Call Center Industry News and Tips
Handle High Call Volume By Changing Agent Tactics
By Christine M Harrell
Managers use real time call center metrics to adjust staffing and keep the work flowing. Agents use the same data to adjust their call handling by using different techniques depending on how high the volume is. [Read more...]
10 Steps to Improving First Contact Resolution (FCR)
By Rob McDougall
There are ten steps that will provide a powerful First Contact Resolution (FCR) plan that will give you the information and tools needed to improve the performance if your assisted service channels. [Read more...]
Using Metrics To Motivate Call Center Agents
By Christine M Harrell
The latest generation of call center software allows organizations to monitor agent and department performance at a level that would have been impossible ten or twenty years ago.
Tips for Effective Employee Attendance Management
by Mona Sarkar
Late attendance by employees completely hampers their daily work schedule. A late arrival leads to extra time to settle down then some more time to start work leading to an overall reduction in work productivity.
[Read more...]
What Order-Taking Answering Services Can Do for Your Business
By Deborah C Campbell
In any service-oriented business, order-taking is one of the most important functions. It is highly essential that every incoming call from a client or customer is being responded without delay and that orders are confirmed a hundred percent at all times.
[Read more...]
Call Center Services and Telephone Answering Services Are the Future of Business
By Brian J. Greenberg
Automated phone systems have become so annoying and unreliable that many of the top businesses in America are going back to call center services and telephone answering services.
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How to Improve Service Quality in a Call Center
By Jason D Porter
I just had a very negative personal experience as a customer using the chat support of a major company that shall remain nameless. I'm keeping them nameless because of business etiquette.
[Read more...]
Successful Cold Calling Scripts: Hint – You Need More Than Words
By Leslie J Buterin
There are cold calling scripts available for free. There are cold calling scripts available for a fee. You can read those scripts word for word or absorb the words and speak from memory. Yet still the results you want seem to be just out of reach.
[Read more...]
We Need Assertiveness to Deliver Exceptional Customer Service
By Bina Feldman
Customer Service Representatives (CSRs) exist in all industries, companies and professions. Some are lawyers, some are advertising executives, some are editors, and some work in call centers. What they have in common is the need to manage their internal and external "customers" with exceptional customer service.
[Read more...]
Tips on How To Effectively Outsource Your Customer Service
By Leah Gundran Raymundo
For many years now, companies that need access to skills and resources but do not have the capital to invest usually outsource their business to other companies whether within the same country or overseas.
The Help Outsourced Telemarketing Can Provide for Advertising Companies
By Belinda R Summers
For all I know, as long as there is business, advertising will live till eternity. Almost all companies, starters and the veterans, are depending heavily in advertising in order to market goods and services.
Little Things That Annoy Your Colleagues
By Matt Hallaran
Working the night shift is hard enough as it is. The life in a call center in a BPO company, the clients that you constantly need to please, and the virtual boss whose products you need to cover are all part of your daily routine.
