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 […]



Advantages of Strengthening Workplace Culture in Contact Centers

Contact Centers

In our advocacy towards providing nothing by the best customer support to our clients, we continuously maintain an outstanding degree of quality service for our customers. One of the main reasons why we are able to do such is because of the strong and positive workplace culture that we hold in our company. If you […]



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 […]



How to Provide Feedback to Your Sales Agents Without Irritating Them

salesagent

Providing constructive feedback to your sales agents is vital towards their success within your company. That is why, regardless of how many times you give them feedback, you need to make sure that the message is delivered in a constructive way. Otherwise, you’d only irritate them which can easily lead to the decline of their […]



5 Clever Ways to Establish Your Sales Goals

salesgoals

When it comes to setting sales goals for your team, the message can sometimes get monotonous.  When this happens, your team could be tuning you out, which will cause them to lose motivation over time.  Lost motivation will result in suboptimal performance.  The best and smart way to avoid this is to mix up your […]



How to Help Your Team Cope with the Negativity When Working on Toxic Accounts

Working on Toxic Accounts

Your team’s performance hit rock bottom. You’re not meeting quotas, the negative feedback that you’ve been getting from your customers are off the roof, and your team as a whole is starting to breakdown because everyone is overwhelmed. You then say to yourself, “working on a toxic account is really frustrating…” I don’t blame you. […]



The Advantages of Call Backs in Delivering Excellent Customer Service

Advantages of Call Backs

There are a plethora of problems that you can encounter when receiving calls from your customers. However, as a customer service provider, one of the worst things that you can do is to place your customers on hold for such a long period of time, that they’ll end up hanging up. The good news is, […]



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. […]



Applying Team Dynamics in the Workplace

Team_Dynamics_1

The call center industry has blown out to such a  massive scale. The manpower alone in this sector started with a headcount of 1500 during the year 2000 and drastically increased to 60,000 in the year of 2005, according to Alava’s study. Given these figures, the industry must strive to maintain cohesiveness and unity within the […]



How Excessive Performance Monitoring Can Suck the Life Out of Your Agents

Performance_monitoring

The quality of performance monitoring done to contact centre agents isn’t something that should be compromised, let alone neglected. Without the proper monitoring in place, the quality of the support provided by contact centres are bound to decline. That being said, not only should performance monitoring be given emphasis, it should be considered as a […]