7 Tips for Reducing Call Abandonment Rate

In the bustling world of customer service, few things are as frustrating as high call abandonment rates. Picture this: A customer calls your company seeking assistance or information, but after being put on hold for what seems like an eternity, they hang up in frustration. Not only does this result in a missed opportunity to […]

8 Ways To Build A Great Call Center Environment

Cultivating a productive call center environment involves optimizing many different facets of its operations. From facility design to computer systems and software integrations, all aspects of your call center that impact its internal atmosphere can affect employee performance. The impact your call center environment has over your staff’s overall level of production cannot be overestimated. […]

7 Call Center Management Mistakes to Avoid for Optimal Performance

In the dynamic landscape of customer service, call centers play a pivotal role in shaping a company’s reputation. Efficient call center management is essential for delivering exceptional customer experiences and ensuring overall business success. However, certain common mistakes can hinder the performance of call centers, leading to dissatisfied customers and reduced productivity. In this article, […]

Call Center Solutions Outsource Vs. Insource

As an executive at your organization, you have been tasked to analyze whether customer/member interactions (call center services) should continue to be handled in-house or outsourced to a call center BPO (business process organization). This is truly a million-dollar question.  When you consider the costs associated with customer acquisition, churn and attrition, as well as […]

What do you mean you’re not perfect?

Your company ships the wrong product, makes an error on the invoice, or gives incorrect information.  Mistakes can and do happen.  Luckily, customers are human and accepting of mistakes that happen.  It is all about how your company handles these mistakes that differentiates you from your competition.  The quote by Donald Porter, “Customers don’t expect […]