Every customer service contact center has the same message for callers: “For quality and training purposes, this call may be recorded or monitored.” But what does “quality” mean for a call center, and how do managers use it to provide the best possible quality..
In parts one and two of this series, we’ve looked at Soft Skills as a Predictor of Call Center Agent Performance and Assessing Soft Skills in the Call Center Agent Hiring Process. Now we turn to how to develop these soft skills in your existing employees.
To be successful in a call center environment, agents must be able to deal with a high volume of frequently angry customers. They must be able to follow a script and provide information that is not scripted. They must be patient, listen, and adapt as needed. A call..
Staff turnover is costly for any call center. Several recent studies have shown that most call centers do not even calculate the real cost of their employees leaving which should be composed of hiring costs, training, and lost productivity. Most call centers have a..
Scorebuddy is delighted to announce that they have been voted “Best Contact Center Technology” in Call Centre Helper’s “Top Ten Contact Center Software and Technology” awards for the second time in 2018.
Spreadsheets used to be the go-to tool for every call center manager to gather quality assessment data so they could evaluate agents and operations. Using digital scorecards to keep pace with a center’s activity will streamline your process and reveal new..
It costs more to get a new customer than to upsell an existing customer. That is why customer service and satisfaction is so important. Many companies believe that the only way to handle call center processes are in-house. But a growing number of businesses have..
Every call center manager knows that when agents start out they need a script to follow when interacting with customers. Using the actors analogy, movie actors are issued with their script (sometimes months in advance) and will have a number of chance to get it..
A call center is a dynamic organization - always growing, always improving - for the benefit of the brand. The people who take on this important work should be trained - and recognized - to further the organization. Gap analysis employed by managers is the best..