some top tips that can help improve call quality monitoring in your call center. 1. Train, coach and monitor. Investing time and effort into training and coaching your agents enables and empowers them to improve their skills. The more effort you place on monitoring will ensure better customer service for your customers. 2. Assign quality ownership. When agents own a process, it can be calibrated to ensure effectiveness or improved and adapted to the changing needs of your business. 3. Set up a call quality forum. Ensure that all stakeholders agree on the criteria and reach consensus on what enhances call quality. 4. Reward best practice. Reward your staff for their high-quality work when you receive positive messages from customers. 5. Quality people ensure quality monitoring. Identify someone other than the supervisor to handle monitoring, training and evaluating. Then give them the resources to carry out methods to improve staff expertise. 6. Put information gathered to good use. Call quality monitoring provides valuable insight into how you are performing and what customers are experiencing. Use the information to further staff development. 7. You don’t have to commit to high-tech. Even basic monitoring is better than no monitoring. Start with simple activities, such as a spreadsheet that you manually complete. 8. Getting things right. Regular monitoring is an ideal method to maintain best practices and ensure that advisors get details right, such as greeting customers appropriately, adhering to the precise call structure and using positive phrases throughout the call. 9. Ensure that advisors understand the need for monitoring. Call quality monitoring shouldn’t be viewed as a negative activity. In the best contact centers, it is seen as an integral part of the skills program. 10. Provide feedback, support and more training. Feedback from the monitoring process should be objective, using a method of scoring and evaluation that is fair, consistent and regular. The most important thing is to provide support and further training when needed. Customer satisfaction rates should have an impact on call quality monitoring practices. With innovations in technology and social media channels, customers expect faster responses and more attentive service. Optimizing Your Call Monitoring Processes With regular quality monitoring, you can eliminate bad habits before they spread among the advisors and to your other call centers. Setting realistic targets is the cornerstone of quality assurance. Achieving them will be motivating and help pave the way for other more ambitious goals. Regular monitoring, feedback support and training are all essential tools for maintaining your high-quality customer service.

Vital Components to Quality Call Center Agent Training

Just like phone support, live chat support staff needs high-quality call center agents training in order to handle a wide range of situations and perform effective services to resolve customer issues. Here are some vital components to training for live chat agents. Starting a Chat Your opening line should not be too short, nor should it be too long. Keep it simple. Make sure to use the customer’s name, if given, and ask how you can help. You can even go more personal and ask how the customer is doing before inquiring about how you can assist him or her. Clarification and Verification Once the customer has explained what the question or problem is, you should ask for any clarification, such as saying, “Tell me more about…” If no clarification is needed, you should still verify the question or issue by repeating it back to the customer, such as saying, “Let me see if I have this correct…” Admitting “I Don’t Know” It is important not to waste a customer’s time if you do not know the answer to the question or problem. However, it is also important that you do everything in your power to help the customer. The words, “I don’t know,” do not need to leave your lips, but you can apologize and admit you do not have the information, then offer to find out for the customer. This may mean putting the customer on hold or getting contact information to follow up with him or her later. Transferring Calls If you absolutely must transfer a customer, be sure to explain to them what you are doing and why before you actually do it. In addition, make sure the agent you are transferring the customer to already knows what the question or issue is so as to better help the customer after transfer. Holding a Call Putting a customer on hold is necessary when you need to investigate the question or issue. Ask the customer if he or she will hold. If they do not wish to hold, offer to contact them later. If you put the customer on hold, make sure to thank them for holding when you get back to them. Apologize for long waits, and try to minimize the length of time the customer spends waiting. Admitting Fault If you or someone in your company makes a mistake, it’s okay to admit fault. For your own mistakes, simply apologize and admit you made a mistake, then right it by providing the correct information. If the mistake is someone else’s, apologize for the company using “we” and “our” instead of naming an individual person. Saying “No” Although you might want to, avoid saying, “No,” as much as possible, as this comes off as rude. Instead, you can put a positive spin on it. If it’s something as simple as someone not being available, apologize and ask how you can personally help the customer. If it has to do with a product or service, apologize and explain that you do not or cannot provide that service, but offer something similar. Handling Upset Customers To keep situations with angry or upset customers from escalating, show empathy and acknowledge how the customer is feeling. You can also apologize that they are experiencing these problems and offer to help them deal with the issue or find a compromise. Wrapping Up Make sure your customer’s needs have been met and that they have no other questions before ending your chat. If your business’ agent training contains these vital elements, your customer support should be quite solid.

