The Importance Of Hiring The Best Call Center Agents

The Customer is the king! Customer satisfaction is the priority for any business to flourish. The call center agents help you achieve maximum Customer satisfaction apart from your high-quality services. The call center agents are the first point of contact for the clients and are the spokesperson for your product or service.  A call center agent is the one who handles the inbound and outbound customer call for any business. It is therefore essential to hire the best call center agents to project a warm and friendly image of the company and for happy customers.

Hiring the best call center agents is important for your business. The candidates can be screened based on criteria like personality, communication skills, analytical skills, problem- solving ability during the hiring process.  Here listed are some of the essential qualities that a call center agent must possess:

Communication – Excellent communication skill is the prerequisite for the right call center agents. As the customer survey mentions that a proficient call center agent is the most important part of happy customer experience. The call center agent should be able to resolve the query efficiently and unambiguously. The diction should be clear using basic vocabulary.

Knowledge – To address the customer inquiry, the call center agent should have a thorough knowledge about your product or service. The best candidate should be a quick learner and should be able to retain the information.

Organisation and Multi-tasking – The call center agents need to be a good juggler. Multi tasking is required as the call center agents need to listen to the customer, check the knowledge base, and provide an effective solution at the same time. Being organised is thus an important trait for a successful call center agent.

Flexibility – A call center functions 24/7, seven days a week, the working hours could be challenging. The call center agent should be flexible enough to comply with the erratic schedules. Also, all center agents interact with the customers on a daily basis. Some of those can be challenging. To deal with such clients, the call center agents need to be flexible in their approach and should quickly adapt as per the customer.

Cool as Cucumber – Keeping calm under pressure is an important trait for a good call center agent. The customer sometime could be frustrated or angry. Here the call center agents need to keep calm and resolve the issue to achieve customer satisfaction.

Speed – The call center agents need to fast and efficient. Fast working call center agent will not keep callers waiting for long. With quick solutions to their problems, customer satisfaction is guaranteed.

Finding the best call center agent can be challenging, this guideline can be helpful. Hire the best call center agent thus increasing customer satisfaction and improve your business many folds.

The Importance of Technical Support Services

Technical support can help users to troubleshoot devices or solve problems when it comes to technology. In today’s trend, gadgets like cell phones, tablets etc. are in demand and have become a necessity. Many people refer to Bring Your Own Device (BYOD) which means the user can bring a portable device to any place such as malls and the schools.

Technical support services are more important for small and medium business than a larger business because they can hire a level 1 support where they can train and develop the skills in terms of analytical thinking and capability to solve the problems. When it comes to the cost, they end up paying less compared to having a full IT department. To fill in the gaps, they can make a contract with the companies that offer tech support services so that their loss due to IT failure is less. It will be of benefit to choose the companies that have a 24/7 call tech support personnel that can attend to any issue or emergency at the earliest.

In short, tech support services are important to any business that can solve IT related problems.

Using FormIgniter as Form Generator for CodeIgniter

A Code Generator for CodeIgniter Forms

Form Generation Class integrates the native form helper (with two added functions) and the validation library.

Building validated forms in core PHP or CodeIgniter using form validation libraries takes too long.

To build a form with the Form Validator and form libraries, you need to enter the same value in multiple places ‘n’ number of times; in the view, in the label, in the fields error message, in the field itself, again in the controller, in the model, and finally you need to setup the database schema to accept these values.

This repetition of code is tiresome.

FormIgniter is the simplest way to automatically generate MVC (Model, View and Controller) code as well as the SQL for the form designed on screen.

It also creates all the validation set on fields during form designing and populates warning/notification on user screen, purely a time saver!!

Thing to consider:

Often times you need to use AJAX, session or custom callback etc. As of today, FormIgniter does not support automation when you design the form. However with some effort you can mold the code manually and it can be made up & running.

We provide full support for CodeIgniter and FormIgniter services. Need some assistance?

