January 18, 2020
Blog
January 17, 2020
How To Analyze QA Metrics For Call Center?
The most important question in any call center is how to analyze QA metrics. Many companies track KPIs on a daily, weekly, or yearly basis, but it is not always easy to interpret these numbers. For example, one KPI is the average time it takes for a customer to reach an agent. For most businesses,… View Article
January 17, 2020
What is the Meaning of Virtual Call?
The first step to set up a virtual contact center is choosing the software. Choose a platform that allows agents to use their preferred device, such as a laptop or smartphone. This eliminates the “device barrier” which can frustrate customers. It’s also great for small businesses who might not have the funds to invest in… View Article
January 17, 2020
Inside Sales Outsourcing, B2B Lead Generation
Inside sales outsourcing is a great option if you’re looking for a way to effectively manage your internal sales team. Outsourcing your inside sales team will allow you to reduce training and hiring costs and allow you to concentrate on your core business. A service provider outside of your company already has a team full… View Article
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
