Call Center Industry News and Tips
Top 13 Call Centre Agent Interview Questions
By Louanne B
When preparing to go for your call centre agent interview, it is wise to go over some of the most common interview questions that the employer or interviewer may ask. Rehearse the questions and answers in your mind to be better prepared for the interview.
The Importance Of A Live Operator For Your Business
By Deborah C Campbell
In customer service support, live operators have the primary responsibility of providing quick if not complete solutions to customer concerns. They are the same people who receive inquiries, process them, and supply the right answers.
Call Center Etiquette Training
By Preston Mane
A call center is like any other business in the sense that it measures its efficiency the way traditional businesses measure theirs. Generally, efficiency measures involve comparison of cost against revenues.
9 Best Practices For Coaching Your Call Center Agents
By Preston Mane
The call record method is, in my opinion, one of the best approaches to coaching agent phone calls and ensuring quality. Here's a 9-step plan for effectively coaching call center agent phone calls:
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When Faced With an Abusive Customer
By Hazel Rabor
As a call center agent, you handle calls from customers with all types of personalities. Each has different ways of presenting complaints but all have the same purpose in contacting you: To have their issue resolved.
Call Center Training: The Principles Behind It
By Lucile Taylor
As much as the establishment of call centers and the number of call center agents increase, the need for call center trainings for better customer service and for better image of the company is the primary concern of most of the call centers elsewhere. As we all know, for a person to perform his tasks successfully, he must undergo trainings for the enhancement of his skills and abilities.
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Own a Call Center? Know What Must Be Evaluated
By Alex Carlson
All call center managers must keep an eye on their call center company and try to find out if work is being delivered efficiently. Call center companies have to function in the right manner so that the efforts of the representatives show the positive results and help the clients enjoy the taste of success in business.
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Factors To Beat The Agent Churn In A Call Center
By Jems Hug
Agent churn is something which is common in the call centers these days. Now agent churn creates a lot of annoyance. Most studies show that the average call center agents lasts close to 6 months or so while these service centers include an average of about 40 percent of the annual rate of turnover.
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Training Call Center Agents
The task of training the agents is not easy but covering the following topics for modules will serve as a guide:
First of all, all call-center processes and metrics need to be aligned with the company's business goals. It is the trainer's task to ensure that the trainees understand these goals well and how all procedures apply to such goals.
Call Center Training Programs
By Mj Ces
This article will give you a general idea of what to expect with the training programs offered in call centers for an incoming employees.
Usually call centers give these training programs to prepare their employees for the job that they will do whether they will be taking calls or work in support groups. However, this article will focus more on the training programs that a new hire call center agent needs to go through before they hit the floor and take calls.
How To Hire Better Call Center Agents – Every Time!
By David Filwood
Reduce Turnover o Raise Productivity o Lower Absenteeism
A typical Call Center employs 3 Different Types of Call Center Agents:
Virtual Call Agent – Rendering Quality Service Through Its Various Features
By Hemank Sharma
A contact center solution is needed in order to set up a virtual help desk. This solution center usually comes in varied sizes and one can adopt one considering the type and the size of the business that one is trying to set up. It is well equipped in order to provide quality service to its clients.
