Blog

Blog

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 and an affecting FCR 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 […]

Read more
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 For Positive Work Employees need to take vacations, sick days and family leave for important situations. When they are able to relax they are able to […]

Read more
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 […]

Read more
organized

Technology & Call Center Services Helps Stay Organized

When a small business tries to run a call center that sometimes run into difficulties. Your company may experience a low call volume or so many calls that your staff can’t complete other tasks. Combining call center services and new inbound technology can help your company obtain more leads and stay organized. Outsourcing Services For Organized Enterprises One of the concerns companies have about outsourcing is a lack of information & being more organized in this space. They want to make sure that their databases are kept up to date with the latest customer information. With the advancements in cloud technology, [...]
Read more