Technology as we know it these days has come to a point where nearly everything can be accomplished via a mobile device. This is why more and more businesses are adopting a multichannel approach (not the same as omnichannel… but we’ll get into that later) in their customer service processes, using a wide variety of […]
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 […]
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 […]
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 […]
Five Tips for Improving Your Customer Service Agents’ Active Listening Skills
Working in a call center involves a lot of . “Thank you, Captain Obvious,” you’re probably saying now. But listen. While call center agents need to be able to communicate clearly and effectively, it is ultimately their active listening skills that will make a customer happy at the end of the call. Active listening isn’t […]
Strategies on Improving the Level of Productivity in Your Call Center
The overall success of an organization hinges much on the efficiency of its call center operations. However, there are numerous potential roadblocks that should be addressed proactively to ensure that every cog in the machine is running smoothly. Successful business managers are aware of this, which is why they are constantly looking for new […]
The Most Common Customer Service Mistakes New Call Center Agents Make
In your call center organization, hiring call center agents can sometimes be unavoidable. This is especially true when your business is expanding or when the attrition rate is considerably high. Having new agents is a tricky situation as they require resources — such as time in training, money, and manpower — for their skills to […]
4 Lessons Call Center Workers Need to Learn to Succeed in Their Job
In running a call center company, your immediate concern is how to empower your agents to deliver excellent customer service experience. For one thing, you would want them to be people of unquestionable values who will do an honest work day in and day out. Help them become the best version of themselves by learning […]
5 Tips When Cold Calling Millennials
Millennials get quite a bad rap. Most think of us as iPad-toting hipsters who think highly of ourselves and take selfies all day and watch cat videos at every opportunity. With that image in mind, it’s easy to assume that most millennials would be too distracted to pay attention to what a telemarketer is saying […]
How Many Customer Support Agents Do You REALLY Need?
Deciding on the number of customer support agents to hire is an important business decision. If you have too few people answering calls, the waiting time will increase and your customers will most likely be frustrated for staying on the queue for far too long. On the other hand, if you have too many people, […]
