Employee attrition is quite common in the call center industry. When you’re on the receiving end of customer complaints about hours on end, the job has a way of taking its toll on you. Of course, this is just a worst-case scenario. Being a call center agent has its share of challenges, but not many […]
Latest BPO Trends that You Need to Know
Today’s customers are very different from the ones in previous decades. They are more empowered, connected, and informed about the products that they buy and possess. Hence, their taste and needs have changed significantly, shaping the way they demand from companies that they choose to patronize. Therefore, the challenge for BPO companies is to only […]
How to Grow Brand Loyalty Through Customer Support
Your customers can get easily enticed with great products and services particularly when they are smartly packaged and marketed. However, what will make them stay loyal to your brand is when they receive consistently excellent customer support. When you have fans of your company, you get free advertising from their referral to their friends and […]
4 Tips to Keep Agents from Cheating the Call Center Workflows
Your call center workflows are the scaffolding upon which your organization is built. For one thing, they make up your entire operation as they cover everything from the call flow to the processes. They are created to produce consistency, drive productivity, and cultivate efficiency in delivering quality customer service. In addition, they are the templates […]
3 Reasons Why Emotional Intelligence is Important in Call Centers
Emotional intelligence is defined as the skill of discerning your feelings and that of others, and using emotional cues to guide your own behavior, thoughts, and decisions. For business-owners who are running a call center, having emotional intelligence is important. For one thing, you are dealing with many people day in and day out. You […]
Call Center Tracking: Why BPOs Should Track Their Results
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 […]
Making Your Quarterly Sales Review? These Questions Might Help
Your quarterly sales reviews (QSR) are essential in helping you as a business owner examine your business’ performance and identify its many successes and misses. The process is useful in giving you the information necessary to aid your business in reprioritizing the challenges and opportunities it faces and helps you to create a plan to […]
The ABC’s of Establishing a Virtual Call Center
According to a study by Forrester, by 2016, around 63 million Americans will be working from home as telecommuters. This gives us a clear idea of how crucial it is for a company to have a solid customer support team to help them with their customer service needs. If you’re looking to your own virtual […]
Improve Working Conditions by Following the 3 C’s of Work/Life Balance
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. […]
Qualities that Customers Expect from Call Centre Outsourcing Agents
Customer support is very important to businesses who want to reach out to customers easily at any time. Live chat support, manned phone hotline numbers and even social media services are very convenient channels that customers can use to contact their favorite brand with less effort. Customer service through phone calls and social media can […]