How to Facilitate a Successful Calibration Session

Calibration sessions are beneficial to overall call center performance and should be done regularly. Through consistently calibration, campaign leaders, trainers, and quality monitoring team have an opportunity to review customer interaction, compare quality scores using the evaluation form, and have productive discussion around the campaign. The goal is to have the groups’ scores within a 5% margin of variance. Today we will look at how to carry out a successful calibration session. Distribute materials Before starting the calibration session, you need to distribute the selected calls, chats, or emails to all participants for evaluation. The members should include managers, supervisors, quality monitoring team and any agents that you want to include. I have found that having the agents present whose interactions are being reviewed is a great learning exercise for them. They are able to hear the groups’ feedback directly and better understand the scoring process. Always review the interactions first to make sure that it will not be a negative experience for the agent. Anything that would result in a reprimand should be done in a private setting not in front of the calibration team. The Quality Monitoring team should be prepared for the session with pre-scored evaluation forms. Blank evaluation forms should be distributed with the interactions to be reviewed. The participants can complete the score before the session begins or as the review is taking place. However, they should have a score determined before the discussion begins to capture the variance. Typically 2 -3 interactions are enough for each session depending upon the length of each conversation to be reviewed. Quality Monitoring Team Acts as Facilitator The QA team should facilitate the session. Your SPOC (special point of contact) on the team will lead the discussion. He or she is in charge of time allocation for each participant, venue logistics, material distribution prior to the meeting and technology for reviewing the interaction. Sending out the summary from the session and providing follow up to interaction opportunities would also be part of the facilitator’s responsibilities. It is critical that any areas of improvement found during the calibration be communicated to the agent, coached, and monitored to ensure compliance. Establish meeting ground rules. To have a successful meeting, the facilitator and participants need to understand the ground rules and adhere to them. The aim is to ensure that everyone feels free to share and challenge the performance guidelines. To create that open environment, follow the below suggestions: 1. Set the start and end time in advance 2. Listen keenly without reacting or interrupting 3. Be honest and open throughout the discussions 4. Focus on consistency, not agreement or being right 5. Uphold confidentiality after the discussion 6. Ask all the participants to add onto the guidelines if they feel something is missing. They will easily follow them when they formulate them. Review Previous Discussion Start the process by reviewing the outliers, the highest and lowest scores. These two ratings are easier to discuss compared to the “almost exceeded” scores. If it is your second calibration session, use the previous discussions scores to locate any standard deviations. However, if it the first calibration session, you can set the scores. It will take time to get your team calibrated, therefore, do not rush to process. The key is to have frequent one-hour meetings. Review the first interaction After setting your calibration goal, it is time to play your first call, chat transcript or email exchange for group review. If the interaction had not been scored by participants previously, take time for the group to complete the evaluation including score. Compare the scores from each participant. The facilitator should keep track of all scores to judge variance. Put Together the Feedback Open the floor for the call feedback discussions. The facilitator should ensure all the comments go back to calibration goals or the call center goals. The focus is to clarify quality performance standards. The facilitator takes charge of the discussion by asking for specific feedback. For example, the positive things that the agent did during the call, the negative things that need improvement or suggested improvements in the particular negative. The final decision should be a consensus, which will benefit the company and the agent, resulting in a better customer experience. Review the quality standard definitions A key benefit of a calibration session is the opportunity to consider the quality standard definitions. The quality assurance team will note the suggested improvement points and compare with the corresponding point. These new definitions will offer guidance in the future in case they encounter the same issue. Write all the suggestions in the QSD (Quality Standard Document). Repeat the above process for the next calls. Bringing it together Start by distributing the materials, select the facilitator, set the meeting guidelines, review the previous discussion, review the first interaction, put together the feedback and finally review the quality performance standards. As you conduct a calibration session, always keep in mind the desired quality performance standards.

Are you using Proactive Live Chat for your business?

As your company grows, you face many challenges like strategies that will guarantee exceptional customer satisfaction, dealing with the competition, lowering operational cost and increasing profits. At the center of all these challenges are customers. They are the key element of how fast your business grows. Today’s online customer is sophisticated with high expectations of the kind of experience they want. They expect fast and reliable service. On the other hand, the company is looking for the highest return on investment on the platform they use to deliver that superior customer experience. The solution is Live Chat because it saves money and time while building trust and confidence. It is a win-win situation for customers and the company. I recently read a study conducted by Forrester and the findings show that. “Chat earns 15% on click to chat (reactive) and 105% on proactive chat. This statistic is the basis for our discussion today, what is proactive chat is, its benefits and the how you can incorporate it into your customer service strategy. Live Chat is an opportunity to speak with a company representative, sales, service or technical. The commonly used live chat functions have been reactive in nature, where the customer has to reach out to you for a service. The service with the highest ROI is proactive, where the company invites you to chat with them. Here are the top four benefits of proactive live chat Increases sales conversion In a retail store, once the customer walks in a sales representative greets them and initiates a conversation. Most often, the customer will walk out of the store with an item, because the sales agent was proactive with the customer. They didn’t wait for the customer to ask questions, they anticipated their issues and offered solutions as they talked. Proactive live chat brings this same approach to the online platform. The agent anticipates the needs of the customer by looking at the areas they are browsing and sends them an invitation to chat. For example, “Got questions? Speak to a specialist.” The visitor will readily explore that option to get the information they were looking for faster. If they had a question about a product they want to purchase, the information provided would help in their decision-making. Research shows that 83% of online shoppers want to contact a real person before buying. Increases customer satisfaction A happy customer will be loyal and become your brand advocate. Important to remember is who your customers are. Today’s online shopper has more information readily available and wants results immediately. They do not want to wait, for example, when someone wants to call an agent, they have to deal with the hold times, and the dreaded messaging “hold for the next available agent.” Do you think this customer will be satisfied? Live chat, on the other hand, provides the opportunity for the customer to get immediate help. Proactive live chat when deployed correctly makes this even better by inviting the customer to chat immediately if they have any questions. A whopping 94% of customers who were proactively invited to chat were very satisfied with their experience. Live chat makes it convenient for the customers to contact your company. They can do it anywhere and at any time, for example, in the office, on their way home or at home. They do not have to worry who is listening in to their conversation, leading to increased satisfaction levels. Reduces operational costs You cannot have a high return on investment without watching your operational costs. If your operational costs are higher than the sales you are bringing in that is a loss, which will destroy your company. However, when your sales exceed your operational costs, your growth is a guarantee. For example, an agent can chat with two or three customers at the same time, but can only speak with one customer via phone. Therefore, you will need fewer agents to handle more clients. This cuts your staff overhead by half. The savings achieved can be used for business expansion. Helps Research and development How proactive live chat works Speak to a leading live chat software company; they will do all the work for you. Once set up, a live chat invitation can use rules to only invite people who want to chat. Every person who visits your website is important, however they are not all equal. You are notified that you have a visitor online. You will see what the visitor is interested in as they browse through the pages. It is your call; you can proactively invite the visitor to chat about your products and offer to answer any questions he might have. The visitor also can click to chat with you. In summary, live chat has loads of benefits to your company and integrating proactive live chat in your customer service strategy will increase them. Make the move by either doing it in-house or subcontracting a contact center.

