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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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Focus on your customers to improve the customer experience

talking young call center agent
While it seems like a complicated buzzword, customer centricity isn’t as perplexing as it sounds. With the changes in buyer’s preferences, it’s now hailed by many as a better sales-generating approach than most product-centric strategies. What it does is actually more than that. Continue Reading

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The reality of high employee turnover in call centers

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Call centers suffer from notoriously high turnover rates. It’s a reality that many business process outsourcing (BPO) companies have been facing for years. Continue Reading

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5 Tips for creating a customer-centric call center

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Recall that customer centricity is focused on the first word—the customer. It emphasizes that the focus should be on caring for the consumers, not just on generating sales. This helps in attracting new customers and retaining repeat ones. By implementing a “customer first” approach, you ensure customer satisfaction and offer an enjoyable customer experience. And a lot of companies can also became successful because of it. 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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6 Tips to deliver a superb customer experience

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Brands aim to deliver excellent customer support to solve clients’ issues and help them make the most out of their purchases. When call center agents resolve problems quickly, they can keep customers happy. But how can you ensure that your team not only addresses issues but also enriches the customer experience? Continue Reading

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The 4 biggest call center trends you should embrace

diverse call center team answering customer service calls
Advanced technologies are changing the way brands and consumers connect with each other. Aside from improving the quality of customer support, these innovations increase companies’ productivity and efficiency. Continue Reading

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5 Time-consuming call center processes to get rid of

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Have you ever wondered why you can’t manage all your call center’s tasks even if your team keeps working long hours? It may be because you’re not carrying out your internal processes in smart ways. 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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Evaluating the customer experience using NPS and CSAT

call center manager assisting customer service agent
As the old management adage goes, “You can’t manage what you don’t measure.” This saying still holds true for today’s organizations, particularly those who seek to improve their services. That’s why it’s important for every brand to gather customer feedback and analyze them. Doing so would let you gain a clear view of what your market thinks about your products and services. Continue Reading

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