Blog

Three Ways You Are Hurting Sales by Not Supporting a Multilingual Call Center Business

Jul 14 2017

In today’s growing global market, it is no wonder than so many different companies are choosing to outsource their customer service needs to provide a bigger global footprint for their product. When a company outsources, they are immediately able to give their product the support and devotion required to be fully realized by people all over the world. Some people choose to keep their products specifically set in the language they... more

5 Campaign Ending Errors in Outsourcing

Jun 30 2017

Outsourcing is an integral process in the global economy that can enrich the growth and services of a company greatly. Outsourcing offers so many benefits that companies sometimes find themselves jumping into the process with little to no education. These errors can be potentially fatal to a call center campaign and end up putting the company who is set on outsourcing out when it comes to their product, time and money. In this blog, we will... more

Three Ways You Are Stifling Agent Growth

Jun 23 2017

The job of a call center agent is often a thankless endeavor. This is exacerbated by the constant demands of the customers that call and expect perfect customer service at all times. It can be frustrating when agents don’t meet their metrics or are having a bad day when it comes to their relationship with customers on the phones. There are ways to handle these problems effectively and with minimum down time, and there are ways that can... more

Building an Effective Call Center Culture

Jun 16 2017

In last week’s blog we discussed the benefits of a strong call center culture. In this week’s blog we will discuss what steps leadership can take to build an effective and tight-knit call center culture. There are many small steps that management can take in order to make employees feel welcome in the work environment. From work events to a comfortable environment, the details are nearly endless of what a director of culture can do to ensure... more

The Benefits of a Strong Call Center Culture

Jun 9 2017

Of all the things one can do to help attrition rates in call center management, managing the culture and atmosphere is among the most important. Through an engaging culture, call center managers are able to show their current workforce that they are valued and that the workspace is a place not only that they earn a paycheck, but where they can engage with a company and the people around them. There are many wide-ranging benefits to having a... more

Managing a Millennial Workforce

Jun 7 2017

The call center world is ever evolving and changing when it comes to technology, methodology, and of course, the work force. In this blog we will discuss the workforce in more detail, particularly the millennial workforce which dominates the bulk of call center employee numbers. This generation poses more challenges than any of the generations before it. Not only does the work space need to compete with the advancement of technology and an ever... more

Combating Employee Attrition in the Modern Call Center Work Environment

May 19 2017

The modern call center campaign is faced with many challenges that can make the prospect of starting a new campaign daunting. One aspect that is especially difficult to deal with, is the sometimes uncontrollable aspect of employee attrition. Employee attrition is defined as losing staff unexpectedly and having to replace that staff to resume normal productivity for that campaign. Attrition is one of those aspects... more

5 ways to save $276,000 in Call Center Costs

Jul 25 2016

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In golf, the slightest degree of change can mean huge differences between the outcomes. Professionals make painstaking efforts to consider the slightest changes when it comes to fine tuning their game. For the rest of us casual players, we hit a general acceptable level of play and don’t progress much beyond that, we just don’t have the time or knowledge to do it.

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Best Practices for Agent Training

Feb 22 2016

In this weeks blog post we will discuss best practices in agent training. There are many theories and beliefs on how to best train contact center agents. Continue reading to learn just a few of the better techniques.

The first tip to improve your training process should go without say but we will briefly mention it anyways. If you feel that your training processes are perfect or that there isn’t much room for... more

Why Training Should be Called Culture Building

Feb 15 2016

Training is obviously the most important step for any newly hired employee. Training can set the whole stage for how productive and efficient an employee will be from day one. Company culture is established through actions and it is important for a new employee to see a positive example of company culture on day one. Many times we believe the initial formal training is where the majority of training takes place... more