October 19, 2019
Tag: call center
January 2, 2024
Catching Up with AI Competitors
Many sales companies have recently implemented AI, and if your business doesn’t have it yet it’s easy to feel behind. It’s tempting to want to purchase the first AI you can find to stay relevant in today’s technologically competitive landscape. However, implementing AI without careful planning could lead to job elimination, legal compliance issues, or software incompatibility. What are the best ways to avoid these common AI pitfalls?
October 1, 2019
Common Call Center Metrics & the Call Center Productivity Form
Call volume is one of the most important metrics when evaluating your call center’s performance. This is a key metric in determining staffing needs. Managers may underestimate the number and end up overworking their agents or putting customers on hold. This is not just a wasteful way to spend money, but also inefficient. While some… View Article
January 18, 2020
How Does Outbound Call Enter Work?
To know how an outbound call center works, you need to know the basics. These operations are usually performed by a third party. These services use agents to make customer outbound calls. Inbound calls are made by the customer, not by the call center agents. These outbound calls are more productive because they give customers… View Article
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
October 22, 2019
How To Calculate Call Center Metrics?
Measure Productivity with Call Center Metrics The first question to ask yourself is how to calculate call center metrics. This can help you measure the productivity of your team. A busy signal is the number of calls that are on hold for an extended period. You can use an IVR or auto-transfer to reduce this,… View Article
January 19, 2020
How to Change the Dialogue with an Angrily Customer via Email
A customer service agent who is successful understands the importance empathy. It is important that you use a calm, sympathetic tone when dealing with customers who are upset. You should also avoid using heavy language. You can help diffuse the situation if you ask the customer if they are confident with their statements. You can… View Article
August 15, 2023
How to Implement New Lead Scoring Methods for More Sales
Some leads are diamonds. However, the truth is that every batch of leads is bound to have some duds. Even medium-value leads can be losers if they siphon time away from high-value leads because your team has no way to differentiate between the two. How can you tell which leads are the best in the… View Article
October 26, 2019
How To Improve Call Center Metrics
If you’re wondering how to improve call center metrics, you’re not alone. Many organizations struggle to meet the industry’s minimum standards. Here are some tips to help you boost your call center’s performance. The average handle time is an important metric to monitor. If it is high, agents are taking too long to handle calls,… View Article
October 1, 2019
