Call Centers are the Front Line of Customer Service


Some call centers struggle to have a stellar reputation, but it doesn’t have to be that way. So, how can you ensure that customers who call your company are given the help that they need and that they exit the call feeling positive about the interaction and the company?

3 Methods to Capture the Promise of Technology in Call Center BPO Offerings


We’ve underlined three primary goals and considerations for why and how a contact center BPO should plan its tech adoption strategy. Own the end-to-end customer journey. The post 3 Methods to Capture the Promise of Technology in Call Center BPO Offerings appeared first on Techsee.

How Can Call Center Services Help Solve Business Problems

Magellan Solutions

Are you in the middle of deciding whether you should outsource call center services for your business or not? But if you still don’t know how call center services can help you solve your business problems, it’s all right! Why do I need to outsource call center services?

5 trends in the Call Center


5 Technological Trends in the Call Center. What are the new technologies being deployed in the contact centers? Several key trends are currently dominating the landscape, and have already started to infiltrate the industry even well before this year. Read More. Jacada Blog

Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. center, showing that brands are willing to do—and spend—what it takes to create loyal customers. Contact centers have dramatically changed. contact centers.

Funny Quotations About Call Center Work

Magellan Solutions

The work of a call center agent is often a repeated cycle of calls, tickets, reports, emails, and complaints. But it doesn’t mean that being a call center agent is not fun. The post Funny Quotations About Call Center Work appeared first on Magellan Solutions.

The Philippine Call Center Industry: A Brief History

Magellan Solutions

As a sub-sector of the business process outsourcing (BPO) industry, call centers in the Philippines remain as a major contributor of the country’s economy. But like any success stories, call centers in the Philippines began in humble form before it reached its glorious status today.

5 Important Metrics for Call Center Success


Today, as more and more brands are chosen based on whether the overall customer experience matches their expectations, metrics are essential to help make sure call center protocol is in line with these expectations.

Computer Vision in the Call Center – The New CX Frontier


Companies are increasingly turning to artificial intelligence (AI)-powered contact center solutions to meet consumers’ growing demand for better CX, reduce costs and alleviate pressure on agents. With AI, call centers are equipped with a wide range of voice analytics, enabling recognition of customer, accent, gender, and emotion, as well as powering conversational IVRs and voice based virtual assistants.

Get Your Call Center Out of the Basement! - Frank Reactions

Tema Frank

Your call center shouldn’t be “that place in the basement,” says Blake Morgan. Stop Thinking of Your Call Center as a Cost Center. Customer experience is not just shaped by the contact center – @BlakeMichelleM Tweet This.

5 Strategies for Improving Call Center Coaching Sessions


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.

Qualities Of An Exceptional Outbound Call Center

Magellan Solutions

The plethora of outbound call center s all over the world can pose a challenge to clients who are looking to work with only the best. But how do you know if the outbound call center you are eyeing to partner with truly stands out from the rest?

How To Increase Your Sales With A Call Center Service

Call Center Pros

Many companies understand that call center’s primary goal is to maintain customers so that they do not leave for the competition, provide service to them and resolving their problems. However, with the proper approach, call centers can be used for a business to increase their sales.

Call Center Outsourcing 2017 Mid Year Report

Magellan Solutions

The beginning of the year 2017 made some stakeholders in the outsourcing industry, notably call center outsourcing , a little concerned. Call Center Industry Not Affected. Looking for a reputable call center in the Philippines?

Voice Problems Among Call Center Agents

Magellan Solutions

Call center agents communicate mostly by phone, thus using their voice on a regular basis and for long periods. Before it happens, call center agents should know the proper ways of taking care of their voice. Call center offices usually have a low temperature.

Call Center Survey Questions for Better Customer Satisfaction


KPIs and Analytics drive call centers as much as the people taking the calls. While data may be critical for the call center , we cannot overlook the often-ignored impact of feedback obtained from clients and customers directly.

How Much Is Saved In Outsourcing To Philippine Call Centers?

Magellan Solutions

This is because call centers in the Philippines are much cheaper compared to other countries, especially those in the United States and European countries. We all know that BPO and call center services are on the rise. Outsourcing to Philippine call centers.

How To Deliver Call Center Quality Feedback


Every agent in your call center has their own strengths and weaknesses. When delivering call center quality feedback, there’s a risk an agent might feel they’re being attacked on a personal level, even if your criticism is constructive.

Ensuring a Successful Go-Live Launch for Your Call Center Technology


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. Create “invitations” to disburse throughout the contact center inviting agents to Go-Live.

Financial Darwinism: Why Financial Call Centers Have Failed to Deliver


Many years ago, the banking industry introduced the call center channel with the goal of lowering service costs and improving the overall customer experience. The Promise.

14 Critical Call Center Metrics You Should be Tracking


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.

Why Build a Contact Center Instead of a Call Center?

