14 Critical Call Center Metrics You Should be Tracking
MARCH 10, 2016
As a contact center manager, you’ve got a lot of metrics to choose from as your key performance indicators (KPIs). In this blog, we help narrow down this long list to help you focus on the metrics that, when improved upon, will really help your contact center thrive. Call SLA : A goal based on what % of the calls are answered in X seconds. Service Quality.
What HR Wishes WFM Knew About Call Center Employee Experience
APRIL 5, 2016
Put your hand up if you grew up wanting to be a call center agent. That’s why we’re so dead-set on defying that stereotype and creating an excellent call center employee experience. They need to meet forecasted call volumes in the most efficient manner possible. Finding common ground in this shared goal is vital to call center success. Nobody?
5 Strategies for Improving Call Center Coaching Sessions
SEPTEMBER 15, 2016
Every contact center manager wants a team of agents that perform at optimum levels. That’s why it’s so important to be as considerate and thoughtful as possible with call center coaching. While every manager has his or her own unique communication style, it’s worthwhile to take note of some successful call center coaching strategies. Here are five different ways contact center managers can make sure they’re getting the most out of their agent coaching sessions. The path to getting to that point, however, isn’t always easy. Keep It Confidential.
Call Center Leaders Must Step Up to Boost Call Center Performance
DECEMBER 2, 2012
One day, the regional call center director of our company, I’ll refer to him as “Dave”, called me into his office. We had recently reengineered our call center training program for new hires using an integrated method I developed and still refer to as Chunk Training. Call quality scores and individual agent customer satisfaction scores were trending higher.
Employee Engagement Shaping Call Centers
NOVEMBER 24, 2016
Contact centers that are always on the lookout for new tools and resources can hold a powerful competitive advantage. Preparing for the New Year is a great opportunity to join their ranks and explore industry trends. Employee engagement is a top-of-mind concern for many organizations, and improving it should be on your to-do list. Employee engagement has been proven to add tremendous value to organizations, and ongoing developments are pushing its benefits further than ever before
Why Call Center Training, By Itself, Doesn’t Work
MAY 13, 2012
I know this may sound strange coming from a principal of a company that provides call center training around the globe. However, my colleagues and I truly believe 100% in the following statement: Call center training, by itself, doesn’t work. Here are three things for you to consider as you think about and plan your call center training: 1.
5 Reasons Why Call Centers Must Be Mobile Friendly
Win the Customer
JANUARY 13, 2016
Mobile technology just makes things easier, and that goes for call centers as well. It only stands to reason that your call center software should also be mobile-friendly. Phone technology has changed, and call centers either need to change with it or become completely irrelevant. Does your call center have an app that customers can use for contact?
6 reasons why outsourcing a call center can work for your business
DECEMBER 7, 2016
Here are 7 reasons why outsourcing a call center can work for your business. Philippine call centers have decades of experience under its belt, which means its workforce can foresee and respond to every imaginable situation when it comes to business answering services and other call center services. New to outsourcing? It lets you focus on what you do best.
Talkdesk Named Call Center Leader by GetApp
FEBRUARY 21, 2017
Independent business tool analyst GetApp just released their Call Center Leaders report for Q1 2017 and the results show Talkdesk rapidly climbing to the top of the industry. GetApp’s quarterly rankings list the top 25 solutions in the call center space, evaluating them on five categories (each out of a possible 20 points): reviews, integrations, mobile, media and security.
What Happens to the Call Center when People Stop Calling? - Frank Reactions
APRIL 12, 2016
Can Your Call Center Cope With The New Omnichannel Reality? Who doesn’t have a nightmare call center story to tell? Fortunately, the times they are a changin’ And if your company hasn’t updated it’s call center model lately, odds are you’re losing customers. Time For The Connected Call Center. Proactive Outreach.
Using Call Center Teams & Data to Support Outbound Sales
FEBRUARY 1, 2016
Making the business case for outsourcing customer service to a contact center partner can be relatively straightforward when C-Suite decision-makers are weighing in-house versus outsourced options. But making the business case for using a call center partner to support your inside sales team can be tough. Case Studies Customer Service Outsourcing Videos
6 insane (but true) things about inbound call centers
MAY 31, 2016
Just when you thought you knew everything about inbound call centers, here are 6 insane (but true) things about them: Some clients act as “mystery shoppers”. Choosing an inbound call center is a long and painstaking process – you do research and get referrals to make sure you end up with the best service provider out there. Inbound call centers get prank calls.
