5 Ways To Improve Call Center Quality Control ASAP
What do call center quality and your car have in common? One major factor: For many folks, maintenance is done completely ad hoc. Consider your car maintenance—if you’re like many, you ignore it completely until there’s an obvious issue, or a flashing red maintenance light alerts you to a problem. Rather than regularly checking oil […]
What Is Workforce Management in a Call Center?
Is workforce management really necessary for call centers? The short answer is yes, but if you’re currently swimming in a sea of workforce management softwares, or looking for ways to make your call center processes more efficient, it might seem overwhelming. However, if you want to: improve the cost-effectiveness of your call center raise your […]
Which Call Center Model is Right For You?
Inbound, outbound, blended, hybrid—navigating the different types of call center models can require its own dictionary. Luckily for you, we’ve created that dictionary right here. If you’re looking to outsource your call center needs, but aren’t sure which model is right for you—or even what models are available—we’re here to help. In this article, we’ve […]
Nearshore Outsourcing: When Does It Make Sense?
Do any of the following scenarios sound familiar? You’re growing faster than you can manage and service levels are starting to decrease as a result. You’re outsourcing already to an onshore partner but need to scale faster (or more affordably). You need specialized help and your in-house team can’t meet all of your needs. Your […]
Domestic Call Center Outsourcing: Pros and Cons
Do you really need to keep business onshore or just wondering if domestic outsourcing is the best solution for your company? Is paying a premium for domestic onshoring worth it, or should you outsource to a lower-priced team offshore? When it comes to outsourcing, there’s plenty of myths floating around—we’re here with 40+ years of […]
5 Tips To Reduce Your Call Center’s Average Handle Time (AHT)
Are your call center interactions taking too long? If so, it might be time to start reducing your average handle time. Although average handle time might seem like a small—and primarily internal—metric, it can make a big difference on customer satisfaction. Faster handle times mean: more customers can get helped more quickly increased volume in […]
11 Customer Service Techniques To Take Your Organization To The Next Level
In 2023, customer service is more important than ever. Just take a look at any recent research, and you’ll see that customer service is a key differentiator between brands: 54% of customers say customer service is a key factor in making purchasing decisions. 61% of customers say they would switch brands after just one bad […]
Call Center Outsourcing Infographic: How To Outsource Your Call Center in 5 Simple Steps
A recent survey by McKinsey & Company found that 61% of customer support leaders report an increase in contact volume. At the same time, nearly half of those leaders also reported increased employee attrition. That means that customer service leaders need a better way to scale. And many are doing that by – you guessed […]
Which Customer Service KPIs & Metrics Matter Most?
Everyone knows data is important, but which data matters most? Far too many companies blindly track dozens of customer service metrics or KPIs without having a clear pathway to actioning them or understanding which metrics can truly move the needle for their customer satisfaction and bottom line. As a result, it’s essential to understand not […]
How To Create a Winning B2B Customer Service Strategy
Although customer service is often focused on in B2C companies, it’s just as important—if not more so—in B2B companies. In fact, up to 80% of B2B purchase decisions are impacted by a buyer’s experience with the B2B customer service, so it’s an essential quality of your brand or company to consider. However, B2B customer service […]