Call centre chat support is the most common customer service provided by the call centre or BPO sector that offers assistance to their customers by using mapping applications or through the online chatbot. Chat support allows the call centre customers to receive an instant response from the company without having to talk on the phone at their convenience. Chat support is being delivered by live agents or through artificial intelligence, that not only provides traditional customer service but also delivers enhanced services such as voice or email.

Companies that provide chat support through live agents, their customers can get the real response along with human connection and empathy which helps in providing a stronger connection between the agent and the customer. While those call centres that provide chat support through chatbot, help in providing a 24/7 service to their customers in resolving their issues at any time of the day or night.

It has been observed that chat support to customers through live agents generates about 73% of satisfaction as compared to 44% and 61% satisfaction on the phone and email respectively and nowadays, customers mostly prefer call centre or the BPO which provides them with the live chat support.
Reasons why customers prefer chat support instead of a phone call-

● It connects the customer with an agent instantly- as there is no need to dial the number and wait for the call to get connected and will get a chance to talk to the agent.
● It allows customers to carry out multi-tasking- most of the customers like chat support as it provides this greatest benefit. Even if one has to wait for some time, the customer can do some other work in the meantime.
● Waiting time is negligible- through chat support, the customer will get an instant response from the agent and they don't have to wait for hours on their end for their queries to be answered.
● It saves customer time- as the agent responds to the customer query instantly and resolved their issues, hence it saves a lot of time both for the customer and the call centre thereby helping in increasing the productivity in the same amount of time.
● Chat support builds long-term relationships- as it takes a few minutes to respond to the customer, thereby providing a better customer experience and building a long-lasting relationship between the call centre and the customer.
Hence to sum up, in this digital world, chat support plays an important role in enhancing the call centre business and in providing customer satisfaction and hence turning out to be beneficial for both the customer and the BPO sector.

The call center is one such place that provides direct communication between the customer and the agency for resolving the problems highlighted by the customer. Mostly call center works through scripts to provide the desired information and help to resolve the issues.
So, the call center script is a well-formulated paper that helps the people working in a call center to better communicate with customers by reducing errors and providing solutions for various issues. Hence, the script will act as a roadmap for the agent to provide the customer with the solutions approved by the company.
How to utilize the call center script for best practice –

1. Read, read and re-read your scripts- mostly customers and clients do not like scripted information. So, whenever the agent is communicating with the client or resolving any issue through the call center or BPO, it should look natural. Hence, the agent should read the script carefully and understand it from the client's point of view so that script should sound positive and should not be disappointing.
2. Plan for every eventuality- the script should be such that it should be able to respond to every type of call the agent is getting in a call center or BPO. There should be different lines for different scripts so that the agent can understand and consider what to say to the customer.
3. Don't overcomplicate things- as said script should be fully prepared but it should not be complicated, lengthy, and difficult to understand for the agent.
4. Put yourself in your client’s shoes- the script should be such that it provides all the answers needed by the customer and should turn out to be helpful to them. The agent should understand the client and his/her needs and the reason for the call.
5. Handling the basics- the agent should be able to understand the client inside-out while communicating with them and this cannot be done if the script is not basic. So, whenever communicating with the client address them with their names and make them feel belonged.
6. Create a clear call-to-action - agent communication with the client should be such that every time the customer calls it should feel more personal and belonged and it should look like an adventure to them.
7. Know what not to script – the agent should always need to know their opening and closing lines and what not to say.
   Writing scripts for call center is always a difficult task but if written carefully, simplifying all the points and understood thoroughly by the agent can turn out to be a good asset for the company and in satisfying the client.

