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call center mistakes

7 Biggest Call Center Mistakes That Need Attention

Have you implemented a CRM strategy yet? No? Its one of the biggest call center mistakes. Put it at the top of your To Do list. Customer relationship management is among the hottest call center trends around. That’s because it can turn a cost center into a profit center. And that’s driving more and more managers to implement CRM. CRM has numerous benefits. Its biggest benefit might be that it can help you turn ordinary contacts into life long customers—the secret to thriving in today’s hotly contested environments. But many companies that switch to CRM waste its potential. That’s because they fall prey to common call center  mistakes when implementing the strategy. One classic mistake is failing to integrate CRM […]

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Call Center Attrition

4 Ways To Minimize The Costs Of Call Center Attrition

Looking for ways to drive business growth? Reduce the call center attrition rate of your inbound call center.  It’s a business strategy you may be overlooking. Attrition is a leading indictor of your call center’s health. It tells you not only how effectively your inbound call center is run, but also how likely it is to deliver consistent customer experiences. Delivering consistent customer experiences is key. It drives up customer satisfaction and boosts customer retention. These in turn increase business growth. Put simply, cutting attrition can help transform your call center from a cost center to a profit center. Call Center Attrition & Impact On Costs Call Center Attrition impacts your business in two ways. It cuts costs and boosts revenues. Costs […]

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FCR Rate

7 Technologies That Impact FCR Rate Positively

Want to boost your company’s bottom line? — Invest in inbound call center technologies that directly impacts FCR rate. That’s the conclusion drawn from a recent study by Benchmark Portal. This in-depth study shows a statistical link between technology maturity and key performance metrics. Sponsored by Cisco, the recent research report indicates that investing in advanced call center technology boosts the bottom line significantly. The report also indicates that investments in new call center technologies frequently pay for themselves within a year. More important, the report indicates that well-chosen purchases of new call center technology optimize company value. These are three powerful reasons to invest in inbound call center technology. So if you’re call center’s performance isn’t up to speed, […]

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conflict in the workplace

Follow 8 Types of Conflict In The Workplace

Conflict in the workplace  is painful. There’s no getting around it. It’s also a reality in every organization. Like change, it’s inevitable and it can dramatically impact your inbound call center’s morale and productivity. But it doesn’t have to negatively impact your call center. A lot depends on how long you tolerate a conflict before addressing it. Minor arguments between call agents aren’t big deals. Often, they resolve themselves quickly. Get involved in these types of conflicts at your peril. Major conflicts are different stories. You must address them right away—especially if it involves several co-workers. That’s what effective leaders do. Major conflicts can negatively impact morale and productivity as well as customer satisfaction and customer retention. And that can cost […]

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