Call Center Location: Mandaluyong, Philippines
AUGUST 3, 2015
It’s half an hour away from other business centers such as Makati and Eastwood City. Here are the other reasons why it’s a good time to locate your call and business process centers in Mandaluyong City: Accessibility. Cabs are also on-call, particularly in areas close to the malls. A Mandaluyong call center. Metro Manila. Relative affordability.
10 Things Only Call Center Agents Understand
JUNE 9, 2016
Being a call center agent is a unique experience. From the call queues to the adamant repeat callers, it’s hard to sum up exactly what it’s like to man the phones. Here are ten things only call center agents will understand: 1.You’ve “Worked from Home” in Six Different States. Cloud-based call center software is a beautiful thing. Call Center
The On-Demand Economy Demands Better Call Center Software
FEBRUARY 9, 2017
The communication landscape is changing rapidly and the most successful brands are the ones that use call center software to adapt the quickest. That’s where the right call center software can be a valuable tool. Moreover, companies need call center software that makes that information available to an agent the instant a customer calls. Call Center
Integrate Social Media Channels to Transform the Call Center Experience
Win the Customer
JANUARY 23, 2015
Social routing is an emerging trend, a way in which contact centers can more accurately meet the needs of their customers. TMCNet discusses the answer by describing the modern day customer and the challenge that call centers face as they look to integrate social media channels […]. Call Center Customer Experience Customer Service Social
3 Key Soft Skills Every Call Center Agent Must Have
Win the Customer
DECEMBER 18, 2015
Concrete customer feedback metrics, KPIs and CRM systems can be considered as the ‘science’ behind call centers, but the soft skills of call center agents are considered as the art. Whether call center agents handle questions and concerns through inbound calls, or feedback and sales through outbound calls, they are the main link between the business and customers.
Types of technical support given by call centers
JULY 19, 2016
Offshore call centers offer different kinds of services, one of these is technical support. Here’s a quick guide to several types of call center technical support. In this type of call center technical support, a live agent who has been trained extensively on the company’s products and services takes live chat sessions from distressed end-users. PC repair.
Ensuring a Successful Go-Live Launch for Your Call Center Technology
JANUARY 24, 2017
You and your project team have poured hours into the design and implementation of your new call center technology platform, and the big day has finally arrived – Go-Live. This is especially relevant for contact centers where agents suffer from change-fatigue – what’s going to get them excited to adopt this system over all those others you’ve implemented in the past?
7 Killer Tips for your Travel Site and Call Center to Navigate the Busy Holiday Season with Ease
DECEMBER 4, 2016
So how can customer support centers within the travel industry better plan for the 2016 holiday season? The practical guide: The following tips will ensure this year’s holiday call center costs and handle times sink to an all-time low, while customer satisfaction ratings soar to an all new high: 1. A difficult client calls up to complain. Plan ahead of time.
Moving Your Call Center to the Cloud After Avaya’s Bankruptcy
FEBRUARY 28, 2017
The company will continue to operate and has plans to retain control of their contact center, but there are certainly plenty of question marks around the long-term viability of their offering. For Avaya’s customers, news of the Chapter 11 filing might be just the cataclysm needed to shake up their call center strategy and consider something new. Call Center
4 Tips for Effective Call Center Management
JULY 21, 2016
Managing the day-to-day operations of a call center can be a tall order. Call centers are central to the customer support operations of many companies. Effective call center management involves many different skills and processes. Call center managers must be well-versed in all things call center. Call Center
6 Ways to Advance Your Call Center Performance (Part I)
APRIL 25, 2012
Optimizing call center performance can be a tricky proposition for call center leaders and managers. If you had an opportunity to hit the pause button for enough time to thoughtfully consider and come up with a list of ways to truly advance your call center performance over the long term, what would your list look like?
5 reasons why you should outsource to call centers in Metro Manila
AUGUST 10, 2016
But with the steady increase of call centers all over this lively archipelago, how will you know which city to pick? Choosing the right location for your call center can affect your business in more ways than one. While a Manila worker’s salary is considerably more than those from other areas, outsourcing to call centers in Manila has its unique benefits.