Win the Customer

Cloud contact center solutions are becoming the new standard for customer service. The cloud-based contact center market is growing at an explosive compound annual growth rate of 23.6 Call centers, as the name indicates, specialize only in voice communications channels.

Why Investors Are Attracted To The Philippine Call Center Industry

Magellan Solutions

Two decades after the first call center started its operation, the call center industry has flourished and developed into one of the top targets of foreign companies investing in business process outsourcing (BPO).

Types Of Call Center Services For Various Business Needs

Magellan Solutions

Most people who have never been in a call center or has never worked in a call center would not know that there are many types of call center services. For starters, inbound call center is where agents answer calls from customers and potential customers.

What Happens to the Call Center when People Stop Calling? - Frank Reactions

Tema Frank

Can Your Call Center Cope With The New Omnichannel Reality? Who doesn’t have a nightmare call center story to tell? Time For The Connected Call Center. This year there will be more digital interactions with contact centers than voice ones Tweet This.

How to Convince Top Execs That Your Call Center Is Worth It - Frank Reactions

Tema Frank

Customers’ top 3 call center irritants, according to Ameyo Callversations, are: The “IVR Abyss” Long holding times Agents who cannot resolve the issue Today’s interview guest, Jim Rembach, of Beyond Morale, and host of the Fast Leader podcast, has worked with … Continue Reading → The post How to Convince Top Execs That Your Call Center Is Worth It appeared first on Frank Reactions. Blog call center

Outsourcing an Infomercial Call Center

Magellan Solutions

This is where your infomercial call center comes in. When prospective customers call the number on display, you need to make sure that agents are on the other end of the line. What Makes an Infomercial Call Center Special?

Contact Center vs Call Center: What you call yourself matters


Call your support organization a call center! Customer Experience Contact Center customer service Customer SupportWant to know how to make your company sound terribly out of date?

Call Center Industry Trends Mid Year 2017 Report

Magellan Solutions

The call center industry finds itself in an exciting and challenging place this time of the year. But even if the call center industry of the Philippines is in a position of steady growth, challenges concerning customer satisfaction are still prevalent.

Cloud Call Centers: Why All-in-One Integration Matters

Joe Rawlinson

Enter the cloud call center and all-in-one online integration services, which can provide unmatched satisfaction to customers looking to get answers to some of their burning questions in order to enjoy your product and/or service. Escalation to call center agents for immediate answers.

Call Center Coaching Tools to Get Agents in Shape


Call centers rely heavily on the value of their staff. Recruiting the right staff, providing effective training and sustaining the level of engagement of staff is a key aspect of the work for the call center manager.

12 Critical Questions for Call Center Agent Engagement

Win the Customer

Call Center Coaching Culture Customer Service Management Leadership Based on 25 years of research done by Gallup polls, the book "First Break All of the Rules" shares the following 12 questions that are key in keeping your talented employees.

5 Call Center Agent Wins


Call center agents are the backbone of many companies’ customer service strategies. And yet, sometimes being a call center agent can feel like a thankless job. Identifying exemplary call center agent performance requires more than just an attentive manager.

7 Call Center Games For Better Customer Service


Keeping customers satisfied is a priority in every call center, but we all know maintaining high satisfaction rates can be an ongoing challenge. Customers expect to receive help from well-trained, polite, honest call center agents in every communication.

How To Expand Your Customer Reach With Outbound Call Center

Magellan Solutions

Perhaps the idea of outsourcing an outbound call center has already crossed your mind, but you are still unsure of the benefits your business stands to gain when you do so. We give you the four ways an outbound call center expands your customer reach and boosts your business growth.

Reasons Why Millennials Love To Work At Call Centers

Magellan Solutions

Depending on who you ask, the idea of working at call centers can range from amazing to just okay. If you ask the millennials, also called the Gen Y population, you’ll find that majority of them have a positive perception about call center jobs.

Best Ideas To Increase Productivity In Your Call Center


A well run call center combines effective management and dynamic motivation to achieve results and increase productivity. Running a call center means having one eye constantly on output. Productivity is the cornerstone of business development.

How To Find And Contact The Best Call Center Companies

Magellan Solutions

The abundance of call center companies is a good thing, as it gives business owners looking to work with these companies plenty of options to choose from. The vast number of call center companies operating in the world today can actually pose a challenge for business owners.

The 10 Best Metrics To Measure Call Center Agent Productivity


When you’re a call center manager, you have to make a lot of decisions that impact your call center’s bottom line. And flying by the seat of your pants is not an option.

Call Center Location: Mandaluyong, Philippines

Magellan Solutions

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. A Mandaluyong call center.

10 Things Only Call Center Agents Understand


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.

Round The Clock Business Using 24/7 Call Center Services

Magellan Solutions

Many successful entrepreneurs worldwide have discovered that outsourcing a 24/7 call center , particularly from the Philippines, brings them one step closer to achieve the success they have always wanted to achieve. Interested in outsourcing a 24/7 call center?

Cost Cutting in the Call Center Kills Customer Experience

Win the Customer

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.