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Quality Monitoring System

Top 6 Pitfalls When Implementing A Quality Monitoring System

Is your quality monitoring system doing what you want? Is it delivering the insights you expect and need? If you said no, then it’s time to make a change. It’s time to either upgrade your existing system or implement a new one. And you need to do it now—before more things fall through the cracks. Having a good monitoring system for an inbound call center is crucial to boosting agent performance. It helps increase coaching time, highlights critical service failures, and tells you if you’re rewarding the right behaviors. It also produces significant cost savings, boosts agent engagement, and increases customer satisfaction—all while improving the consistency and quality of customer interactions. Of course, implementing or upgrading a quality monitoring system […]

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Organizational Relationships

How To Build Organizational Relationships

Employee engagement is the lifeblood of successful Organizational Relationships. If you disagree, these two stats may help convince you: Research shows that employees with the highest level of commitment perform 20% better than those with an average level of commitment. Employees with the highest levels of commitment are also 87% less likely to leave the organization. Happy, productive workers also boost customer satisfaction and sales revenues—especially if they work in an inbound call center or provide help desk or technical support. But engagement hinges on the quality of an employee’s workplace relationships. Put simply, the better the workers’ organizational relationships, the higher their engagement. The higher their engagement, the more productive they are. Increased productivity generally translates to higher revenues […]

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Call Center Innovation

3 Stages Of Inbound Call Center Innovation

How much do you spend on inbound call center technology? You probably spend more than you think. Many SMBs spend a lot. The question is: Is your investment paying off? Does it improve customer service? How about customer satisfaction? Is call center innovation on your list? According to this study, investing in advanced call center technology: Reduces average queue time from 12% to 43% Improves calls per hour per agent 6% to 18% Increases satisfaction among callers from 39% to 66% More important, the study says, advanced technology improves both customer satisfaction and financial performance. That’s a powerful one-two punch—one many SMBs would like to have. If the findings are accurate, advanced technology is among the best ways to improve […]

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Contract Negotiation

10 Things To Know Before Contract Negotiation

Measuring the ROI isn’t rocket science. But it can be telling—especially if you’re outsourcing inbound call center services. Often, the benefits greatly exceed the money invested—making it well worth the effort for many SMBs. Call center technology is one reason why the ROI is often above average. Call center technology has radically changed call center operations, helping to improve customer satisfaction, reduce costs, and boost performance. What hasn’t changed over the years is negotiating a contract. Negotiating your way through this maze is a challenge—even if you have good negotiating skills. It also helps if you have your house in order. Below are 10 things you should know before contract negotiation starts: 1. Strengths and weaknesses of existing approach Know […]

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