January 17, 2020
Blog
January 16, 2020
What Does Metrics Mean In A Call Center? (FAQ)
The metrics of a call center are key to ensuring that the customer experience meets the highest standards. Agents are the face of the company, so it’s vital that they are properly trained. There are several ways to measure the performance of your agents. For example, you can look at the average time it takes… View Article
January 16, 2020
Three Ways To Use Retention Calls To Improve Customer Service
Many businesses are trying to streamline their processes by removing the handle time from retention-routed phone calls. While this is undoubtedly a good idea, it may not be the best strategy for all companies. The benefits of saving money on an account far outweigh the time it takes to have a conversation. For example, some… View Article
January 16, 2020
Inbound Telemarketing Sales Tips – How to Create a High Conversion Call Center
A script should be followed by a high-conversion phone center. The script should be used to guide agents and lead them to successful conversions. The script gives agents tools and resources to help them reach their goal. Your agents will be able track their progress as well as evaluate the quality and effectiveness of their… View Article
January 15, 2020
Why timing is so important when contacting online leads
Contacting leads is something that you can’t waste a minute, let’s dive in right away. Exceptional research made by LeadResponseManagement.org a few years ago showed that the more you wait to contact a lead when you receive it, the less probability you have to connect with it. Per the study summary: “The odds of contacting… View Article
October 31, 2019
How To Make Calls Shorter To Meet My Call Center Metrics?
Gauging Customer Satisfaction While it’s very easy to measure call times, it’s difficult to gauge customer satisfaction. A recent survey revealed that 43% of Americans are willing to wait for an agent for one minute or less. However, 39% of them would rather wait from five to ten minutes. Although there’s no standard for hold… View Article
October 31, 2019
Advantages of Using an Auto Dialer
An auto dialer is an electronic device or software that automatically dials phone numbers and plays a recorded message or connects you to a live person. It is great for businesses because it eliminates the need to manually enter phone numbers or answer calls. It is also great for people who are away from their… View Article
October 30, 2019
What Metrics Were You Evaluated Against While Working In A Call Center And How Did You Achieve Them? (FAQ)
Call Abandonment and Wait Time While working in a call center, you may have noticed metrics like average call abandonment rate or average time in queue. A high percentage of these can be an indication of agent productivity issues. Another indicator of an agent’s performance is the average time in queue, or ASA. This is… View Article
October 30, 2019
What Is An Auto Dialer?
An automatic dialer is an electronic device or software that is set up to automatically call phone numbers. After the caller answers the phone, the auto-dialer plays a recorded message or connects the call to a live person. If you’re unfamiliar with this technology, here are a few things to know. Using an automatic dialer… View Article
October 29, 2019