Importance of Calibration Sessions

We all know the impact of excellent customer service to the business. In light of the digital era, most customers rely on contact centers for customer service; therefore, the strategies used should result in happy customers. A key strategy to yield measurable outcomes is through calibration sessions. Calibration is a standardized scoring process and customer interaction evaluation that provides a quantitative measurement. It ensures that clients, quality monitoring team, supervisors, and trainers can evaluate agent performance and improve customer service. A calibration session takes time, and all parties must participate for it to be effective. Importance of calibration It standardizes scoring across multiple teams Calibration ensures consistent scoring, which is the basis for measuring the performance of agents. In addition, it eliminates the perception of favoritism among supervisors. Some agents feel that their supervisor is lenient compared to the quality monitoring team. However, after all responsible parties – quality monitoring, supervisors, and client – complete the calibration session, the results are the same. Therefore, it does not matter who did or did not do the call monitoring and scoring. Consistent findings help drive improvement across the entire team. By including the training team, learning’s can be immediately implemented within the training curriculum. It determines the quality of agents performance Agent’s consistency in service delivery to the customers How effective the agent is adhering to contact center standards and procedures. Confirming whether the agents’ behaviors you are measuring lead to quality service delivery. Before a calibration session, you will have determined the scoring benchmarks. Once you calibrate these scores and carry out the exercise, you will know how each agent is performing. In particular, it will reveal the following: Understanding where your agents are failing will guide the improvement needs. Through this process, the agents will also get to know what matters when it comes to offering quality customer service. It reveals coaching improvement needs A calibration session takes time and resources to be successful. Therefore, the desired results of improvement should be achieved. It reveals the exact challenge the agents are facing, either compliancy behaviors like not reading the recording statement or communication soft skills like speaking too fast for the customer to understand. Since the agents are part of the calibration session, they will understand firsthand how their behaviors and soft skills are playing out. During these sessions, it is the right time to address all these issues, and ensure that each agent understands the right way of offering quality customer service call.The coaches (managers and supervisors) get to know where to focus their energy and time for customers to receive quality services. Remember to be specific, give both positive and negative feedback and on time. It refines the quality assurance standards In most cases, we use Quality Standards Definition Document (QSDD) as a guide to all components of the evaluations. It is a great tool to use during your sessions. However, these standards have to be in line with your company quality procedures. The more calibration sessions you hold, the more you understand the guidelines that do not adhere to your procedures. You can refine them to your particular needs. Ensure that all stakeholders understand the recommended changes to avoid confusion in the implementation process. In conclusion, calibration sessions are beneficial to all stakeholders from the client, management, trainers, and quality monitoring team to the agents. These four benefits stand out: standardizing scoring across multiple teams, determining the quality of agents’ performance, revealing coaching improvement needs and refining the quality assurance standards. Consistently performing calibration sessions will ensure overall improvement in customer service delivery, which will lead to satisfied customers. I will look at how to carry out a successful calibration session in the next post.

Becoming a More Effective Leader Through Improved Communication

In order to get the absolute most out of your employees and have the best chance of meeting company goals, you’ve got to know how to communicate with your team properly and effectively. Rather than resorting to generic communication methods that might be outdated and ineffective, get to the core of what it truly means to say what you mean and mean what you say. Let Your Employees Know You Appreciate Them and What They Do Simply giving your employees a pat on the back or a thumbs up when they do a good job isn’t enough. You may not be aware of all of the time and energy they put in their work, and a simple “good job” may make them feel as though they aren’t appreciated. Be specific in your praise and what you like about how they work and what they bring to the company. Vagueness doesn’t do any favors and it’s not a good way to retain good employees. Thank Your Employees While you’re heaping detailed praise on your employees, thank them. Even better, thank them in public as well as personally. This shows you’re paying attention to what they’re doing and want to acknowledge their contributions during one of the many times you have a daily interaction with them and when you have staff meetings. If you never seem to cross paths with an employee you wish to thank, send him or her a thank you email or leave a yellow sticky note. Ask Your Employees What They Think Let your employees know they have a say in how the company operates by asking them their opinion and what they think of a new project, plan or process. Try your best to refrain from the generic approach of taking employee ideas and using them as your own or making your team believe there’s only one right answer. Leave room for improvisation and true creativity. Your employees are sure to appreciate having a safe place in which to speak their minds just as much as you do. Make Sure Your Employees Always Know What’s Going on and What They Can Expect Just as you hate to be blindsided while driving, the same is true when it comes to work. Show your employees your respect by making sure they’re aware of upcoming changes, no matter how small they might be. You never know how a sudden small change can completely obliterate an employee’s “work flow.” In addition to informing employees of upcoming changes, be honest about why those changes are taking place. Your team is integral to the success of your company, and they deserve to know what’s going on and why. Treat them as equals and less like employees. Give Your Employees Feedback Getting and giving praise is great, but giving your employees honest and constructive feedback on how they can improve their performance is even better. You don’t always have to wait for performance reviews to let your team know how they’re doing and the new goals they can set for themselves. Proper communication is essential for every type of relationship, both professional and personal. While you’re implementing the above suggestions, take some time to learn your employees’ first names and address them as such. Rather than resorting to raises and benefits to make your employees want to stick around, learn how to talk to them in a way they’ll truly appreciate. This blog was written by Dilip Barot, Founder and Chief Strategy Officer of Etech Global Services, and founder of Creative Choice Group, headquartered in Palm Beach Gardens, Florida. Etech employs 2,700 team members across the US, India and Jamaica. If you would like to learn more about Etech, please contact us at info@etechgs.com for more information.

