Tag: call center

October 19, 2019

Call Center Turnover Rates – Causes of Attrition in Call Centers

Call center workers are often subject to attrition. This is especially true if employees are leaving because of poor performance, bad attitudes, or other reasons. However, the cost to attrition is different for different types of employees. Some attrition is advantageous, while others can be harmful. This article will address the causes of attrition at… View Article

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

How To Improve Call Center Metrics? (FAQ)

How to Improve Call Center Metrics: Average Handle Time 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… View Article