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Employee engagement tactics you can use to retain your call center agents

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You may recall that the outsourcing industry has an employee turnover issues. These issues stem from various factors which may include internal or personal factors. The image of the industry as an “electronic sweatshop” only makes it worse. To alleviate this problem, your bilingual call center must develop strategies to improve its employee engagement tactics. Continue Reading

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Should your call center agents go ‘unscripted?’

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In call centers, scripts guide agents in assisting customers, laying out what action should be taken when it comes to a specific problem, and supposedly guarantees high quality customer service. But it doesn’t account for what will happen if a customer suddenly “goes off-script.” When that happens, your customer support team must be empowered to improvise a solution. Continue Reading

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Napping at work may improve call center agents’ productivity

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Customer service jobs come with high levels of stress made worse by shifting schedules. Contact centers usually operate 24/7 to cater to international markets. Because of these, agents might not get enough sleep and rest after their shift ends and during their rest days. Continue Reading

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Can your call center handle the holiday rush?

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Every business needs to optimize its call center strategy to be able to accommodate the increasing number of queries from customers, especially during the holidays. Call center agents should expect the highest volume of calls around this time of the year as consumers are doing more shopping. Continue Reading

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5 Tips for coaching contact center agents effectively

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One of the important tasks of contact center team leaders is to coach agents. While this indeed helps guide agents in their progress as effective customer support providers, some are simply uncomfortable with it. They immediately associate it with being reprimanded for their subpar performance. Continue Reading

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4 Ways to identify your top customer service issues

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Being able to anticipate customer issues will allow you to respond to queries and complaints more effectively. So instead of just surviving whatever crises that comes your way, knowing the most common problems your customers raise will allow you to plan ahead. Continue Reading

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7 Actionable tips for a friendly customer service

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Call center agents who deliver great service have one thing in common: they’re genuinely friendly to customers. Their sincerity lets them view the customers as the sole focus of their job and that allows them to appreciate the fact that they’ve chosen their brand above all the others. This kind of attitude is the foundation of a service that persuades customers to return for more purchases. Continue Reading

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5 Signs your call center agents can handle multiple channels

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Multichannel customer service is perhaps one of the biggest buzzwords ever since several smart devices have become mainstream. Every company aims to succeed as a multichannel service provider, and while this is favorable to customers, there are also several risks in doing so. Continue Reading

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Ways to provide good customer service during the holidays

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The holidays are important times of the year that contact centers need to gear up for. During these times, sudden spikes in calls commonly are to be expected, mostly from customers calling in to make last-minute purchases or inquiries and concerns about the products they’ve already bought. At the same time, the holidays can be quite challenging for contact centers, as their employees will most likely be on a constant battle for utmost productivity against the generally festive and vacation vibe this season brings. Continue Reading

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5 Daily tasks of every successful contact center team leader

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As the head of a contact center team, one of your responsibilities is to keep your agents well motivated to hit the targets set by the company and its clients. Here, your leadership skills and the team management strategies that you implement both affect how you achieve your team’s set goals. Continue Reading

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