How to Incorporate DMAIC Processes into the Contact Center

The globalization of the contact center industry has created a competitive environment which demands that companies not only meet client expectations, but do so as efficiently as possible. Many in the field are finding that integrating a data driven approach for creating and improving processes provides the methodology for implementing change and improvement. One such methodology is DMAIC. A Six Sigma tool, DMAIC is a scientifically proven process that ensures continuous performance improvement. It stands for Define, Measure, Analyze, Improve and Control. Many companies use this method because it provides a closed loop and thus eliminates unproductive steps. DMAIC works well because it looks at the inputs and processes used to influence the output. Here are the five steps in detail. Step 1: Define This is the starting point, which sets your project for success. Three main things need to take place at this stage Setting the goals – what are the problems and the key metrics? Set the tasks, milestones, responsibilities, deliverables and a communication plan. All these should summarized into 1 goal statement for example; Increase the contact center customer satisfaction from 60% to 80% by the end of the 3rd quarter without increasing operating costs. Chartering the team – Who are the stakeholders? Identify the stakeholders and their roles. These may include customers, management and staff. You will require training the staff in the DMAIC process at this stage too. Mapping the process – what is the scope? This is the how and where to gather the data. It will help you to know the problematic areas. Step 2: Measure If you can’t measure it, you can’t manage it. The measurement step is critical to the success of your project because it helps you know where you stand. Do not rely on your gut feeling, but use data and facts to make decisions. You will do the following: Identify and define key metrics – what data is available? For example, data collected from customer surveys. Design and develop a data collection plan Assess the measurement systems for accuracy, stability and repeatability. Collect the data – manually, automated and new metrics as you see fit. Display the data by using charts and graphs – to help you detect any variations. Step 3: Analyze Analyze stage is all about getting to know the root cause of the problem. It helps you look at the genesis of the problem as opposed to treating the symptoms. To carry out a proper data analysis, do the following: Measure process capability – compare the current performance to industry standards. Root cause analysis – you can use a cause and effect diagram to get to what may be the root problems. Other tools can generate the root problem. Identify possible factors that affect your output and are causing variations- for example, why are wait times higher on Fridays? Refine improvement goals based on the above outcomes – a better forecast is possible. Step 4: Improve The rubber meets the road here. You have defined, measured and analyzed your data; it is time to improve your processes based on the insights gathered. These are the mini steps you take to improve:- Generate creative solutions – use various techniques to test and verify solutions. For example, will you add staff on Friday to reduce the wait rate or serve customers through other channels? Select the most viable solution – verify the relationship between your goal and suggested solution. Implement the solution – you can use a pilot program and measure it, if satisfied with the results then use apply it. Step 5: Control Last but most important is the control step. This is the manage part of the first statement. The purpose of this step is to successful implementation of the recommended solutions. Develop a control plan – how will the management and operations monitor the implementation. For example, the supervisors to ensure enough staff are present on Friday. Implement the process control – document all the data and start the implementation process. Rollout the project – include things like training of the staff for a successful outcome. Bringing it together The DMAIC process is simple and flexible to use. The systematic nature gives you a structure that ensures you will not miss any step. Do you have a process improvement project? Just Define, Measure, Analyze, Improve and Control for successful and sustainable solutions.

Engaging Generation Y: Important Dos and Do Not s

Generation Y has been the most challenging workforce for many organizations, especially when it comes to managing their talents. These challenges start from the recruitment stage to training to retaining them at workplace. The human resource department, which oversees most of these functions, can tell a long story on this. Generation Y forms a majority of entry-level employees while the leadership senior management and middle-level management are Generation X and/or Baby Boomers. These two generations have a different characteristics and perspectives about work and life in generation. Here are a few examples of their differences at work:- Work ethics – Baby boomers are driven, workaholic and equate worth to ethic while Generation Yare ambitious, multi task and keep looking for the next big thing. Time at work – Generation X are project oriented and believe they are paid to get the job done while Generation Y take the job as a “gig” and leave work at exactly 5 o’clock. Work life balance – Baby Boomers work to live while Generation Y lives to work. Career development – Generation X seek to grow by acquiring more degrees and experiences within the organization while Generation Y grows by seeking opportunities, if the organization does not have what they want, they look for it in another organization. There are more differences than the outline above, but you can see the pattern. The leaders believe one thing and the followers another. The good news is, not all is lost as you can learn and incorporate some principles to engage the generation Y workforce and maximize their potential. Here is a list of do’s and don’ts when it comes to engaging the Millennial. Do Offer Them Flexibility Generation Y work to live, therefore, they will work best with flexible schedules. A millennial will work hard and long given that it fits within his or her schedule, they do not want to make work their life. They do not like the 9 to 5 office life, and if one stays in such a job, they will be on social media half the time. Leverage on technology and evaluate them on results not how much time they spend in the office. Do Encourage Open Communication This generation has grown up negotiating everything from bedtime to play station time. They appreciate open and honest communication. As a leader, when you communicate where the company is and what their role is, you engage them more because they feel part of the team. Listen to their ideas as well when they speak up. Once you adopt the idea, include the employee in the implementation team. This builds their confidence thus productivity and engagement. Don’t Reprimand in Public When you talk down to a Generation Y employee, especially in public, it leads to resentment. They will resent the job and you as the leader. They think highly of themselves and when they make a mistake, they do not want their image tarnished in front of colleagues. Call the employee to your office, and explain to them where they failed and what how they could have done it. Listen to their explanation of the situation as well. Don’t control the internet They are tech-savvy and all their fancy gadgets need internet connection. They communicate with each other and the world through social media. Some organizations limit internet use or lock some social media platforms. This is like squeezing life out of a Gen Y. Let them be responsible with what they do with the internet during working hours. You can also guide them to engage in conversations online that build the company not just personal interests. In conclusion, when you fully engage Generation Y at their workplace, they form a powerful team. These simple do’s and don’ts will lead you in the right direction to engage your Gen Y employees. Capitalize on their strong ambition and self-motivation to achieve organization goals faster. Enjoy!

How Do You Find The Right Agent For The Right Job?

In the corporate world, we often hear the terminology “he/she is a great fit for this position” or “he/she was just not the right fit for the job”. Finding employees who are a good fit for a certain position is critical to the over-all success of any business. The same holds true among Call Center Agents. People unfamiliar with how call centers work often assume that agents are hired simply to fill seats and receive incoming calls from customers looking to purchase products or sign up for a certain service. However, there’s more to it than that. Let me explain. Companies will hire a call center to help them with various aspects of their daily operations. Sometimes those operations can be for receiving inbound calls and sometimes call centers will oversee outbound calls, which can often be of a sales nature. Each of these functions are important, but each require a specific skill set in order for the campaign to be a success. So, how does a call center manager ensure that he or she is putting the right agent into the right job? Here are three aspects that, I believe, are helpful in correctly staffing your call center to meet the specific needs. Key Competencies: First, determine what the specific task requires. Is the task of a sales nature? Will the agent be contacting current customers in an effort to “upsell them” to a larger cable package for example? The key competency this agent must have is the ability to convince the customer that they will benefit by investing in the larger package that offers more. If the task requires more customer service, different key competencies are needed. Are they a good listener, do they have a solid product knowledge to be able to direct the customer to the product or service that’s best for them? Taking the time to ask the questions of what is needed for the campaign will enable the call center manager to place the right people in the right job. Personality type: Personality is something that is unique to each one of us. Finding the right combination and fit for each campaign is something that has to be done by the contact center manager. Some individuals are very people oriented while others are more numbers oriented. Obviously, a people oriented agent will be more successful in a customer service or sales role than a numbers oriented agent. Determining an agent’s personality type is a critical first step in the hiring process as well as the process of assembling the best team for the campaign. Motivational Fit: Personal motivators vary from one person to another but they tend to fall into the general categories of Personal Interest, Job fit and Culture fit. Personal Interest, does the agent seem genuinely interested in the job and what it offers? Job fit, what are the person’s competencies and where will they fit best? And finally, Culture fit, does the culture and values of the company meet the priorities of the agent being hired for a particular campaign. In my years of working in the call center industry, I’ve found that taking the time to look at these three aspects when staffing for a particular client, go a long way in the over-all success of the campaign. Having the right people in the right place at the right time means success EVERY time! Source : LinkedIn