Remote Support is more Convenient for Clients

Remote support allows a technician to support end user’s computer from a remote location. In this way, support engineer does not even need to come to your place or office to service your computer.

We at Telerain have been doing remote support for various clients. Why? It is more convenient and at the end, both end user and support will grasp the fundamentals of the desktop PC.

There are important lessons that I have learned from giving this type of support.  One of them is that, people just want to get their job done. Of course, being someone who gives a remote support you always wanted to help the end user and have the job done. You should also need patience as it is the only answer for everything to have it resolved. There are times you want to step away and call the end user to have things sorted out. The more details you gather, the better. This will trim down or isolate the issues client is encountering. More importantly, being a remote support, you must take notes because you will never know that problem might return or reoccur. As a remote support, it is always satisfying once you are able to fix the issue and help the end user and you also get a happy client. 

The Advantages of Ticketing Systems in Business

If the company doesn’t have a ticketing system they missing a valuable queue management system that can benefits the employees as well as the customer. Ticketing system that manage customer service efficiency and customer satisfaction. Learning the importance of ticketing system for customer service needs.

Ticketing system for a good customer service experience

Ticketing system are very important in any business area whether it is a medical, transportation and etc. Imagine a world with no ticket how would we properly arrange the line in airport, the line on paying bills in all government services. A ticketing system shortens customer perceived letting them and knowing that they are on queue. This creates a more relaxed atmosphere and an excellent overall customer service experience. The customer will feel confident that they will quickly receive the services that they want.

How does numbering system works?

When a client walks into a service area that didn’t hold any number and no designated waiting line he may feel hopeless and miserable .A numbering system organizes a waiting line so that customers reassured that their needs will be addressed in an efficient and timely manner. They won’t worry that others will cut ahead of them in line, and won’t feel discouraged from seeking customer service. Customers will get more efficient service, being fair and balanced system in place for managing the customer needs.

Ticketing system for IT Purpose

Most of the companies are using ticketing portal in their business.it serve as the basis of all concerns in Tech support. With a ticket management system there is no reason to worry if all concerns and issue was fixed on time. It’s obvious that a ticket management system is more efficient and convenient than sending an email. It is been archived and compile all the data on a specific system. Most systems deal with similar glitches and each resolved ticket is searchable. That means if similar ticket comes in, Tech team can pull up past issues and see how other tech solved the same issue. This will be more efficient and quicker to resolved same issues. This issue tracking strategy also allows the data from each ticket to be tracked for trends and other associated information.

Sale Tactics can Influence a Company’s Profit

There is no businessman that do not think of sales strategies and sale tactics as an important aspect in his/her business. It plays a vital role in the life of every industry.

As you put up a business, the first few things that you have to consider are:

Capital: Is it really sufficient enough to support the company before sales comes in?
People: Are the people that are hired knowledgeable enough to do the business?

Time: Time value is very important. It may be in a startup or in an existing business. Businessman counts how fast the return of investment is and how fast they can earn revenue from the market output.

Sale: Sales and time value goes hand in hand. A quick result of market output helps to decide the business continuity.

In a business world, Salesperson is defined as an individual who handles selling of the product or services. The success in sales is measured by the company’s profit and depends on how good a salesperson is in negotiation.

We can also consider Sales as a tool to get loyal client or customer when they sign a contract, pay the cost of services and also by the amount of products sold.

Sales increases revenue and increase in revenue is very crucial in order for the business to survive.
“Sales” refers to the number of units of product sold, “revenue” refers to the total amount of money that sales generated, and “income” refers to the profit from those sales.

The enterprise must be able to survive after paying the employees’ salaries and wages and other expenses without touching the capital invested in order to continue the business.

The volume of sales transaction determines a company’s profit. What will happen to a company if there is no revenue to compute? Sale tactics and techniques are necessary for every sales person and all employees should get involved in Sales to maximize the profit. Every employee testifying on how good are the company’s products could also attract the attention of the market.

