Call Center Solutions

5 Ways Cloud-Based Computing Saves Time and Money

Dec 12 2017

A lot of people hear the words “cloud computing” and think the process is more difficult than it actually is to have your data backed up in the cloud. However, many people are opting not only to have cloud-based back up but entire cloud-based systems that they run their centers off of. This can save time, resources, and bring a lot of peace of mind to the entire process of where we save and keep our information. Here are five ways that... more

5 Campaign Ending Errors in Outsourcing

Dec 8 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

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

Measuring Success: Call Center Metrics

Jun 11 2015

There are many things that can be measured to track the success of a call center, but some things are more valuable than others. Here is a list of important call center metrics that you should evaluate in your company to improve not only efficiency, but also quality and outcomes.Measuring quality scores will allow you to be able to track your agents’ progress and sample their work. They provide a look at the overall satisfaction of the... more

How To Get More Clients for Your Call Center.

Jan 22 2014

22 / Jan / 2014

By Jordan Linford

The third party call center business is dog eat dog. There are several players, rising above the noise is very difficult. Believe me I know, having been on the marketing side of third party call centers for several years I have had to address these challenges head on. As I have advanced in my career I learned what it takes to rise above that... more

3 Ways To Improve Employee Engagement in 2014

Dec 10 2013

10 / Dec / 2013 By Josie Foster

“There was once an important job to be done and everybody was asked to do it. Everybody was sure somebody would do it. Anybody could have done it, but nobody did it. Somebody got angry about that because it was everybody's job. Everybody thought anybody could do it, but nobody realized that everybody wouldn't do it. It ended up that everybody blamed somebody when actually... more

Use Educated Customers to Your Advantage.

Nov 5 2013

05 / Nov / 2013

By Jordan Linford

Martin H Fisher, a German-born American physician and author, most famous for his teachings on the art and practice of medicine once said that “Knowledge is a process of piling up facts; wisdom lies in their simplification.” With the onslaught of information in our high-tech lives, customers have more... more

Managing Millennials in 2013

Feb 22 2013

22 / Feb / 2013

By Jordan Linford

Anyone who runs a call center is probably managing several millennials falling in the 18 to 25-year-old range. At Focus Services, over 70% of our call floors are dominated with millennials. Call floors already face the challenge of a high turnover ratios, but as the... more