Devoted to the call center industry, the agents on the phones, and their managers |
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May31
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 The greeting is a crucial portion of the call, as it sets the tone for the rest of the interaction. Greetings should be loaded with genuine concern for the caller’s issue, empathy and lots of enthusiasm. Instead some companies feel that greetings are just another place to market their products or services. This approach only shows that the caller’s money, not their satisfaction is what is really important to the firm. Call center cartoon from www.callcentercomics.com
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May28
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A comment that was posted recently by a psychologist, now a trainer in customer relations was I think the perfect time to start writing this post. I am at a stage where I’ve talked to different people with diverse personalities. ...
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May25
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Call monitoring software is always something great to have. Most if not all recording software have the basic features of audio and screen capture plus the ability to evaluate calls and quality assurance reporting. But, which one is the best? ...
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May21
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When a new account’s ramp begins, it is expected that agents to be hired for the program will go through training. But, if you are speaking about outsourced call centers, the ramp is usually fast and support personnel get the...
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May19
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IVRs are in integral part of any sizable call center operation. When properly utilized, IVRs can help control the number of calls that make it to a live rep by offering various routing options, and providing lots of useful information...
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May16
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Staffing, scheduling, call forecast, queue management, exceptions and reports. This is just some of the stuff that workforce personnel go through on a daily basis. They are considered as the backbone of any call center because they ensure service levels...
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May15
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A customer calls in with a question or an issue. Yes, I agree that ultimately, call resolution is what is most important. Industry veterans know that this will ensure the customer doesn’t call back again thus less calls. Working with...
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May14
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A question was raised, “How important is the quality assurance department's involvement in training and recruitment?” I say, “It is critical to tie up the QA department’s processes to both Training and Recruitment.” The output that the QA team brings...
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May 7
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When callers contact the customer service department, they expect swift resolution to their issues. As call center professionals, agents must keep this fact in mind at all times. It may be nice to build rapport and project a friendly attitude,...
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