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Call Center Costs

Strategies that Will Lower Inbound Call Center Costs

Human resources is often one of the most expensive and inefficient departments for a new business. The cost incurred to find, train and develop employees is high and when they are coupled with low retention small businesses can’t survive. If you want to lower inbound call center costs you may want to develop these important leadership strategies. Create A Calm Environment The energy within a call center is intense and often stressful. Management needs to help create a calm and efficient environment. Emergencies happen and there are times when an urgent matter can affect the entire floor. If your company creates a team of experienced personnel to help handle crisis situation then your center can feel confident and serene. Know […]

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stats

Companies Blinded by the Stats

Growth hacking is a term that started in Silicon Valley and spread like wildfire through the rest of the business world. As with all new terms, however, both the definition and practice of growth hacking has changed drastically. Some companies are so engrossed with the numbers that they blinded by the stats. When you are shopping for vendor companies make sure you understand what the numbers mean. Evolution Of  A Term There are some businesses that believe growth hacking means that a company is using lean strategies to improve the growth of their business while lowering costs. This is only part of the concept. It was originally coined to explain how startups used online marketing strategies to help grow their […]

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trust

Building A Culture Of Trust In An Inbound Call Center

Do your call agents trust you? Chances are they don’t. Workers instinctively mistrust managers until they prove otherwise. It may not be fair. It may not be right. But it’s a fact of life. This is bad news for you and for your company. Unless you gain your people’s trust, their performance will suffer. Instead, they’ll react to your directives with distraction, fear, and paralysis. But you’ll never know it. Often, workers hide their mistrust inside “business” behaviors. They’ll sandbag on quotas, hedge stretch goals, and avoid accountability and commitment. Building A Culture Of Trust In Your Company These behaviors hurt corporate performance. What’s worse, they hurt customer service and customer satisfaction and retention. So you need to build trust […]

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5 Secrets To Providing Awesome Customer Experiences

Do you provide awesome customer experiences to your customers? A recent survey shows that 33% of consumers think that today’s businesses pay less attention to providing good service than in the past. What’s more, only 7% say that the customer service they’ve received typically exceeds their expectation. These numbers aren’t just disappointing they’re disheartening—especially if you manage an inbound call center. Call centers are the frontlines of customer service. They often determine consumers’ impressions of your customer service. This in turn affects customer satisfaction and customer loyalty. But the numbers above represent something else. They represent a golden opportunity to increase competitiveness, and boost sales and profits. All you have to do is provide customer service that exceeds expectations. Two […]

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