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The reality of high employee turnover in call centers

worried call center agent with resignation box office things
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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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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4 IVR system customization tips for better customer experience

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Every contact center commonly has interactive voice response (IVR) systems set up to handle and route incoming calls. Since it provides callers with their initial interaction with a brand’s customer support services, IVR systems can set the tone of the entire customer experience. As such, optimizing its settings for smooth and efficient call routing should always be a priority. Continue Reading

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