Agent attrition is a persisting issue in the call center industry. Not only is it costly, but, it’s also damaging to employee morale, productivity, and company growth. When taking into account how expensive it is for a company to replace employees, it goes to show that employee retention should be a priority in an organization’s […]
4 Techniques in Building a Customer-centric Culture in the Contact Center
Numerous studies and statistics show that customer satisfaction can have a significant impact on an organization’s bottom line. As such, as a business owner, it’s imperative that you take the necessary measures to ensure that your call center is adopting a customer-centric approach in every area of its operations. After all, your client base is […]
4 Customer Service Statistics That Deserve Consideration When Running a Call Center
Delivering great customer service should be your top priority when you’re making business decisions in your call center. After all, statistics show that keeping customers happy is the key differentiator in running a successful business. In that same vein, you’d be doing your call center business a big favor by paying attention to all statistics […]
Tips on How To Turn Your Customers into Brand Advocates
As everybody in the call center industry knows by now, it’s 6-7 times more expensive to acquire new customers than to market to current ones. Current customers, after all, sustain your business in more ways than one. And if you want a better return on your investment, it’s imperative that you prioritize customer loyalty above […]
4 Ways Call-Backs Improve the Customer Experience
Thanks to current technology, call centers are now offering state-of-the-art solutions and processes that help businesses serve customers better. One such solution is callback services, which has been instrumental in addressing key problem areas in call centers, namely long hold times, abandoned calls, repeat callers, and congested call flow. If you have any misgivings as […]
How Cloud Migration Improves Customer Experience
Cloud computing has had a tremendous impact on multiple industries for the past several years, even more so on call centers. Taking into account the range of advantages enjoyed by cloud-based call centers, it’s to be expected. The best part about this trend is that it not only benefits contact centers, it also makes life […]
Five Best Practices for Handling Customer Complaints in the Call Center
Every call center receives its fair share of calls from customers who want to field their complaints about a particular product or service. That’s only par for the course. After all, fielding feedback and complaints is a big part of what call centers are supposed to do. Customer complaints or feedback aren’t necessarily bad. In […]
Why Empathy Statements can Improve the Overall Quality of Your Customer Service
Being an effective customer service professional requires an extensive skill set. Patience, product knowledge, communication skills — all these are key traits that give the quality of your customer service a big boost. But above all else, a customer service professional needs to have empathy. If that statement has prompted you to raise your eyebrow […]
How to Encourage Leadership among Your Call Center Employees
Contrary to popular belief, leadership is not about being the big boss or the top dog. Or at least that’s not all there is to it. To put a finer point on it, one of a leader’s many responsibilities in a call center is to prepare for the day when he has to vacate his […]
Training Your Call Center Employees to be Excellent Communicators
It goes without saying that call center employees need to be excellent communicators. As your business’s service front liners, agents are not only your brand’s problem solvers, they also serve as your brand’s ambassadors. ‘Do you want your customer service personnel to exemplify your brand’s vision and deliver service in ways that exceed industry standards? […]
