Many companies find that outsourcing their inbound call center operations offers more benefits than handling the work in-house. When researching where to outsource, there are basically three options to consider: offshore, nearshore, or domestic. So,...
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According to the U.S. Contact Centre Decision Makers Guide, call centers saw an average of 60% agent turnover rate by mid-2017. Unfortunately, this rate (or much higher) is common in the industry, and continues to be among the top issues faced by...
The main focus of a call center is to create a positive customer experience, but too often, customers find themselves lost in one of any number of service pitfalls. Some examples of these service pitfalls are:
Words have great power. “No” and other negatives are psychologically and physically stressful. Conversely, “I understand,” “I can,” and “I will” instantly reflect empathy and dedication.
When working with customers, you always want to create a...
There may be advantages to maintaining an in-house call center, at least for some companies. However, if your business is growing, there may come a time when you have to question whether it is better to upgrade your technology and infrastructure or...
As your company grows, so will your call center. But when you’re looking to hire a new call center agent, you do not want to hire just anyone. After all, agents are often a customer’s first impression of your brand, and sometimes their only personal...
No matter what anyone tells you, size matters. But picking the right size call center partner is no easy task. Pick one too large, and your “partner” may have the resources you need, but your brand and the attention to detail you demand for your...
As I was sitting in a dentist chair, I listened to two professionals talking heatedly about their less than exemplary office system which had launched earlier that month. They were completely oblivious to the fact that I was there - which normally...
Recently, The Connection® announced the launch of its newest service offering, TCAnswer – a 24/7 live phone support service providing high quality virtual front desk, receptionist, and administrative support. For many businesses lost calls during...
A well-known retailer for consumer goods and services began receiving repeated customer complaints after launch of a new product. Upon investigation, the company discovered the recently launched product contained a manufacturer defect that would...