Accounts receivable signifies the amount of money that the customer owes to the company. These can be considered as the online credits that a customer spent and will later be obliged to return. It is one of the crucial domains to enhance customer satisfaction. The whole process of accounts receivable can be explained into following steps;
• The first step is to set credit practices that are taken under the AR process of the customer. Providing too much extension to the credit can create issues later at the time of repayment. That’s why the company needs to make sure that there is a maximum credit score limit. Implementing a credit rating system will also help in looking into the credit score of the customer before providing them with the borrowing opportunity. Anyone with a bad credit score will not be eligible for this offering.
• Next comes invoicing. This step requires a lot of communication. This surrounds your relationship with your customers. An invoice is a statement declaring the foxed numbers to your customers. Invoices summarise the products and their selling units to the customer.
• After that, the process of tracking the accounts receivable comes. For repayment, this step is very crucial. This step involves all the payment or due payment receipts to ensure the timely processing of the credits. Unpaid payments receive accounts receivable ledger under this step. Various software like QuickBooks is used for tracking the accounts receivable. Such software generates a report which notifies about due invoices and the amount of payment. There are also other options to track your accounts receivable like specific tracking templates. You can create such spreadsheets in Microsoft Excel.
• The last step is accounting. Accounts receivables make an important part of the financial statement. This makes it crucial that you add them correctly in the financial statements. For this purpose, you will need to make sure that your accounts receivables and invoices have been tallied and added to the statements. You can do accounting either by cash-basis or by accrual-basis.
40% of small businesses notified that their enhancing their customer services played a great part in enhancing their revenue. Accounts receivable is one of those steps which enhance customer satisfaction. For faster recovery of your accounts receivable, you can take various steps like applying late charges, rewards for early payment, forming credit policies, etc. Managing accounts receivable is crucial for maintaining the fund flow also.

Telesales and telemarketing are quite similar yet quite distinctive from each other. Telesales is the art of selling goods to people by communicating through phones. It is pursuing people to buy a certain product by telling them about the product through a phone call. The people are considered as potential customers who can buy the product or the service.
The call representative in this becomes a salesman. He or she needs to have strong communication skills along with strong pursuing skills. For telesales, communications and sales both need to have a strong impact on a person. The tone of the communication is maintained to be informative, persuasive, and advisory. The call representative or the telesales men or women needs to be friendly and supportive.
Telemarketing on the other hand is solely based on increasing the reach of the product. However, it also considers converting more sales but it is the secondary motive on a fundamental level. Telemarketing focuses on building leads while telesales is focused on building sales. Telesales in call centers is an old concept.
In telemarketing, the agent does not necessarily create sales. But he or she focuses on creating new opportunities for sales. It can indirect as well as direct.
Concept of telemarketing
As discussed above, it is about creating opportunities rather than creating sales. Telemarketers try to increase their brand reach and visibility through phone calls. Various organizations have separate call centers for the same purpose. The concept of telemarketing works on a few main criteria which are;
• The main focus of telemarketing is to create interest in the brand. This can be done by specifying the profitable characteristics or by mentioning the problem-solving aspects of the product or service.
• Next is one of the very crucial steps which is recognizing the leads for sales. Leads and sales can be two different entities if considered in different scenarios. That’s why it is worth mentioning that telemarketing creates leads while telesales creates sales.
• Next is extracting information from the current customers regarding the new trends. Any trend or hotspot wave can affect the product in various ways. So marketing also considers detecting the changes in the current market space of the brand. Telemarketing comes as an amazing tool for this purpose.
• Last but not least is extracting customer feedback. Along with it, providing new information to the people is also included in it.

Insurance companies continue to face intense pressure to improve performance, increase profitability, deliver superior customer service, and increase shareholder returns. In recent years, Business Process Management (BPM) has emerged as a proven technology that helps insurers meet these business objectives and gain competitive advantage. Following are some of the key advantages delivered by BPM for insurance companies.
Benefits

