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Misunderstanding of Technology = Increased Call Center Costs

Customer resource management requires the ability to obtain and maintain customer relationships. With the necessary hardware upgrade requirements, the challenges of dealing with multi-channel access and rapidly changing technology one misstep can lead to expensive repercussions. In-house and call center services costs need to be viewed in perspective of effective technological strategies. Misplaced Blame If your call center isn’t producing forecasted results or costs are shooting up, it may not be the fault of management or your employees. Often the issue is with outdated technology or the inability of personnel to access the necessary information. If your company invests in the right hardware, cloud technology and proper training, your call center would be able to improve its efficiency. If you […]

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Star Employee

6 Steps to Hire Star Employee for Your Call Center

When you are seeking to create a top call center, you need the right star employee. Interviewing candidates for open agent positions can be difficult. If you use these six steps, however, you will be able to find star employee for your call center. Keyword Screening The right agents will know and use call center buzzwords. This will help you sort through the hundreds of applications you will receive when you post an open position. When you have narrowed the applicants down to a more reasonable number, you can then go through the applications individually to find other key indicators that a candidate is a call center superstar. Personalized Cover Letters Another sign that a candidate may have the qualities […]

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Call Center Myths

Inbound Call Center Myths Hurt Your Rates Per Customer

Did you know that the four top customer service myths are hurting your inbound call center myths per customer? If you want to be able to increase profits and decrease costs in 2015, you need to stop believing in these customer service misconceptions. 4 Top Call Center Myths Call Center Myths 1 : Fewer Calls Mean More Money Companies often think that if their customer service department is receiving few calls they are making more money. The belief is that the decreased volume means less cost per call and that sales will increase due to customer satisfaction. The truth is that fewer calls to your inbound call center myths may indicate your business is losing money. One reason for this […]

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Call Center Secrets

Growth Hacking Call Center Secrets

Do you want to know a way to increase your return on investment and expand your business? Encourage your customers to complain more. These are call center secrets. When you increase the number of people who contact your call center with complaints, you can increase repurchase rates, revenue and decrease customer churn. Satisfaction Is Necessary In order for your company to be successful, you need to satisfy your customer. That is number one call center secrets.  However, it is impossible for you to satisfy your customer if you don’t realize there is a problem. But when two-thirds of your customers don’t complain when they have an issue, how can you improve customer satisfaction? That means you have to do what […]

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