The Importance of Online Chat

The online behavior of the consumers is constantly increasing as companies continue to grow and provide services online. According to Forrester Research, last year in 2013, online retail sales in the US reached over $288 million with an expected growth rate of 10% annually through 2018. When consumers are increasingly shifting towards online shopping and business transactions, the need to have efficient customer service and support functions has emerged. This serves as the right opportunity with significant potential for companies to leverage their online presence to expand their customer base as well as provide quality customer care. Investing in establishing a robust online chat sales channel ensures greater ROI and improves customer satisfaction. Boosting Online Sales With customers taking the online route to making purchases, companies are aggressively adopting online marketing strategies to boost their online sales. To generate this revenue, companies are increasingly gearing towards the online chat sales channel as it offers direct interaction with potential customers and ensures a higher ROI and customer satisfaction. The online chat medium can effectively focus on qualified leads in the form of visitors on the website and convert these leads into sales. The entire sales process can be effectively shortened through chat by positively impacting the customer through quick resolution of queries. Shopping cart abandon rates can also be reduced by targeting such customers through proactive chat and offering assistance during the buying process. Also, a higher Average Order Value (AOV) can be witnessed due to efficient up-selling or cross-selling by agents through online chat. Ensure Higher Customer Satisfaction The online chat channel is an efficient mode of communication for providing information that is convenient, easy, and comfortable for the customer. Online chat is a dynamic medium used to promote sales and offer information in real time ranging from technical to product to service. The skilled chat representatives can provide customers with relevant responses and correct information while driving them along a sales path. This ability to solve customer queries in real-time improves the overall customer satisfaction and makes the online chat sales channel a sought after medium. Cost Reduction Reducing the overall operational costs is of great importance to companies today which is an integral part of the process to increase profitability of business. The online chat sales channel reduces the average interaction costs by speeding up the resolution process. Future calls to contact centers are also reduced significantly due to timely resolution of customer queries. Investing in an online chat program is a cost-effective option for both business owners and contact centers as less investment is required to establish infrastructure, technology and staffing of trained chat representatives. Create Robust Brand Image Online Having a solid online brand image is essential for generating web traffic and attracting qualified leads. The online chat sales channel can assist companies in creating this brand image by enhancing the customer experience. The online chat sales channel is rapidly replacing other modes of communication channels such as voice, email, and web as preferred mode of communication to provide customer service and sales growth. Investing in an online chat sales channel can help companies add value to their business.

What is Quality Assurance?

Quality assurance is defined as the maintenance of a desired quality of service especially by means of attention to every detail of the process of delivery. In the call center field, there are quality assurance processes in place to ensure that during a customer interaction a consistent standard of service is maintained. The highest duty of call center management is to develop the operational controls to ensure the level of customer service experiences rendered match the desired outcomes. Customers need to be satisfied, but at the same time protect the organization and optimize the resources available. Everybody who has ever communicated with a call center agent, has heard the phrase; “This call is being recorded for quality purposes”. These recorded conversations are monitored by a quality assurance team to check for the quality of service given. Following is a summary of the benefits to expect when you are observing stringent quality assurance measures: Increased customer satisfaction Problem recognition hence suitable solutions provided Increased agent productivity Improved and increased sales Improved call efficiency Increased agent knowledge and competencies Rapid business growth — hence increased profitability Positive branding Utilization of resources — For example: proper use of agent time Increased sales Improved business working relationship between call center and clients The challenge: How to ensure consistent quality service delivery As stated above, customer satisfaction is of utmost importance to a contact center and to the survival of your business. Quality service delivery guarantees happy customers who in turn become brand advocates; the ripple effect is worth every effort. The challenge then becomes how to keep your customer happy. Traditional solutions rely on manual methods, which are labor intensive and time consuming. Can you imagine trying to listen to all inbound or outbound calls in your center? It would require you to employ a large dedicated team to this process or to ignore the quality assurance step completely. Both options have negative impact to the quality of your service delivery. However, there is a solution to meet the needs and desires of all stakeholders in the contact center. The solution: Quality Assurance Software Quality assurance software can ease your QA monitoring needs. Yes, we understand you have performance monitoring metrics in place, some of which are quality specific. A quality assurance program goes the extra mile to improve efficiency and effectiveness of operations in your call center. Key areas that a quality assurance program addresses: Opportunity Identification This program identifies problem areas and growth opportunities. Without identifying these areas, the quality assurance process will be meaningless. This information provides a roadmap to improve service delivery, customer satisfaction and sales conversions. Business Insights In the process of gathering information, insights are uncovered on business intelligence. Using the data from your customers and understanding their perceptions on your pricing, promotions, new products and competitor offerings help your company to make informed decisions. Decisions based on verifiable statistics are a sure way to grow your business as well as make your leadership more efficient and effective. Customer Experiences Customers are the lifeblood of your business and that is why exceptional customer experiences are the ultimate goal. Monitoring the interactions for quality of service rendered help to discover gaps in the process. The result is to provide proactive solutions that eliminate customer dissatisfaction. Sharing these learning’s with your training team can help to ensure that all agents – new and existing are better equipped. Sales Conversion Without increased sales volumes, your business revenue will deteriorate. The ability to steadily increase sales conversion is a big part of the quality assurance program. Closely monitoring the selected agents will enable you to assess their selling skills, identify the training needs and empower agents to sell more. Human Monitoring Much of today’s quality monitoring is highly automated to capture the data in the end-to-end call process. Insights are then gathered on voice recognition. However, due to the increasing complexity of service delivery, human intervention is required to effectively monitor and measure the quality of service. Automation is good, and when combined with qualified personnel, the results are timely and reliable. In conclusion, quality assurance monitoring is the only guarantee you have to increased customer satisfaction, sales conversion and service delivery in general. Utilizing quality assurance software with a human touch makes it better and more reliable. Enjoy!