Today’s Web Application Architectures

Server-side rendered

In server-side rendered applications, the vast majority of the application’s rationale dwells on the server, and stays there. The client fundamentally enters the URL, the request gets send to the server, which then creates the HTML containing the information and sends that back to the program which essentially renders it out. At the point when the client connects with the page, that demand gets again sent to the server, which thus creates another HTML page and serves it back to the program.

This is how the web has been designed, a perfectly valid model and what many pages still use today.

Client-side rendered

Advanced pages frequently require to work more like applications do on the desktop. Individuals interest for a greatly improved client encounter, more intelligence, quick moves amongst “pages” and even disconnected capacities. That is the place the alleged SPAs (Single Page Applications) become possibly the most important factor.

At the point when the client enters the URL, the web server reacts with a HTML page, additionally with an arrangement of assets (JavaScript documents and pictures) that make up our customer side application. The program gets that, heaps the JavaScript application and “boots it”. Presently it’s the occupation of that application to powerfully produce the UI (HTML) in view of the information, right from inside the program. After that happens, each new client activity doesn’t reload the whole site once more, but instead the information for that particular client association is send to the server (more often than not by utilizing the JSON organize) and the server thus reacts with the simply the measure of information asked for by the JavaScript customer, again utilizing JSON (regularly). The JavaScript application gets the information, parses it and progressively produces HTML code which is appeared to the client.

As should be obvious, the measure of information that is being traded is exceptionally advanced. In any case, a major drawback of such kind of uses is that the startup time is normally any longer. You may as of now have figured why: well, in light of the fact that the program doesn’t get the HTML code to appear, but instead a bundle of JavaScript documents that should be deciphered, and executed, and which thus then creates the last HTML to be appeared to the client.

Sales People are Oftentimes Good Problem Solvers

Having a skill in problem solving can help you in performing well in your career. You provide solutions to a client desire in external or internal issues. A support to someone needs answers.

Problem solving is a skills that sales people should to develop their career. Sales people provides

Solutions to their clients concerns influence what is the best solution to meet in times of chaos. The best Sales person has an ability to solve customer problems confident that they can answers and give a good solutions effectively delivers the answers quickly.

Basic steps in solving a problem:

• Define the problem – knowing the issues will deliver a good outcome. Be sure you are not dealing with the symptoms but the real cause of it.

• Generates alternative – in generating alternatives you should exercise a good decision making whether to go/ or no go.

• Evaluating/ Selecting Alternatives – in developing or selecting alternatives, we have to consider to find a new perspective. If there’s a need to asked opinion of others why not no matter how silly the answer is. Be open to any possibilities. Always consider clients suggestions.

• Implementing solutions – why solutions sometimes becomes ineffective even you are already developing answers to clients issues. It is because sometimes the provider neglect to consider the following:
• What will happened after
• Who and what will be affected later
• What resources are required
• Timescales
• Deliverables
• Risks
• Contingencies

            As far back as I can remember, I have enjoyed solving problems and that has certainly been of great assistance during my sales career. You see, creativity is problem solving. That’s the essence of successful selling. The foremost function of the mind is problem solving; we solve problems with our imagination, and imagination is a function of our creative ability. A creative salesperson is a problem-solver.

Telerain, Horizon Gateway Signs Direct Connectivity Agreement to Benefit Philippine Call Centers

Telerain Inc and Horizon Gateway have established direct connect in Telerain Inc United States Data center to provide their customers a better Voice services.

“Connecting Horizon with the same platform that hosts software application and voice provides more reliable and better voice to our Philippines-based customers that are connected to Horizon’s internet” commented Rajeev Agarwal, CEO of Telerain, Inc.  Establishing direct connectivity with Internet service providers in Philippines gives us edge to achieve better Qos, lowest network latency, low jitters, and best voice quality.

