Call Center Consulting
By Navdeep Chandel
So you want to improve your call center's key performance indicators (KPI): first call resolution (FCR), customer satisfaction (Csat) and employee satisfaction (Esat).
The Stress of Call Center Life and Its Solutions
October 26, 2010 By 1 Comment
The Stress of Call Center Life and Its Solutions
By Ella Greens
The hip and cool life of call centers attracts many but to pursuit this life of happiness and handsome salary, aspiring applicants forget the flip side of contact centre jobs which is full of stress because of looming targets and workload and frustration to struck balance between personal and professional lives. As a result- seeking resort to smoke and alcohol which anyways, is not recommended at all.
Call Center Management Tips for Remote Agents
October 25, 2010 By Leave a Comment
As the web provides progressive alternatives to business management methods, more call centers move further away from the traditional brick-and-mortar way of doing business. The Internet allows for endless amounts of data storage and software access virtually anywhere in the world and as a result, call centers can easily employ home based call center agents.
Call Center Management
October 13, 2010 By 1 Comment
Call Center Management
By Justin J Mower
I have held almost every job available in a call center environment. By far the most challenging and rewarding came when I became the supervisor at my current company for a call center of 8 people including myself.
Offshore Outsourcing – A New Look
September 25, 2010 By Leave a Comment
Offshore Outsourcing – A New Look
By Brayden Jason
An offshore outsourcing call center is an extremely economical solution for companies in developed nations. Companies can outsource certain tasks such as lead generation, customer service, help desk support and advice to reputable call center outsourcing providers. Offshore outsourcing firms can effectively handle both inbound and outbound calls for parent companies.
Value of Assessment Tools in Call Center Operations
September 23, 2010 By 1 Comment
Value of Assessment Tools in Call Center Operations
By Ella Greens
The quality and pace of Call Center Operations are dominated and threatened by two visible hindrances which are agent turnover and agent productivity. The reasons for such challenges in a call center are poor handling of the resources and lack of skills for specific job positions.
Looking at Cost-Per-Call in Call Center Companies
September 19, 2010 By Leave a Comment
Looking at Cost-Per-Call in Call Center Companies
By Sam Miller
Cost per call is one of the most usual and most important performance metric when looking at and evaluating performance of call center operations. That is because in all businesses, of course, expenses would be among the most crucial factors to look at when computing profits.
Call centers are no different from traditional businesses in that sense. That is because call centers must also first and foremost give ample consideration to the costs incurred when making calls to customers so that comparison with actual revenues can be made.
Some Answering Service Don’ts
September 17, 2010 By 1 Comment
Some Answering Service Don'ts
By Ivana Lewis
The answering service department of every call center remains in focus. Clients keep a close tab on how the inbound call center agents are receiving and processing a call. They are careful about the incoming calls and customer service. Modern business finds itself in grossly shaky territory if they are not providing with proper answering service facilities.
Pros and Cons of Strict BPO Monitoring
August 21, 2010 By Leave a Comment
Pros and Cons of Strict BPO Monitoring
By Ivana Lewis
Some BPO experts may say that stringent BPO monitoring is something essential and makes a lot of difference in the performance of the call center. Others would beg to differ. They believe that strict observations make the telemarketing agents conscious of what they are doing and that stops them from performing to the best of their ability.
Customer Management – Way to Call Centre Success
July 29, 2010 By 1 Comment
Customer Management – Way to Call Centre Success
By Jems Hug
The main function of the call centre is to provide customer care services in order to fulfill the need of customer acquisition for their clients' businesses. This practice has become very frequent, thereby leading to the growth of innumerable BPO firms that are running a rat race. Every firm tries to surpass each other's performances by offering effective customer support solutions.
Interaction is necessary for developing any kind of relationship and that is what the call centre employees are paid to do. But one can deliver good work only when one is satisfied with the company where one is working. The same is applicable for the BPO employees who are required to work at a stretch.
Where Lies the Significance of Setting Up a Call Center
July 23, 2010 By 1 Comment
Where Lies the Significance of Setting Up a Call Center
By Jems Hug
Today, most business markets and sectors are experiencing an unprecedented growth. With the ever growing variety of the offered services and products, it stands essential that the company should be setting in pace with the changing market scenario and technology. It's an obvious fact that with your business growth the flood of the inquiry calls will also tend to increase.
Hence, it becomes extremely difficult as well as mandatory to ensure that all business calls need to be handled in the right manner. This is the place where the real test of the company comes forth and the requirement of deploying the call center services also stand essential.
Customer Relationship Management in Call Centers
July 23, 2010 By 1 Comment
Customer Relationship Management in Call Centers
By Ivana Lewis
Customer relationship management is an important aspect for making or maintaining healthy relationship with the customers. Without it, the service providers won't be able to function properly.
Customer relationship management or CRM is basically referred to the process much in use by the inbound call centers of today. It's a strategy for managing the interaction of a company with its customers. Nowadays, technologies are being used to coordinate the various business processes mainly sales, customer service, technical support and marketing. The main purpose of using CRM is to attract new customers and also to lure the former customers to stay in the fold.
