Read Between the Lines: Understanding Your Caller’s Behavior

Understanding your caller’s behavior

Dealing with frustrated customers over the phone day in and day out can be unpleasant and emotionally-taxing to many call center agents. Even so, a call center organization should make it a point to remind its employees to treat irate customers with patience and courtesy. Why? Because the company stands to lose a significant amount […]



5 Tips to Maintain Call Quality and Consistency

Maintain call quality

Because call center agents represent business entities, it is crucial for them to act with unparalleled professionalism. They need to be courteous, empathetic, and they should always be willing to help their callers every.single.time. (And that’s just half of it, by the way.) With how the call center industry has no shortage of career advancement […]



Call Center Tracking: Why BPOs Should Track Their Results

call-center-tracking

Call monitoring and call scoring are excellent practices call center managers can use to increase quality control. These methods are useful because of the qualitative and quantitative results that prove valuable to optimal practices in call centers. If you own a small business with a call center and are unsure about tracking results, the following […]



A Small Business’ Guide to Choosing The Best CRM

BestCRM

Maintaining healthy relationships with clients is necessary for any businesses to grow. Startups nowadays are starting to integrate customer relationship management (CRM) software into their operations to achieve efficient communication. Choosing the best CRM requires small businesses to consider the following factors. 1. Reasonable price model CRM software has different features hence they vary in […]



Reward Your Top Performing Call Center Agents Using These Tips

qualification-692088

Giving a plaque of appreciation may be the traditional way of rewarding a top –  performing employee. Well, that’s so in the past now. There are other ways to celebrate and appreciate your team’s hard work, and motivate them to continue producing great results. Organize a team pizza/karaoke party A day or a night of eating […]



Improve Working Conditions by Following the 3 C’s of Work/Life Balance

Improve Working Conditions

Because there are tons of things that you need to finish at work, you end up sacrificing your weekend or your day offs just to get things done. As a results, you end up missing out on events like your son’s championship league, movie night with friends or a moment of reprieve from all the stress. […]



Why Smart IVR Design Choices are a Must for Contact Centres

IVR Design

Most consumers are accustomed to dealing with automated systems when placing a call to a contact or help center. And because the public has become more savvy as to the ins and outs of dealing with these systems, they also have less patience with poorly-designed or implemented systems. Any business owner knows that the importance […]



Red Flags to Look For When Hiring a Call Centre

Hiring a Call Centre

Looking for red flags before hiring a call centre isn’t just a good idea, it’s common sense. Considering how doing business with a low performing call centre can cost you thousands if not millions of dollars, you’ll be doing yourself and your business associates a favor by doing extensive screening before hiring a call centre. […]



3 Most Effective Guidelines When Coaching Call Centre Agents

Coaching Call Centre Agents

Intensive coaching and training are very important to make sure that an outbound and inbound call centre agent’s work is of top quality. When clients outsource to a Philippine call centre, the performance of the agents are assessed and strengthened through coaching and training for lesser errors or none at all. Administer consistent feedback to […]



Types of Quality Assurance Procedures in Call Centres

Quality Assurance Procedures

Philippine contact centres monitor performance with (QA) quality assurance procedures assessments. The methods are practiced to make sure that the services are of top quality. QA differ from company to company, accounts or even agent expertise level. However, assuring quality is necessary for all types of transactions no matter what type they are. Although there […]