AI Voice Agent vs Human Agent: Which Calls Go Where?
AI voice agent vs human agent compared: what each does well, which calls need a person, and the human-first setup where AI…
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Tag: Contact centre
OSP Guidelines for Call Centres in India: What Changed
DoT's revised OSP guidelines removed registration and allowed work from home. What changed in 2020 and 2021 and what call centres must…
TRAI Rules for Business Calls: TCCCPR, DND, 140 and 1600 Series
A plain guide to TRAI rules for business calls in India: TCCCPR, the DND register, DLT registration, 140 series for promotions and…
Call Centre Headsets: How to Choose the Right One for Agents
How to choose call centre headsets: USB vs 3.5 mm vs wireless, mono vs stereo, noise-cancelling microphones, comfort, home agents and a…
Complaint Management Process: Steps, TAT and Tracking
A seven-step complaint management process for call centres: logging, reference numbers, owners, TAT by category, WhatsApp complaints, closure and reports.
Phone Etiquette for Customer Service: Rules and Sample Phrases
Phone etiquette rules for customer service teams: greeting, listening, hold and transfer etiquette, handling angry callers and closing calls, with phrases.
Escalation Matrix: How to Build One for Your Call Centre
What an escalation matrix is, functional vs hierarchical escalation, an example L1 to L5 template with time limits, and how to track…
Car Dealership Call Centre: Sales, Service and Spares Calls
Set up a dealership call centre: separate queues for sales, service and spares, auto callback for missed buyers, lead forms, WhatsApp service…
AI Voice Agent Guardrails: Scope, Knowledge, Tools and Handover
The guardrails every AI voice agent needs before it takes real calls: a narrow scope, a controlled knowledge base, safe tools, handover…
Multilingual IVR: Serve Callers in Hindi and Regional Languages
How to set up a multilingual IVR: choose languages, design the language menu, build one menu per language, route to language queues…