In the dynamic world of call centers, the quest for a reliable metric to measure performance is an ongoing challenge. While customer surveys have long been the traditional approach, their reliability can be questionable, with completion rates often dwindling below 5%.
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.
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.
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 …
Call Center Power provides insights on how to drive customer satisfaction, specifically in a call center or contact center environment.
2 MIN. READ Health care continues to move forward as a value-based industry with key standards regarding patients. On top of reimbursements from Medicaid and other entities explicitly tied to patient satisfaction, patients are customers and have the option to move providers if they are unhappy. Patient retention becomes a driving goal for strategic operations …
Successful Call Centers Affect Patient Retention Read More »
Contact centers are the heartbeat of your company’s customer experience. Unfortunately, this critical component of your brand sometimes lacks the efficiencies and effectiveness you need. Whether you are looking for call center consulting or call center outsourcing, we are ready to help you. We want to become an extension of your business, not just another …
Call Center Outsourcing: Building Your Ideal Customer Experience Read More »