The worst advice we’ve ever heard about inbound call center outsourcing
MAY 18, 2016
Much has been said with regards to inbound call center outsourcing – which country has the best agents in terms of cost and communication skills, which companies offer the best package, and what is the most important thing to do before finalizing that agreement with your outsourced call center. Inbound call center Inbound call centre Outsourcing Guide
58 Customer Service Experts and Call Center Managers Reveal their Most Important Tips for Reducing Call Center Volume
MAY 11, 2016
Call centers are often one of the most bustling hubs of a business, serving as the central point of contact between customers and the company. Call center agents handle myriad tasks from helping customers navigate the purchase process to technical product troubleshooting
Inbound Call Center Agents: Key Skills That Help Company Growth
AUGUST 27, 2015
Inbound call center agents handle calls initiated by customers. These calls may cover everything from product inquiries and clarifications on a given transaction process, to grievances and complaints. Inbound call center agents are the first liners when it comes to customer service. Their ability to handle calls accordingly can make or break a business.
Is Your Call Center Ready for Bots?
OCTOBER 5, 2016
This technology means some brands have started to leverage chatbots for customer service in the hopes of saving on call center costs. But how do customers feel about these chatbots versus the ability to call and receive live support on the phone from a human? The post Is Your Call Center Ready for Bots? Talkdesk surveyed over 2,000 U.S. What is a bot?
Cost Cutting in the Call Center Kills Customer Experience
Win the Customer
FEBRUARY 24, 2015
Business Call Center Customer Service Management Finances If careful consideration is not made in cost cutting, companies will end up spending less and getting less, or spending less, but costing more in other areas that have to compensate.
5 Advantages of Call Center Voicemail Transcription
JULY 28, 2016
Voicemail is an essential call center feature for a variety of reasons. Providing callers with the option to leave a voicemail can reduce call queues, ease call volume stress for agents and direct callers to a solution after the maximum wait time or queue size has been reached. For these reasons, voicemail is a standard feature in most call center software solutions.
7 Customer Service Phrases To Never Use In the Call Center
SEPTEMBER 8, 2016
From time-to-time, your call center team members will be met with challenging customer interactions. These interactions can trigger agents to make common call center mistakes. Replace these common call center missteps with more careful responses, and you can turn around even your most frustrated customers. Call Center Customer Service
5 Tips for Having Better Conversations in the Call Center
JUNE 8, 2016
What is a call center designed for if not talking on the phone? Sure, there’s after call work and other administrative tasks, but the most important thing you do all day is talk. After all, you called them! If you are using a browser-based call center solution, there may be some temptation for you to click around. Call CenterBe prepared.
Offshore Call Center for Cruise Companies
OCTOBER 8, 2015
Outsourcing call center processes to an offshore service provider is a viable option for cruise companies that don’t have an internal call center, as well as those that have limited capacity to handle calls. An offshore call center can handle the following on your behalf: Reservations. Why an Offshore Call Center for a Cruise Company?
Why your SaaS startup needs a BPO call center
JULY 13, 2016
Here’s why every SaaS startup needs a BPO call center: A BPO call center can help your startup retain existing customers. A call answering service can increase overall customer satisfaction, encouraging customers to return for more transactions in the future. So give them the royal treatment by hiring an experienced BPO call center.
How to Scale Your Call Center Without Outsourcing
JUNE 6, 2016
For many companies (growing and established), call center software forms the backbone of their customer support. This is because call centers enable companies to provide real-time, personalized support to customers. When a business is small, their call center needs are minimal. They need a few agents, a bare minimum call center software and a workspace.
Pros and cons of locating your call center in the Philippines
SEPTEMBER 27, 2016
On our Quora profile , we get lots of questions about outsourcing, call centers, and BPOs everyday. Here’s one of Magellan Solutions’ answers to a question posted on Quora (What are the pros and cons of locating a call center in the Philippines as opposed to India or some other country?). 1 when it comes to voice call center services, according to IBPAP.
What’s the Best Call Center Software for Your Business?
JULY 18, 2016
Whether you are replacing a solution that no longer suits your company’s needs or investing in your first system, choosing the best call center software for your business can be a daunting task. Call center software often forms the foundation of a business’ customer service provision and outbound inside sales. Call center software can be a significant investment.