Blog

  • 08
    Oct
    5 Important Tips for Offering Multilingual Customer Support.

    5 Important Tips for Offering Great Multilingual Customer Support.

    • Agent Coaching, Agent Performance, Call Center
    • BY Ryan
    • No Comments

    According to a study by The International Customer Management Institute (ICMI) and Lionbridge, 74% of consumers are likely to make a repeat purchase if the after-sales service is offered in their language. 58% of Consumers also said customer support in their native language improved their loyalty to a brand. While 71% said it increased their

    READ MORE
  • 19
    Sep
    How call criteria works

    Spreadsheets to Dashboards; What’s All The Fuss About Call Criteria?

    • Agent Coaching, Agent Performance, Call Center Outsourcing
    • BY Eddie
    • No Comments

    Regardless of how strong your excel game is, as a call center manager you need a reliable system to help you analyze your agent’s performance to increase forecast accuracy, improve operational effectiveness and schedule efficiency. Sadly, the majority of small to medium-sized business think they are saving money by using spreadsheets to manage and forecast

    READ MORE
  • 11
    Aug
    Ditch that scorecard because it's doing more harm than good to your call center

    Tell-tale Signs You Need to Ditch Your Call Center Scorecard!

    • Agent Coaching, Agent Performance, Call Center, Call Center Outsourcing
    • BY Eddie
    • No Comments

    How many checkboxes does your scorecard have? Most contact centers have gone crazy coming up with boxes to include in their scorecards. There’s a checkbox for the agent using the customer’s name, another checkbox for the agent telling the customer the benefits of a product and so on. Also, while you may start with a

    READ MORE
  • 06
    Aug
    Your call centre has as much influence as a billboard

    How Many Calls Does Your Contact Centre Handle in a Week?

    • Agent Coaching, Agent Performance, Call Center, Call Center Outsourcing, Coaching, Quality Management
    • BY Ryan
    • No Comments

    Imagine a call center with 3,000 agents, each making an average of 50 calls a day. Such a center has the opportunity to make over one million personal connections with consumers in a week. Even with these approximations, it’s easy to make the case that large contact centers have customer influence similar to, if not

    READ MORE
  • 03
    Aug

    You Want My Money? Speak My Language

    Did you know that 79% of contact centres receive calls from customers who are not English speakers? Not-surprisingly, 60% of customers expect to receive customer service in their native language according to a 2016 study by the International Customer Management Institute and Lionbridge. So can you afford to lose 60% of your customers just because

    READ MORE
  • 02
    Aug
    Why consultants choose to work with call criteria

    Why Consultancies Choose Call Criteria for Call Center Quality Monitoring

    Did you know the US consulting industry is the globe’s largest and most mature market of its kind? In fact, according to new figures from Source Global Research, the US advisory industry had a $58.72 B valuation in 2016. However, despite the healthy growth rate ( 7.1%), the U.S consulting industry faces many challenges to

    READ MORE
  • 16
    May
    5 Important Elements of Monitoring Performance in Your Call Center

    5 Important Elements of Monitoring Performance in Your Call Center

    As much as you and your agents understand what behaviors are expected to make a successful call center, you should also understand that measuring  and monitoring performance go hand in hand. This means that after you have  a customer scorecard for your agents, you should gather the performance data and make the necessary analysis to

    READ MORE
  • 09
    May
    An Interview with a Call Agent: What's With The Burnout?

    An Interview with a Call Agent: What’s With The Burnout?

    According to recent reports, 89% of companies now claim to be differentiating and competing based on their customer service. However, a different study reveals that only 1% of customers are satisfied with the support that they receive. What’s more, consumers are not the only ones being affected by poor customer service. 70% of call centre

    READ MORE
  • 02
    Apr
    when and how to fire your agent

    When and How to Fire Your Agent For The Greater Good of Your Call Center

    One of the most critical and challenging tasks for a contact center manager is knowing when and how to fire your agent. In today’s litigious society, managers risk facing expensive lawsuits if they fail to comply to regulations. therefore, terminating an agent’s employment can be painful and stressful. Plus, firing an individual with some sort

    READ MORE
  • 02
    May
    Agents Happy

    The Secret to Your Customers’ Happiness? Make your Agents Happy

    • Agent Performance, Contact Center, Customer Service
    • BY Eddie
    • No Comments

    Great leaders recognize that every employee is a representative of the company and that how the employees are treated is how they treat the customers. What’s more, the latest study by Economists from the University of Warwick proves that happy employees are more productive by 12% and that unhappy employees are 10% less productive in

    READ MORE