Category: Call Center

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Star Employee

6 Steps to Hire Star Employee for Your Call Center

When you are seeking to create a top call center, you need the right star employee. Interviewing candidates for open agent positions can be difficult. If you use these six steps, however, you will be able to find star employee for your call center. Keyword Screening The right agents will know and use call center buzzwords. This will help you sort through the hundreds of applications you will receive when you post an open position. When you have narrowed the applicants down to a more reasonable number, you can then go through the applications individually to find other key indicators […]

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Call Center Myths

Inbound Call Center Myths Hurt Your Rates Per Customer

Did you know that the four top customer service myths are hurting your inbound call center myths per customer? If you want to be able to increase profits and decrease costs in 2015, you need to stop believing in these customer service misconceptions. 4 Top Call Center Myths Call Center Myths 1: Fewer Calls Mean More Money Companies often think that if their customer service department is receiving fewer calls they are making more money. The belief is that the decreased volume means less cost per call and that sales will increase due to customer satisfaction. The truth is that […]

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Call Center Secrets

Growth Hacking Call Center Secrets

Do you want to know a way to increase your return on investment and expand your business? Encourage your customers to complain more. These are call center secrets. When you increase the number of people who contact your call center with complaints, you can increase repurchase rates, revenue and decrease customer churn. Satisfaction Is Necessary In order for your company to be successful, you need to satisfy your customer. That is number one call center secrets.  However, it is impossible for you to satisfy your customer if you don’t realize there is a problem. But when two-thirds of your customers […]

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cyber crime

Reducing Cyber Crime In Your Inbound Call Center: 5 Best Practices

Cyber crime is on the rise. Is the data in your inbound call center secure? It better be. And if hackers breech your system, it can cost your company a pretty penny. Consider these findings from the Ponemon Institute: $7.6 million per year is the mean annualized cost of cyber crimes for organizations $1,607 is the per capita cost of security breeches for SMBs 60% of companies were notified by an external entity about a breech 229 is the mean number of days hackers were on systems in 2013 before discovery 44% of observed phishing emails were IT related, often […]

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