If you frequent our Call Center Corner blogs and other pieces of advice from us, you know that we often cite “lack of morale” or “lack of incentive” as a problem we see in many call centers. These two problems seem basic but can quickly snowball into retention problems, performance issues, and overall dysfunction within an organization.
Prioritizing customer education for your call center can have a significant impact on both your customers and your team. By providing customers with the knowledge they need to use your products/services correctly, you can reduce call volumes and streamline your customer support process.
In order to meet key performance indicators (KPIs), maintain service levels and absorb additional volume, contact center operations managers should consider four things: efficiency, process changes, self-service, and technological upgrades. In this blog post, we will explore each of these four topics in more detail and provide examples of how companies have been able to cut costs in call center operations without sacrificing quality or increasing employee turnover rate.
In a world where businesses are competing for attention, delivering superior customer service is more important than ever. Creating a positive customer experience can result in repeat business, customer referrals and a stronger bottom line. A call center is a great way to provide personalized service to your clients or customers while keeping your core …
10 Ways to Improve Customer Experience in a Call Center Read More »
So, you’ve worked with a contact center consultant and have chosen to outsource. In the big picture, call centers look alike. Yet, in the case of contact center outsourcing, you cannot be too careful with your brand. Basic request for proposal (RFP) questions are used to sort out the disastrous and horrible. Before hiring based …
Questions for Your Contact Center Outsourcing Vendor Read More »
Before we talk about the benefits of using a call center, let’s dig deeper into the challenges that most small businesses have. Small businesses struggle daily with budgets that do not allow them to provide the services needed, to consistently secure customers. According to Chron, small businesses struggle with: Employee Turnover. Financing. Time Management. Marketing …
U.S. companies today lose more than $62 billion annually due to poor customer service, and 33 percent of Americans consider switching companies after just a single instance of poor service. Call center consulting services can provide that birds-eye view that your organization needs and can turnaround your customer experience sooner than later by focusing on …
How Call Center Consulting Services Can Help Your Bottom Line Read More »
