Call Center Industry News and Tips
Effective Telemarketing: Rejecting Rejection
The fear of rejection is linked to almost any profession and job designation, most especially when it comes to telemarketing. This most frequently happens when people keep ideas and suggestions to themselves because the fear that their ideas won't get accepted. This is very true when it comes to telemarketers because the fear of the sale being rejected is very much alive in their systems.
Breaking the Barriers of Customer Service Support
By Belinda R Summers
When some states loosened their trade laws, globalization spread like wildfire. Multinational companies expand their investments to foreign countries. Employment skyrocketed and so were the infrastructures, technology and inflation. Global market has created a great evolution in the import and export business.
The Great Rewards Of Having An Order-Taking Service
By Belinda R Summers
Order-taking is a vital business function. More orders mean more income. If you own a business, you know very well that missing an order is not an option. It is important for you to make sure that all customer calls are answered promptly and orders are taken and processed accurately all the time.
First Call Resolution and Call Center Improvement
By Navdeep Chandel
Improving first call resolution has been shown to improve other traditional contact center metrics such as customer satisfaction, employee satisfaction, increase selling opportunities and reduce operating costs.
Call Center Outsourcing and Off Shoring Services in the 21st Century
By Brayden Jason
Virtually every nation and almost all business owners are offshore outsourcing a part of their work functions. For instance, a lot of businesses choose to outsource their call center instead of running one in-house.
How To Manage Home-Based Call Center Agents Using Call Center Metrics And More
Advances in information technology have made it feasible to supplement call center staff with home-based employees. However this has opened up a new range of challenges when it comes to managing remote staff. Adopting the right attitude and employing the latest tools for call center metrics make managing remote employees just as easy as managing in-house staff.
Communication In The Workplace – A Manager's Responsibility
By Dr. Diane Hoffmann
Some years ago, I worked for a company as a contract person, where the weirdest communication manager I ever came across performed. This senior manager who was responsible for marketing and communication never said good morning first or initiated any kind of communication. She didn't know anything about me when I first started and had no interest in finding out. Communication in the workplace is first a manager's responsibility.
The Offshore-Onshore BPO Model
By Ivana Lewis
The BPO model that we all know about is fast changing its form and content.
Traditionally, business process outsourcing work would be outsourced to an offshore destination because it saved costs and clients couldn't afford to spend much on these non-core business works. However, these days, clients are not entirely relying on the offshore model. In fact, if you go by the data thrown up by the independent studies, you will come to know that about 60% of the work is done onshore.
Three Call Center Management Mistakes
By Jeremy P Stanfords
The latest generation of call center software can easily generate page after page of analytical reports. Armed with these call center reports, managers set out to turn their departments into lean, efficient operations. Unfortunately three common reactions to these reports can devastate operations, making things worse rather than better.
Top Ten Telephone Basics
By Shep Hyken
This article is not just for the front line people who deal directly with customers. All of this information is applicable to everyone, from a receptionist to a warehouse manager to a CEO. Having good telephone skills helps build stronger relationships with everyone! Whether the call is incoming or outbound, the following can be applied to virtually every call.
Since this topic comes up year after year, I decided to rerun an article from December 2009 on the topic.
Bah Humbug! Should Christmas Be Celebrated in the Workplace?
Santa Claus is coming to town…or is he?
With the holidays approaching, businesses should be mindful that millions of Americans and likely some of their own employees do not celebrate or acknowledge Christmas.
Motivation and Employee Engagement
By John Hertel
Motivation and employee engagement are perennial business concerns. There are more articles and news stories about increasing drops in performance and the costs of under-performing particularly in our current financial uncertainty. Part of this must have to do with employees settling into the reality of "more work for less people" and is a shift from the fear of having no job. I see it showing up in changing behaviors of some employees and in bottom line measurements where the limited resources create "creep" in the time it takes to complete tasks and projects.
