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innovative

Developing A More Innovative Inbound Call Center: 7 Tips

Sixty years ago Peter Drucker said that “the business enterprise has two – and only two functions: marketing and innovation”.  Not every CEO fully embraces it like Peter Drucker. In fact, innovation leaves many CEOs out in the cold. So while many businesses use marketing to create competitive advantage, fewer employ innovative ways to stand out as a differentiator. Companies that ignore innovation are placing themselves at great risk. Given how the marketplace has changed the last 10 years or so, companies that can’t innovate won’t survive the long-term. That’s the bad news. Here’s the good news: If your company doesn’t embrace innovation, it’s a chance for you to take on a leadership role. Spearheading a successful innovation project in […]

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affecting FCR

Five Factors Affecting FCR In Inbound Call Centers

Half of all customers with unresolved issues are at risk of leaving or have already decided to leave a company, according to a recent American Customer Satisfaction Index (ACSI) study. This finding underscores the importance of resolving customer issues on the first call. It also underscores the importance of First-Contact Resolution (FCR) as a metric. So if FCR isn’t among your key inbound call center KPIs, it should be. FCR is a powerful and valuable metric. It serves as a KPI for not only great customer experiences but also operational performance and efficiency. In addition, FCR supports customers’ desires to resolve issues immediately and it helps save money. Few KPIs impact a company more than FCR. But FRC is among […]

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positive work

Help Employees Create a Positive Work and Life Balance

Employees who are able to maintain a healthy work-life balance perform better and less likely to leave your company. Yet in recent surveys of 23 countries, the US came in dead last. The country also ranks low in the areas of relaxation time and high for hours worked per week. Here are some ways that you can beat the averages and offer your employees opportunities for a positive work life balance. Encourage Personal Time Employees need to take vacations, sick days and family leave for important situations. When they are able to relax they are able to focus on work when they return. And if employees stay home when they are sick your business can prevent the spread of illnesses […]

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effective strategy

SMB’s Need an Effective Strategy for Their Call Centers

When it comes to inbound call centers, balance is key. Placing your phone number everywhere will increase calls but will not help sales. If you remove your contact information from your marketing you will decrease calls but may not be able to improve revenue. If you combine the right tools with an effective strategy your company can decrease inbound call center costs and increase sales. Create Service Levels One effective strategy for inbound calls is to create different levels of service. A premium level customer calls will be handled immediately, a medium level handled even after normal business hours. A standard level would have calls handled in the order they are received. This will help your call center process incoming […]

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