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Call Center Motivation

7 Best Kept Secrets For Driving Inbound Call Center Motivation

What are best ways for call center motivation? Are your inbound call center agents motivated? Apathetic workers cost companies billions annually. In the United States an apathetic worker cost his or her company $4,621 annually in lost revenue in 2014. Altogether, apathetic workers cost U.S. companies over $550 billion dollars in revenue last year. Motivated employees, on the other hand, are productive employees. They’re also happy employees. And happy employees create happy customers. That boosts revenue, increases market share, and generates tons of free word-of-mouth advertising. But Call Center Motivation is easier said than done. Five Drivers Of Call Center Motivation Motivating agents these days takes hard work and good planning. But first need to assess the attitude of your […]

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Value Leakage

Stop Value Leakage In Call Center Contracts

Call centers are the front lines of businesses. They drive customer satisfaction. That’s why organizations that deploy call center activities have to get the most value from their service provider contracts. But doing that is a major challenge. In fact, studies indicate that you can lose anywhere from 40% to 70% of the value of a contract over its life. That’s a big value leakage from a contract as important as this. So if you’re leaking value from your contact, you need to plug the leaks now. Fortunately, strategies exist to help you do that cost-effectively. Doing so provides a huge return on investment. Forms of  Value Leakage Several forms of value leakage exist. They all eat away at a […]

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Everyone can be a leader

In Your Inbound Call Center, Everyone Can Be a Leader

Leaders are born not made. While it isn’t possible to teach people how to be a leader, it is possible to create an environment that nourishes the leadership qualities in your employees. By creating the right atmosphere within your inbound call center, everyone can be a leader. An Army of One A few years ago, the US armed forces tried to reinvent its image. It came up with the slogan “An Army of One”. It was meant to foster individuality and responsibility instead of an image of a mindless group of soldiers following orders. The phrase “I was just following orders” would no longer be an acceptable excuse for a soldier to commit a questionable act in the field. Individuality […]

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rapport

Help Your Call Center Reps Build Rapport With Customers

When you have a call center, establishing a rapport with your customers is important. Whether your agents are selling a service, offering tech support or handling a customer service issue, a rapport helps improve the level of satisfaction and assures the customer the company values their patronage. If you offshore your call center processes, you can help them establish a rapport with your market. Life Doesn’t Follow A Script Scripts act as guidelines for call center agents, but people can’t follow the script as though it was written in stone. If your partner company doesn’t let its employees veer off the scripts then they will not be able to handle customer issues properly. Individuals who call in will be able […]

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