How Social Media is Changing the Way we do Customer Care

Etech Global Services has recently done a bit of research on this topic and the findings have been rather eye-opening. Here’s what we learned: In Twitter, there are approximately 5,000 tweets every second. 30% of users expect a response within 30 minutes. One in five brands say they ”rarely” respond to customer complaints made via social media, yet customers who use social media expect a response within an hour. According to Sprinklr 38% of consumers feel “negative” about a brand who fails to meet their expectations for a timely social media response. Based on these findings, it’s safe to say that Social Media is literally changing the way we deal with customers, and if we’re not up to the task of social media, we are at a disadvantage. Additionally, when a customer uses a certain channel, such as Twitter, to ask a question, they expect the question to be answered through the same channel. The answer needs to be personal, quick and offer the appropriate solution. If the response to the question is not personalized, it leads to channel irritation which can then spread to other customers. We found this information to be rather defining for us as a company and hope you do as well. This Blog entry was written my Matt Rocco, President and COO of Etech Global Services. If you would like to learn more about Etech and our contact center technology and service solutions, please contact us at info@etechgs.com

The Call Centers Role in a Recovering Economy

There is perhaps no more difficult time for any country than when they are experiencing an economic downturn and conversely, there is no better time than when the economy begins to turn around and show signs of life again. Here in the United States, we are slowly beginning to see signs of economic recovery. As a businessman, it is always interesting to me to observe the industries that feel the recovery quickly as opposed to those industries that feel the recovery later. One industry that tends to feel the recovery more quickly is of the call center industry. In recent years, the call center industry has evolved from being a cost center to playing a more strategic role. How? By being the first line of contact with customers. Whether a call center is providing customer service or functions in a sales role, the call center has become the representative of the corporate brand. The Call Center is the place that delivers your promises to your customers and during a slow-growing economy, they can improve sales and build customer loyalty……. All while reducing your operating costs. So how does this work? Below are a few tips that will build a strong contact center and reduce overall operating costs: Well-trained agents: Investing in your agents is one of the primary ways to reduce operating costs. Agents should be trained in the software system as well as be well-versed in product knowledge. A well-trained agent will tend to stay at the job for a longer period of time, reducing turnover and improving overall efficiency. Empowering Agents: Once agents are trained, they should be given the authority to take the necessary actions that will best help the customer. Quick resolution of customer issues is one of the primary elements of superior customer service, giving companies an edge over their competition. This goes a long way in building customer loyalty that can be the difference in growing versus simply surviving in a down economy. Integrated Systems: Providing an integrated system, such as Etech’s ICE, that is easily integrated and provides multi-channel communication. Our ICE system is easily adaptable to any existing platform and offers products that can be used individually or jointly depending on need. Certainly, there are other factors that can reduce operating costs, but by implementing these tips in your call center you present a streamlined and efficient frontline of communication for your business. This builds customer satisfaction and loyalty that will bring your company through the down economy and to a great place as we move into the recovery. If you would like more information on how Etech Global Services can assist you, contact us here.

Etech Global Services: Going the Extra Mile in Quality Assurance

Etech Global Services offers BPO quality assurance services to increase sales and enhance customer satisfaction as well as gather important business intelligence. Quality Assurance is the means by which we measure the effectiveness and efficiency of business processes and here at Etech, we pride ourselves on the fact that our QA offering is second to none. We have developed a 10-step process that assists companies in identifying opportunities and developing actions that improve their processes, sales conversions and overall customer satisfaction. Here’s how it works: Needs assessment: A project manager is assigned to the customer’s account to evaluate needs, requirements and document plans. Create Performance Standards: We create a customized monitoring check-list and audit form to understand the expectations. Create Audit form guidelines: We create performance standards and guidelines defining each item on the checklist and articulate the scoring methodology. Sample Evaluations: The Project Manager and QA leadership ensure that the checklist is calibrated and in sync with the requirements. Diagnostics/Benchmarking: This provides a baseline measurement to ensure the rating scales are properly defined Go-Live : Transaction monitoring and “go live” post initial calibration. Client Calibrations: Blog monitoring calibration to ensure that the QA team and client are in continuous sync with the scoring and evaluations using the checklist. Client Review of Reports: Re-verification of transactions to ensure accuracy Coaching: Etech delivers Reporting and Analysis trends to the client to confirm data usability Track Progress: A robust scorecard is used to evaluate the transactions and monitor for accuracy which ensures consistent and accurate data insights to clients. Our clients have seen the following results with our Quality Assurance Services: 12% Increase in Customer Satisfaction 22% Increase in Average Order Value 35% Reduction in Average Handle time 45% Reduction in Agent Turnover 200% Increase in Agent Productivity In addition to our Quality Assurance program, we also offer an effective and customizable quality management platform to companies with internal contact centers. Q-Eval, our stand-alone software, captures specific metrics to provide intelligent reporting that can be used to improve internal call center performance. It is completely customizable to your specific needs, and can be easily interfaced with your current system. If you are in need of a Quality Assurance system, contact us today. We have the options you need.

Etech announces winners of the survey.