Varun Bansal, VP Sales for Horizon Gateway said, “With an effective partnership in place, Horizon customers will gain direct access to services hosted by Telerain data centers and vice-versa. We are confident that this agreement will redound to a better experience on VoIP services benefiting customers of both parties and the country as a whole”.

Horizon Gateway provides wide array of services in Philippines from high speed internet services, Domestic/International Private Leased Line and state of the art data centers in Tokyo, Japan and the Philippines to meet the ever-increasing complexity of the demands of its customers.

A Web Developer’s Journey With Angular2

In our previous post we already have an idea about its cool features and benefits. Like how it organizes our application into one single page. Knowing where this framework direction will go. That I fell in love with this framework.

I heard of it before and have a dream that I may become an Angular developer. I invested time of learning it not because it is trending. It is for a reason to never stop learning new things.

Until an exciting opportunity came and my Angular2 journey began.  I encountered terms like directives, provider and injection.  Mostly what I am coding along with the video tutorial and from Angular.io’s ‘Tour of Heroes’.

Learning Angular2 is like a spring and fall. Spring, when you overcome the challenge and a season of fall when you get stuck somewhere.  The spring season that turned my journey wonderful and the feeling it gives that you reached the goal.  But this will not ignite my excitement.  What is really the exciting part of this Angular2 Journey when you did not sweat at all?

It is a season of fall, where you will feel frustrated because you cannot find a solution.  I keep searching, asking myself or others, and thinking but it seemed that it didn’t.  Minor error of not including a component to the module, or missing closing tag or single quote to other errors that at first I am not aware of or not familiar on how to debug it.

I am taking this as my weaknesses though this will not stop me from not believing that it has a solution in some ways.  Three quotes from Martin Luther King’s surely inspire me to press on moving forward when all I can see is black shadow over towering me. One is 

‘Faith is taking the first step even when you can’t see the whole staircase,’

Two,

‘We must accept finite disappointment, but never lose infinite hope,’

And in my desperate trial

‘If you can’t fly then run, if you can’t run then walk, if you can’t walk then crawl, but whatever you do you have to keep moving forward’.

Learning from mistake and develop strategies or change the course of programmatically doing it and move on.

My Angular2 journey is still going and if this didn’t inspire you, maybe on my next post you can have a gist of what you are looking for, putting it into real world application.

Happy coding!

Tools to Optimize and Compress your Web Images

Before you upload your next web image or product picture — a logo, or banner image to your website, think about the quality and file size of the image. You do not want to make the mistake of uploading a generous file size.

Not optimizing web images properly results in extremely slow loading time. When you intend to publish your images online, you have to compromise the quality. In order to do so, a good balance between image quality and image file size will be needed when you save web images.

Here are 3 tools to optimize your images.

Tiny PNG

Tiny PNG is my go-to image optimization tool of choice. TinyPNG uses smart lossy compression techniques to reduce the file size of your PNG files. By selectively decreasing the number of colors in the image, you can bulk upload images with drag and drop (up to 20 at a time, 5 MB max each).

Results: 660 KB to 236 KB (minus 64%)

Compressor.io

Compressor.io is another one of my favorite image size optimization tools for one very good reason: It allows you to choose between lossy (picture quality reduction) and lossless (same picture quality) compression. Lossless compression, however, is limited to JPG and PNG images, and the file savings are also typically very small.

Still, the option is available should you want it, and it’s one that none of the other tools offer, save one. So if you often have to use both lossy and lossless compression then Compressor.io is probably the way to go.

It doesn’t allow you to bulk upload images, though, and the single file sizes are limited to 10 MB.

Results (lossy): 660 KB to 370 KB (minus 44%)

JPEG Optimizer

JPEG Optimizer does really well at decreasing file size, but unfortunately the compressed image’s quality is noticeably lower than the original. Furthermore, the interface only allows you to upload and compress one image at a time, which makes it unfeasible for bulk image compression.

