Call Center Outsourcing
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19
Sep
Spreadsheets to Dashboards; What’s All The Fuss About Call Criteria?
- Agent Coaching, Agent Performance, Call Center Outsourcing
- BY mark
- 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
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11
Aug
Tell-tale Signs You Need to Ditch Your Call Center Scorecard!
- Agent Coaching, Agent Performance, Call Center, Call Center Outsourcing
- BY mark
- 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
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06
Aug
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
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03
Aug
You Want My Money? Speak My Language
- Call Center Outsourcing
- BY mark
- No Comments
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
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24
May
Quality Assurance: The Questions you Need to Ask
- Call Center Outsourcing, Quality Assurance
- BY tracy
- No Comments
Call center quality assurance is, for most call centers, an objective that is easier said than done. However, it is undeniably a vital aspect of everyday operations which leads to significant dividends in improving, exposing and correcting weaknesses and further enhancing customer service so the end result is improved contact center performance. Still, when selecting a 3rd party
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08
Dec
Are Your Agents Having Lunch With Your QA’s?
- Call Center Outsourcing, Quality Assurance
- BY Ryan
- No Comments
Organizational chemistry and teamwork are vital components of any successful business. What happens though when professionalism is tossed out the window in place of friendship? This happens far too often in the workplace, and more specifically, in a call center environment where quality customer experience is of utmost priority, this can have devastating effects. Imagine
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18
May
Have your EARS to the ground
- Call Center Outsourcing, Quality Assurance, Quality Management
- BY Ryan
- No Comments
Did you know that 92% of customers judge an organization based on their interactions with the company’s call center? This would explain the current hype surrounding customer experience and the need to create engaging interactions. Still, a recent Forrester report claimed that even though 90% of executives rated customer experience as critical, only 11% of
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03
Mar
Using Numbers To Effectively Manage Performance
- Call Center Outsourcing, Quality Assurance
- BY Ryan
- No Comments
Managing people is not an easy feat to accomplish. New managers will have to face daily deliverables from their bosses and clients. They tend to forget one of the most important aspect of their job which is performance management. As a call center supervisor, one of the most challenging task they need to deal with
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25
Feb
Why OUTSOURCE Your Quality Team?
- Call Center Outsourcing, Quality Assurance
- BY Ryan
- No Comments
Cost savings is the primary reason why companies outsource to inshore, nearshore or offshore destinations. Other than the cost factor, outsourcing can also help reduce headaches in technology and people management. This allows the company to redirect these precious resources to more important things that help achieve their objectives. Outsourcing companies strive hard to deliver
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24
Feb
IF They Would Only FOLLOW THE PROCESS!!!
- Call Center Outsourcing, Quality Management
- BY Ryan
- No Comments
When followed correctly, your business process delivers results. Many of those processes include drivers that lead to high conversion rates and satisfied customers. You need compliant and educated team members to follow the process and achieve success! If they would only follow the process!! Poor performance might be due to any number of things, but