As the call center vendor manager, you have a company’s success balanced on your shoulders. While the business has its share of risks, you want to make sure to minimize those risks as much as possible. After all, not only is the business at stake but so is your reputation. Here are five practices that …
Today’s economy is vastly different from that of the past, and it requires an increased attention to building and maintaining meaningful and mutually beneficial relationships. Not only do you need to build relationships with your customer base, but you should also make every effort to create strong relationships with your vendors. Here are a few …
If you run a call center, your main focus is probably on efficiency at all costs. Of course, call centers rely on efficiency to gain the best results, but you might be surprised by how to attain a high level of efficiency from employees. Improve Employee Morale Call centers are notorious for producing unhappy employees, …
Enhance Call Center Productivity With HR Involvement Read More »
During a call center interaction between a representative and customer, a third participant sometimes monitors the call to ensure quality. This is called call calibration, and it is a very effective way to ensure that the quality of your customer service remains high. Businesses score the quality of the call using the call quality guidelines …
Is Your Call Calibration Integrated to QA Scoring and Coaching? Read More »
There are a lot of misconceptions when it comes to call centers and how people perceive them. They don’t often realize how drastically call centers have changed over the years. Thanks to constant advancements in technology, call centers are transforming the way they do business and deal with customers. Here are three common myths associated …
Your call center is the first point of contact customers have with your company, and your customers will form an opinion of you based on the quality of your call center team. Therefore, the importance of maintaining the highest standards of call center quality assurance cannot be overemphasized. The goal of every call center should …
If your Call Center already maintains an effective Quality Assurance (QA) program you have a leg up on other companies who do not invest in this resource. The best programs act not only as independent auditors of agent behaviors, they also provide valuable insight into the ‘how to’ of program or center improvement, including valuable …
Implementing Quality Assurance Controls for Call Center Projects Read More »
Call center managers are charged with a tough job, because supporting customers means constant revision to your process, so you move with their needs and deliver consistent quality. Understanding how your various KPI measurements work together to give you an idea about the balance of your services is an important first step to achieving success …
How to Use Call Center Performance Metrics to Achieve Success Read More »
Excellent customer service stems from a variety of components, such as a well-performing contact center. While smoothly operating call centers utilize specific elements that drive top-notch performance, few contact centers reach this level of service. With growing customer demands, businesses need to rethink which features empower successful customer service experiences. Identifying and Meeting Customer Needs …
One of the biggest ways a company can increase sales is by focusing on their contact center QA. Call center and BPO quality assurance are some of the top factors in determining a business’ level of success. Etech Global Services can help you find the best solution to address your call center quality analytics. When …
3 Call Center QA Best Practices to Try Right Now Read More »
Any opportunity to improve call center operations is worth taking. Call monitoring and scorecards top the list. Call monitoring is a feature that allows you to listen in to a live call and track what matters most to the call center. The scorecard is a call scoring evaluation form that keeps track of agent’s performance. …
The Impact of Call Monitoring and Score Cards in the Call Center Read More »
Call center environments are constantly changing with the trends, just like any other business in this century. To keep up with the trends and meet customers where they are you need to embrace practical strategies. To start, consider who you are, where you want to go, your capacity and your customers’ profile. To integrate means …
Is Your Call Center Ready to Adopt Integrated Customer Engagement? Read More »
A call center boasts a large number of employees given the nature of its operations, 24 hours, 7 days a week. Customers need actual assistance day and night, and an agent is always present to provide the service. Other than hiring the vast number of agents, the managers need to schedule their working hours, have …
Call centers handle thousands of customer calls every day and offering quality service is paramount to customer satisfaction.
Call center vendor relationship management is no doubt an important function of your company, especially if you outsource your call center services. The call center is your business partner because go between you and your customers. When the assigned agents to your products and services offer exceptional service, it reflects well on your brand. If …
To satisfy the connected customer, you need to interact with them through their preferred mode of communication. Some customers want to reach out via phone, email, live chat or social media. Whichever channel they contact you on, you need to be present lest you lose them. A multi-channel communication goes beyond the traditional hotline to …
5 Challenges in Deploying a Multi-channel Call Center Read More »
I am an avid believer of excellent leadership skills in the call center. As a leader, people not only judge you by your training and expertise but also by how well you handle others and yourself. This means you have to work on your leadership style diligently. One way to ensure that you stay top …
“What makes a great agent?” This is a key question that every leader in the contact center asks. They understand that with great agents serving customers, all stakeholders will be happy and satisfied. Many aspects make an agent great, and I believe being a great communicator tops the list. In essence, we can talk about …
Many people know that turnover among agents in the call centers are high, but most leaders don’t know how to prevent it nor do they know what type of incentives have the most influence over agent’s performance. There are many books written on ideas how to change this in the call center I have read …
What are the best incentives Call Center Managers can offer Agents? Read More »
Just like phone support, live chat support staff needs high-quality call center agents training in order to handle a wide range of situations and perform effective services to resolve customer issues. Here are some vital components to training for live chat agents. Starting a Chat Your opening line should not be too short, nor should …
Vital Components to Quality Call Center Agent Training Read More »
