Call Center Strategies

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

Three Tips To Improve Attrition Rates in 2014.

Jan 14 2014

14 / Jan / 2014 By Josie Foster

Sometimes the obvious answer to a problem or issue isn’t always the correct resolution. Some years ago I had a conversation with some employees from our call floors during a focus group to improve our attrition rates, I discovered a few insights into why, as a company, we were struggling with attrition. I suppose that as I began the conversation I expected to hear the obvious... more

Is Outsourcing Good for Your Company?

Sep 13 2012

13 / Sept / 2012

by Robin Villariza

Most companies find global outsourcing as beneficial to the international market. Global outsourcing assists in the creation of newer international markets, global citizenship, and the recognition of global talent and in a wider scope, helps in the economic development of all participating... more