Crisis Management and Call Centers Before the coronavirus pandemic, 69% of surveyed company leaders had experienced some corporate crisis, averaging one a year. Since then, 95% of company leaders can admit that their crisis preparedness needs improvement. Those with a well-thought-out emergency response plan in place can quickly respond to unexpected disruptions and stabilize operations, bouncing…
Benefits of Call Center Services for Small Businesses Some believe that the only way for small businesses to ensure exceptional customer service is with an in-house call center. Those that outsource to us-based call centers will tell you otherwise. The fact is, in-house call center services for small businesses can be convenient if you…
Call Center Metrics You Should Know If you’re shopping for a call center to help your business, you should have a good understanding of some basic call center metrics. First Call Resolution Let’s start this list of call center metrics with an essential one. The first call resolution rate is critical and goes a long…
Setting Effective Call Center Goals Call center goals are vital to day-to-day operations. They give representatives something to strive for, continuously pushing them to be better. If you haven’t mapped out your call center goals for the year, we recommend doing so as soon as possible. While these goals are important, we understand the trials…
HOW HOLIDAYS AFFECT CALL CENTERS HOW HOLIDAYS AFFECT CALL CENTERS The holidays are a hectic time of year. Businesses and customers both find themselves a bit over their heads in parts of November and December, mainly because of the pressure and time restraints associated with the holiday season. With the holiday shoppoing season ever expanding…
QUICK TIPS FOR CUSTOMER SERVICE TRAINING Quality customer service, like most other industries, starts with proper training. When a call center implements superior training programs, they can really see through metrics just how well the company benefits. When new employees are onboarded, it’s important for them to be trained for a number of situations in order…
Big Data: What It Is and How to Use It The call center and customer service industries are filled with buzzwords. Omnichannel, upselling, wrap time, and first call resolution all command a large amount of attention. However, big data seems to be taking much of the focus lately. What is Big Data? Around 2001, Gartner defined it as…
How to Quickly and Professionally Resolve Customer Issues If you’ve ever worked in customer service, you know complaints and issues are inevitable. It doesn’t matter how good of a day you’re having, you will eventually pick up the phone with a disgruntled customer on the other end. It’s not so much an occupational hazard, but…
Call Center Training: Best Practices The call center industry is one with a quick turnaround. Call centers are constantly hiring new representatives, and those new hires require training. So what’s the best way to get these newly hired representatives acclimated to the customer service environment? Present What’s Expected Before a representative is even hired, it…