Result: 644 KB to 16.7 KB (minus 97.4%)

How to Enable MongoDB Extension with XAMPP

Enabling MongoDB extension (library) for PHP is quite simple, and ready within few steps listed below.

Assuming, XAMPP running on your PC already, create a PHP page: info.php

<?php

// this command will check and tell if mongodb extension is already installed or not.

echo “mongo extension status :: “ . extension_loaded("mongo") ?"loaded\n" :"not loaded\n";

// this will print whole PHP install details (like version, architecture VC version etc)

phpinfo();

?>

Execute this info.php page on browser and search “mongo extension status” and see if value is “loaded” or “not loaded”.

If loaded, nothing else to follow, just make a test connection with Mongo server.

If not loaded, then follow these steps to install it.

1. Note down the values as highlighted below. 

System:-windows NT KAPIL-BUDHIRAJA 6.2 build 9200(Window 8 Professional Edition)i586

Build Date: Jun 22 201616:05:20

Compiler:-MSVC11 (Visual C++2012)

Architecture: x86

2. Open this site, https://s3.amazonaws.com/drivers.mongodb.org/php/index.html, and download the php_mongo_?.?.?.zip according to your php version.

In my case, I downloaded php_mongo-1.4.5.zip as my php version is 5.5.37

php< 5.5 è php_mongo-1.3.5.zip

php>= 5.5 and php< 6.0 è php_mongo-1.4.5.zip

php>= 6.0 è php_mongo-1.6.8.zip

3. Download the php_mongo-?.?.?.zip.
4. Unzip it.
5. You will see many files after extraction of zip. Here we need to pick a file based on PHP version + compiler version + architecture version, ex:

php_mongo-?.?.? – <PHP version> – <Compiler version> – <Architecture version> .dll

for my pc I picked this file :php_mongo-1.4.5-5.5-vc11-x86_64.dll

6. Copy this file and paste inside folder “C:\xampp\php\ext”.

7. After paste, rename the file as “php_mongo.dll”.

8. Open your php.ini file and ask php to load this module during initialization “extension=php_mongo.dll”

9. Restart Apache service.

10. Open your “info.php” page again on Browser and search “Mongo” as well as “mongo extension status”. You will see the module loaded already.

Querying MongoDB from Kamailio 4.4.4 on Ubuntu Server

In this blog, we will discuss the procedures in querying MongoDB collection and parse the JSON document returned, to use it laterthroughout Kamailio routes.

We make useof following Kamailio modules:

ndb_mongodb module for querying MongoDB

jansson moduleto parse the JSON document data

We have already installed the mongo-c-driver thatis a dependency for this module. If you have not installed, refer to ourprevious blog.

Load ndb_mongodb module and configure in your kamailioconfiguration

# under modules section in yourkamailio.cfg

loadmodule"ndb_mongodb.so"  #

Configure the mongodb server path inmodule parameters modparam("ndb_mongodb", "server", "name=apayaa;uri=mongodb://admin:password@localhost/database")

There are many functions provided by the ndb_mongodb module to queryMongoDB.

•          mongodb_cmd
•          mongodb_cmd_simple
•         mongodb_find
•          mongodb_find_one
•         mongodb_next
•          mongodb_free

You can refer to Documentation above for details on functions providedby the ndb_mongodb module.

Example on using mongodb_find_one function:

mongodb_find_one: This will query the database and return firstmatching response.

if(mongodb_find_one("server","database", "employee", "{ \"username\" :\"1001\" }", "response")) {

xlog("L_INFO","Employee Data from mongodb is \" $mongodb(response=>value)\" \n");

$var(jsondata) =$mongodb(response=>value);

}

 You will have the response JSON Data available in this container $mongodb(response=>value) and we assign to $var(jsondata) variable.

As we haveJSON data available, now we will parse the response document to get the values,using JANSSON module.