1. Improve profitability & lower expense ratios : Process automation leads to significant cost savings due to reduction in manual effort, elimination of unnecessary tasks, and so an overall increase in operational efficiencies. BPM deployed on an enterprise-wide scale helps companies increase profits and improve their business performance, thus making them potential candidates for better financial ratings.
2. Improve customer service and agent management: BPM allows insurance companies to automate flow of information, notifications, and alerts with agents and customers, thus allowing better and more up-to-date access to information. BPM speeds up processes, reduces lag time, and ensures that tasks do not fall through the cracks.
3. Deliver superior underwriting results: BPM makes it possible for insurance companies to standardize on a common underwriting process. Each division can use different rules but access the common process, thus allowing for better control and monitoring. Underwriting personnel can concentrate on knowledge-based functions of their roles and return better results
4. Increase productivity: BPM enables seamless integration of workflow tasks with back-end systems, thus removing the need for mundane tasks such as manual reconciliation, visual data verification, and typing-based data entry. Process automation and integration also improves the agents’ productivity, giving them another reason to align with a carrier besides price or increased commissions.
5. Create system and process flexibility and agility: BPM allows companies to respond quickly to changes in business demand, new opportunities, and regulatory requirements
6. Create process transparency and integrity: BPM starts with the documentation and formalization of business tasks and rules, thus reducing dependence on a few, key employees. Key business rules or decisions can be made consistent and repetitive by specifying them in the processes, thus enforcing policies and procedures. For publicly traded companies, this is a key control mandated by the Sarbanes-Oxley legislation.
7. Enable continuous process improvement: BPM allows processes and rules to be optimized because they can be monitored and refined, thus leading to improvement in competitive advantage. This is not possible when processes are manual
8. Align IT execution with business strategy: BPM helps create a partnership between business and IT. Business users, analysts, and IT staff can work collaboratively to define requirements and implement processes that are critical to the business success. IT becomes more responsive to business needs by deploying and changing processes very rapidly, while facilitating a Service Oriented Architecture (SOA) approach to enterprise IT.

As businesses expand their market overseas, the need for a reliable and competent outsourcing partner is essential in the path of their growth. From customer care support to data entry services, the BPM companies have become the lifeline of every company irrespective of their sizes. However, the demand for outsourcing has been immensely increased over the decade that led to the growth of a multitude of BPO service providers. With the variety of options available for BPO agencies, it is crucial to choose the right service provider for the company.
For a company to thrive in the global market, it should maintain a smooth and manageable workflow for its completion of essential tasks. The main point that needs to be focused on is a better utilization of resources. The solution lies in delegating the back-office functions to a service provider that is pro in these tasks. One of the biggest benefits of hiring a BPO is that a company can streamline various office functions at a time. Outsourcing is way better than appointing an in-house team for conducting these tasks. It is not only time-consuming but also huge capital investment is incurred in the process. Hence, it is very important to research beforehand while choosing a BPO service provider for a company.

1. Experience
   It is very essential to choose a firm that comes with a hefty experience. An experienced BPO service provider will have domain expertise and the knowledge to deal with challenging situations in the business processes like data entry and other business functions. The experience of the firm also helps them to provide a competitive edge in the market over other companies that offer similar services.
2. Security
   Data security is the most vital aspect to consider while selecting a BPO partner. While outsourcing, a company shares much sensitive information with the third-party service provider. Hence, it is very important to check whether the company has top-notch security policies like a non-disclosure agreement, strict service level agreement, etc. The companies must ensure that the outsourcing agency must have the latest cybersecurity devices that measure data security.
3. Strength of the Firm
   One of the important reasons for consideration while choosing a BPO service provider is the availability of skilled resources. The outsourcing firm should have qualified professionals for delivering the work on time. Always check the resources before selecting any firm for outsourcing.
4. Technology
   The intervention of the latest technology is proven to improve the efficiency and productivity of the BPO service provider. Make sure that if the firm is not using the latest technologies but the technologies must be relevant to the business process they are working on. A BPO company can be more successful when its integrated approach will work holistically in its every office function.
5. Scalability
   A scalable BPO service provider is important in terms of facilities and resource strength. In the lean season, scalability is important to cater the desired products to the clients without increasing the different overheads to the business. Every company should choose a scalable outsourcing partner while expecting a better commitment towards the outsourced business activities.
6. Infrastructure
   A good infrastructure is indeed an essential factor for a BPO service provider for setting up their exclusive teams and the equipment. Infrastructure like high-speed internet, phone connectivity, hardware, software, etc. is required for the smooth operations of their workflow. The importance of infrastructure is directly related to the smooth delivery of BPO services.
7. Quality Assurance
   Quality assurance is the most important aspect that needs to be considered while selecting a BPO service provider for a company. Quality of data shared by the companies is essential as companies rely on the data for many critical decision-making processes. Hence, the outsourcing company needs to follow strict quality assurance while strictly adhering to data breach policies.