Etech Global Services has always believed in providing intelligent and quality oriented services to the customer to help them make a remarkable difference in their businesses. Our technology division has been in the process of launching Live Chat software to overcome the challenges faced by users. The motto is to present a world class solution that meets simple to complex needs so that a wide spectrum of customers would be able to utilize it for their day to day operations. With our customer centric attitude and approach, giving what is needed, and to understand the requirements and challenges faced by them, Etech designed a survey. The objective of this survey was to understand the current needs and missing functionalities from different customers that have been using Chat products available on the internet. The survey, encompassing the different challenges and the features, was sent to over 5000+ contacts. We thank you for the overwhelming response to the survey. Participation was magnificent. Thank you to all of you who took time to fill in this survey. As promised, at the end of the survey, we would declare the results of the Winners. So, here are the 3 Lucky winners from the three different surveys: John Kaufman, SC, United States Dustin Guetzlaff, CA, United States Timothy Mohel, FL, United States Congratulations to the lucky winner!!. A $100 Amazon gift card will be sent to you via email.

Things you may not know about Live Chat

At this point in time, most people have at least heard of Live Chat and have a basic idea of what it is, however, if not, let me give you a quick overview. Live Chat is the means by which a customer can communicate with a representative from a particular business over an internet connection rather than having to make a phone call. If you have ever been on the website of a retailer and seen a window pop up with a representative offering to help you, then you’ve seen Live Chat in action. However, there may be some things about Live Chat that you did not know. First, did you know that Etech Global Services is one of the pioneers in Live Chat technology? I’m proud to say that Etech Global Services was one of the earliest call centers to offer Live Chat to our Ecommerce customers. While many may think that Live Chat is a very recent technology, Etech has been helping some of the world’s leading organizations improve their ecommerce sales and service through the use of our sophisticated Live Chat customer service for over 17 years now.. We truly are pioneers with this technology that monitors web site visitors, identifies hot prospects (those likely to buy) and converts these prospects to customers, and can engage customers with very targeted offers. Second, did you know that Live Chat is a far more convenient way for customers to communicate with your business than calling an 800 number and having to navigate through the maddening maze of options? It allows the customer to have their issue resolved or their questions answered in far less time, making it more likely for customers to come back to you if you offer a Live Chat option on your website. In addition to these benefits, here are some other benefits and statistics of Live Chat that you may not know: Live Chat cuts down on expenses by lowering average interaction costs, thus lowering over all contact center costs. Also, representatives can handle multiple calls at one time, reducing the need to hire more representatives. Live Chat increases sales by offering immediate help to the customer which reduces bounce rates (when a customer leaves your site). Live Chat gives you an edge over your competition by enhancing your sales and service capabilities. This encourages return visits to your Ecommerce site; a definite advantage if your competition does not offer Live Chat. In a study conducted by Forrester Research, 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer. According to a poll by Andersen Consulting, almost 62 percent of Internet consumers said they would purchase more products online if live customer support were available. Here are some things you may not know about Etech’s Live Chat Services: Etech Global Services offers website live chat services 24/7/365 through our onshore, near shore and off-shore locations. Etech supports both English and Spanish speaking customers with our dedicated team of chat operators. You can view the progress of your website live chat program through our reports and analytics. In a single report, you can easily track close rates, sales per hour, average revenue per sale, and much more. Etech also provides a host of ad-hoc reports to meet all of your reporting and business needs. Etech offers 30 day free trials so that a business, small or large, can test the impact of live chat in real time. Because we have been pioneers in this technology, we have published numerous articles over the years on developing a successful live chat service and we regularly speak at leading industry events about live chat trends. One of these events is the IRCE, Internet Retailer Conference & Exhibition coming to Chicago, June 2-5, 2015. This event allows pioneers, such as Etech, the opportunity to share their expertise in the Ecommerce industry of which Live Chat has played a key role in its success. Dilip Barot is the Founder and Chief Strategy Officer of Etech Global Services, and founder of Creative Choice Group, headquartered in Palm Beach Gardens, Florida. Etech employs 2,500 team members across the US, India and Jamaica. If you would like to learn more about Etech, contact info@etechgs.com for more information

Etech Global Services BPO: Helping Businesses Prosper Through Outsourcing

Here at Etech Global Services, we are a leading provider of intelligent sales, service and technology solutions specializing in inbound and outbound voice, and live chat. In addition to this, we offer a number of other services designed to support our clients in their efforts to provide superior customer service. One of these services that we offer is Business Process Outsourcing. Business Process Outsourcing is simply taking part of a company’s daily operations and outsourcing those functions to a third party. These business functions can range from finance and accounting to customer related services. Additionally, businesses can choose to outsource to off-shore, out of country offices, or to near-shore, near-by or neighboring offices for their outsourcing needs. At Etech Global Services, we offer on-shore, off-shore and near-shore services along with a wide variety of back office functions. We provide back office functions for some of the largest companies in the world spanning the cable, telecommunications, education, travel and retail industries. Our on-shore, near-shore and off-shore locations enable us to offer our clients 24/7 service 365 days per year. We also support both English and Spanish speaking customers. Here are some of the services you can receive from Etech Global Services: Data Entry/Form Filling Survey/Market Research Online Data Cleanse Payment Processing Accounting Support Order/Sales Support Email Management Reporting & Data Management Quality Assurance Business Intelligence Our highly skilled workforce has been able to consistently deliver the following results to our clients: 98%+ Accuracy Levels 100% in Meeting Deadlines 30% Reduction in Operational Costs Reporting and Analysis of Return Data for Business Analysis Our cost-effective and successful BPO services enable our clients to focus more of their time and energies on other aspects of their operations strengthening their customer service and increasing their bottom line. If you would like to increase efficiency and reduce costs contact Etech Global Services, and let us show you how partnering with us can do just that. This Blog entry was written my Matt Rocco, President and COO of Etech Global Services. If you would like to learn more about Etech and our contact center technology and service solutions, please contact us at info@etechgs.com.

What Is An Omni Channel Contact Center?

