Every organization wants to operate more efficiently. Why? because efficiency is tied to profitability. But how can you streamline your business operations? Consider outsourcing non-core activities of your business.
Turnover and attrition. A problem that has plagued many in the customer service industry. A QATC (Quality Assurance & Training Connection) study benchmarks the average call center agent turnover rate ranges between 30%-45%. Many look at this KPI as top metric in calculating a call center’s success. The high agent turnover leads to reduced customer satisfaction rates, lower first-call resolution rates, and many other issues. Read more in our latest blog post.
As call center professionals, we understand the importance of providing an exceptional customer experience. We are tasked with not only ensuring that our customers are satisfied with the products and services they receive but also that their interactions with our team members provide a positive impression about our organization as a whole.
LEESBURG, VA – August 1st, 2023 – Call Center Power today announces the promotion of Brian Redden to Chief Operating Officer. In Brian’s new role, he will oversee the execution of Call Center Power’s numerous contact center consulting engagements around the world, cultivate existing and new client relationships, foster client satisfaction across all business areas, lead consultancy and outsourcing services support functions, as well as expand Call Center Power’s CCaaS/UCaaS solution and implementation capabilities and delivery.
Call Center Power today announces the appointment of Dave Deker as Vice President of Business Development. Deker will oversee global sales and business development and focus on driving customer demand as the
company enters a new phase of growth.
Are you considering outsourcing your contact center operations? While all call centers may seem similar, it’s crucial to be cautious when it comes to your brand. Basic request for proposal (RFP) questions can help filter out poor choices, but it’s important to dig deeper before hiring.
A few months ago, we wrote a blog predicting technology trends in call centers for 2023. As we move into the year’s second half, we’re revisiting those predictions and analyzing the trends we’ve seen in call centers so far. With technology changing so much in the past year, it’s important to stay current on the latest trends and how they impact the contact center industry.
As hospitals strive to improve patient satisfaction, healthcare call centers have become a vital resource for providing swift and compassionate services. However, many organizations need to pay more attention to best practices that ensure customer satisfaction when managing their call center operations.
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.
Clients often tell us that they wish they could spend more time ACTUALLY managing their business. Leading a Call Center is not easy. There are sometimes hundreds of people to manage. When it comes to managing clients, the best approach is to be transparent, gain trust, and look for improvement in your workflow. Create a relationship with clients that show you are their partner, not some vendor manager that they avoid unless they have to. Read more about our tips for client management in our latest blog.
Leadership may be the single most important aspect of a successful call center. From understanding your individual team members’ strengths and weaknesses to making sure everyone is on the same page, creating an effective system for nurturing talent can seem difficult. In this blog post, we’ll offer our thoughts on how to build a winning leadership team in your call center.
Making decisions based on data is crucial for any business – and that’s especially true for call centers. After all, the customer experience is one of the most important aspects of a call center’s success.
If you are a business owner, you know that providing excellent customer service is essential to the success of your company. But what happens when you outsource customer services?
You might have heard about new AI technology in recent months, but how can these new technologies impact business operations and how are they being utilized in call centers?