JANSSONmodule configuration

Install the Jansson library dependency

cd /usr/src/

# Download using GIT git clonehttps://github.com/akheron/jansson.git

# Compile JANSSON

cd /usr/src/jansson autoreconf -i

./configure && make &&make install

Load Janssonmodule and configure in your Kamailio configuration.

# under modules section in yourkamailio.cfg

loadmodule “jansson.so”

There are no module parameters available.There are many functions provided by the Jansson module to parse JSON documents.

•          jansson_get
•         jansson_set
•          jansson_append
•          jansson_array_size
•          jansson_get_field

You can refer to Documentation above for details on functions providedby the Jansson module.

Example on using jansson_get function:

jansson_get: Fetch the value at the provided ‘path’ fromthe json object and store it in result variable. This also supports dotdelimited notation to parse the json tree object.

eg. employee.contact.phone[0]

jansson_get("employee.contact.phone[0]",$var(jsondata), "$var(phonenumber)");

xlog("L_INFO","Employee Contact Phone number is $var(phonenumber)");

Now we have employee’s contact phone number in a variable, $var(phonenumber).We can use this anywhere in our script. Similarly we can fetch any data fromour JSON response document from mongodb.

The ndb_mongodb and Jansson modules are helpful when you need to fetch data in real time from mongodb and use it in your Kamailio routes.

The data fetching and parsing will be pretty fast, when using in-built modules rather than using external scripts.

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Spam refers to the usage of electronic communication systems in order to send out unwanted and repetitive advertising messages. The term "Spam" was derived from a Monty Python sketch from the 70's, wherein two customers tried to order breakfast from a menu that includes Spam in almost every dish. The canned luncheon meat is usually perceived as unlikable in certain countries, so the stereotypical appeal of the food was transferred to electronic spams by means of analogy.

The most common type of this modern-day nuisance is Email Spam also known as "Junk email", however, there are also other forms of media spamming such as: Instant Messaging, Newsgroup and Forum, Mobile Phone, Social Networking and Online Game Messaging Spams. The email addresses of the recipients are usually collected from customer lists, chat rooms, newsgroups or websites. Moreover, some computer viruses and bots (collection bots) are created to specifically harvest email addresses from computers and networks which are then sold to spammers. At present, receiving unsolicited messages like these are unavoidable, thus, being involved in deploying spam activities are considered illegal in the United States.

Most email spams have commercial or advertising messages and are usually sent out by spammers in bulk or through multiple posting. There are also instances, wherein the messages may contain links that are presumably from familiar websites, but will eventually lead you to a different site that hosts malwares or redirect you to phishing websites. In this regard, spam is definitely designed as a major online security risk especially in the workplace, where large volume of data may be compromised.

Company email and IP addresses are main targets of electronic spamming because the direct impact of unauthorized manipulation of sensitive and valuable information in these domains are much greater than the threat that commonly applies to regular individual email accounts. Business Email spams must be immediately identified, filtered and avoided because they always carry potentially dangerous content and malicious software. Practice internet safety at all times, not only in your office but also in your own home.so stay protected from Email Spam which is also known as "Junk email.

Visual Captcha: An Effective Alternative

CAPTCHA (Completely Automated Public test to tell Computers and Humans Apart) is a type of test that is commonly used in this age of modern computing in order to identify if the user is human or not. It is dependent on the user’s challenge-response. However, there are instances wherein text based captchas displayed vulnerability from machine attacks, thus, other forms of captchas were created by researchers.

The most popular alternative to text based captcha includes image recognition, which is also known as “Visual Captcha”. In this variation of computer initiated human validation, the user is presented with varied image options that he/she must correctly identify. Analysts pointed out that the task of recognizing objects are much more complex than typing simple texts, therefore visual captcha execution is much more reliable in withstanding machine learning-based attacks.

Some examples of Visual Captcha:

 

More and more businesses are now taking advantage of using Visual Captcha in their company websites because it promotes better customer engagement and highly-improved security. This type of captcha can be enhanced in many ways due to its flexibility in working with different frameworks and website environments.