‘Omni channel interaction’ is the new buzzword going around customer contact centers, but although serious business owners know they should be implementing it, there are still many who haven’t quite got it right, and they could be losing valuable customers because of it. Worse still, some businesses claim to offer omni channel interactions without really understanding what they are. Omni channel does not mean every channel Some business owners mistakenly believe that an omni channel contact center is one that has a presence on every channel possible. This can be very damaging for a business because valuable resources are taken away from critical business operations and used for setting up and running channels that no-one – neither employee nor customer – particularly wants or needs. For example, if you run a law firm, you probably don’t need an Instagram profile! A real omni channel interaction is one where a customer seamlessly switches between multiple agents and self-service checkpoints, using various different channels, without having to repeat information. In fact, it is really the company that is omnipresent behind all of the channels they are using to reach out to their customers. Mobile devices and multi-channel capability As technology converges, applications become more sophisticated and networks provide faster and more reliable connections, mobile devices such as smartphones and tablets are becoming powerful tools for interacting with businesses. Customers can now contact businesses by phone, SMS message, social media comment, live chat platform and more. Businesses have to be ready to respond to the customer’s preferred mode of communication and pick up the conversation from where it was left the last time. The continuous conversation To provide a true omni channel experience, business owners need to think beyond channels and focus on keeping that customer-company conversation going whatever happens. This requires deep integration between all departments so that relevant data is stored and shared, available instantly so that the customer’s question can be understood within the overall context of their journey. Not only will that prevent the frustration of having to start from square one in each interaction, it will also make it easier for agents to spot an opportunity to up-sell or cross-sell. Empowering customer service agents Of course, the data is only one half the story; the customer service agent also has to be able to quickly understand and analyze that data to rebuild the context. They also should be as empowered as possible to help prevent multiple calls to various departments about the same issue – frustrating for the customer and inefficient for the business. By looking at customer feedback and surveys, common issues can be identified and, where possible, self-service tools (for example FAQs or Knowledge Base articles) created. This should cut down on inbound calls and help give agents more time with those customers who do have complex questions. Ultimately, the omni channel contact center is one which is always there for the customer providing an efficient, consistent service no matter when, how or why they choose to access it.

How to Handle Call Center Escalations

Escalation, the process by which a customer’s complaint or issue is presented to a more senior company representative – usually a supervisor or a manager – is part and parcel of the call center operation. However, some call centers have a very high escalation rate while others are able to achieve ‘First Call Resolution’ (FCR) more frequently. While factors such as industry type and call center volume will affect the actual rate and number of escalations, it is always more efficient to reduce escalations as much as possible. But how can this be achieved? Empowering call center agents In order to maximize FCRs, a call center needs to empower the Customer Service Representative as much as possible. This means your agents need to be free to deviate from scripts to utilize soft skills such as ‘verbal artistry’ and people management. It also means they need to have appropriate de-escalation tools and permissions at their disposal (e.g. discount vouchers or the permission to waive fees). This hits at the heart of every aspect of a call center, since it relies on effective recruitment (unscripted call centers require a higher calibre of agent) and a shift from measuring performance in terms of Average Handling Time (AHT) and Average Speed of Answer (ASA) to degree of customer satisfaction (CSAT). De-escalation in action When a customer is dissatisfied, the CSR has a small window of time in which to de-escalate the situation. In some cases, a customer may be so irate and insistent that there is practically no window at all, in which case escalation may be the only option. In less urgent cases, the agent needs to work hard to convince the customer that they are both willing and able to assist. The first step is always to acknowledge that the customer is upset and that it is due to something they have experienced in dealing with your company. Simply by saying, “I’m sorry you are upset; is it something about our products or service you are unhappy about?” can be all it takes to prevent an immediate escalation. If the customer answers “yes,” the process of mutual understanding has already begun. It is now important for the agent to find out exactly what the problem is and what they want to happen next. Your agent should then be able to decide whether it is something they can try to resolve themselves. If not, it will form the basis of the information escalated to the next level, ensuring the customer doesn’t have to repeat themselves. If the agent isn’t able to solve the problem, for example if they are unable to authorize the level of discount asked for or warranted, they should, if at all possible, agree a callback with a supervisor within an agreed timeframe (which should form part of a call center’s escalation policy). Calling a customer back takes the emotional heat out of the situation, helps the supervisor to familiarize themselves with the call and demonstrates concern on the part of your company. Final escalation The supervisor should have a deeper knowledge of the company’s policies and the customer’s statutory rights. They should also have the power to offer higher levels of compensation or Gestures Good Will (GOGW). However, sometimes the matter is so complicated and the potential cost implications so large that the supervisor will have to escalate to their line manager and/or call the center manager. The call center manager needs to carefully weigh up the value of a customer against the cost implications of granting their request. This will depend on factors such as the length of the client-customer relationship, the lifetime value of the customer, the risk of creating a precedent and the implications on referrals (an unhappy customer is likely to become a detractor). This will usually be the final port of call for customers and the last chance to avoid losing a customer and potential legal trouble further down the line.

Come and Be Part of the Etech Team

We are experiencing phenomenal growth here at Etech Global Services and we are looking for great people to join our team. We are a great company to work for and we are currently offering some of the best positions in East Texas and Dallas. We currently have approximately 80 open positions for live chat representatives. In this position, you’ll be assisting customers for one of the most innovative technology companies in the world! We also have approximately 100 positions open for agents working on a campaign for one of Etech’s several Fortune 500 companies. These positions are for inbound and outbound voice and have a very generous base pay and commission structure. These positions can be performed in either our Dallas, TX contact center located at 2608 Inwood Rd, Dallas, TX 75235 or our Nacogdoches, TX contact center locate at 1903 Berry Drive, Nacogdoches, TX 75964, or our Lufkin, TX center located at 106 N. John Redditt Drive, 75904 as well as our Rusk, TX location at 173 Henderson Street, Rusk TX. Etech Global Services is a leading provider of intelligent sales, service and technology solutions specializing in inbound and outbound voice and live chat. For over a decade, we have been helping companies cost effectively acquire new customers and maximize profits by servicing and growing existing customers. We seek to hire the best and the brightest and we offer generous compensation and benefits packages. We invest heavily in our employees and provide the training and tools needed for success. Many of our current managers began their Etech careers as call center representatives and have grown professionally and advanced their careers here. We believe the best way to promote is from within and we provide many opportunities for professional growth and advancement. At Etech Global Services our vision is to make a remarkable difference for our customers, our associates and the communities in which we live and work. We promote a culture of service and giving back to our communities by actively engaging in various community service projects. If you are looking for a professional opportunity that offers generous pay and benefits as well as growth and opportunity, we hope you will consider joining the Etech Global Services team. Learn more about a career at Etech and apply online. Or, email us your resume.

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