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.
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.
Call centers around the world have been through a great deal over the past 2 years. The pandemic and the sudden need to move tens of thousands of their people to a work-at-home environment have forced all companies to take a serious look at their operations, people practices, technology and so much more. In this …
The “Dumb” Things Call Centers Still Do but Shouldn’t Read More »
In this episode, we are joined by Emily Keller, LinkedIn’s Head of Talent Solutions Enterprise Customer Success. We discuss the complex relationship that many companies today have with their customers and how these complexities have forced organizations to think more holistically and proactively relative to their customer management strategy. As Emily tells us, it’s not just …
Our special guest for this episode is Jeff Velodota, the Director of Sales and Marketing for one of our call center outsource partners; Telecom INC. Along with Doug Deker (President of Call Center Power and outsourcing GURU), we explore how performing the due diligence process on a potential BPO outsource partner has changed pre vs …
Sourcing a Call Center Outsource Partner in a Post Pandemic World Read More »
Africa is quickly becoming a new HUB for the call center industry. However, through misperception or inexperience, many “call center” people around the world are unaware of what this burgeoning market has to offer. Well, the African people are working to change that. Africa is a huge place with diverse cultures, a highly educated workforce, …
