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A Primer on Call Centers and How It Helps Improve Service

November 30, 2011 By Gail Leave a Comment

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Call centers are a very effective service that assist businesses resolve product or service issues with the customer.

Filed Under: Call Center Tagged With: a primer on call centers and how it helps improve service, call, Call center agents, Call centers, center relations service, complete customer service, customer, customer satisfaction, customer service, outsourcing company

4 Qualities a Customer Service Professional Should Have

June 11, 2011 By Gail Leave a Comment

Customer service is a skill which requires both thorough training and progressive experience. These skills are so important in IT they’re literally built in to benchmark best practice IT Service Management (ITSM) concepts like the ITIL (Information Technology Infrastructure Library).

Filed Under: Call Center, Customer Care Tagged With: 4 qualities a customer service professional should have, Call center agents, call center customer service, customer care, customer service, customer service professional, customer service professionals, customer service roles, customer service skills, it service management

Personality Mapping: Its Role in Call Center Evolvement

May 18, 2011 By Gail Leave a Comment

What is Personality Mapping in call centers? It is the ability through which the Agent’s and Customer’s pairings are enhanced to build a good rapport with a call center. Excellent results can be experienced with this new trend as a result of which a strong bonding occurs between the caller and agent.

Filed Under: Call Center, Customer Care Tagged With: Call Center, Call center agents, center outsourcing services, customer care agents, customer service, customer support center, personality mapping, personality mapping its role in call center evolvement, personality mapping multiplies, social networking sites

Companies Use Home Call Center Agents To Reduce Carbon Footprint

February 27, 2011 By Gail Leave a Comment

Technology has eliminated the barriers associated with geographic location. Agents operating from home offices work the same as traditional center-based agents.

Filed Under: Call Center, Remote Workers Tagged With: At Home Agents, Call Center, Call center agents, carbon footprint, center analytics, companies use home call center agents to reduce carbon footprint, home call, home-based agents, indirect carbon footprint, suitable home office

The Motivation Factor in BPO

February 26, 2011 By Gail Leave a Comment

The need for motivation in a BPO is immense. This report outlines how call center agents can be motivated without digging too deep into the pockets of the management.

Filed Under: Call Center, Employee Motivation Tagged With: Call Center, Call center agents, Call Center Employees, call center motivation, call center services, Call centers, losing a job, motivation factor, recession-hit job market, the motivation factor in bpo

Calculating The ROI Of CSR

February 6, 2011 By Gail Leave a Comment

Managers focus on expense reports and profit projections because numbers are easy. Figures are concrete concepts, simple to grasp and understand. It can be as straightforward as plugging a few statistics into a spreadsheet, or as complex as having an accounting team conduct a review that takes months.

Filed Under: Call Center, Performance Management Tagged With: calculating the roi of csr, Call Center, Call center agents, Call centers, center reports, customer service, phone center, phone center operation, random phone calls, strategic planning

9 Best Practices For Coaching Your Call Center Agents

January 20, 2011 By Gail Leave a Comment

The call record method is, in my opinion, one of the best approaches to coaching agent phone calls and ensuring quality. Here’s a 9-step plan for effectively coaching call center agent phone calls:

Filed Under: Employee Coaching and Development Tagged With: 9 best practices for coaching your call center agents, agent coaching model, agent coaching session, agent phone calls, Call Center, call center agent, Call center agents, center agent, Coaching Best Practices, coaching session

Motivating Call Center Agents

September 30, 2010 By Gail Leave a Comment

Call center jobs are lucrative for many people for a diversified set of reasons.

Filed Under: Call Center, Employee Motivation Tagged With: Call center agents, Call Center Employees, Call Center Jobs, Call centers, center agents, conducive working culture, employee attrition rate, high-performing employees, motivating call center agents, stress at work

Call Center Customer Services – Your Company’s Vibrant Business Culture Starts Here

September 12, 2010 By Gail Leave a Comment

But outsourced customer service can help you create these meetings and keep your customer and client relationships fresh. Customer service representatives can create client consultations, schedule meetings, and create telephone conferences (which is especially valuable if you communicate daily with international clients).

Filed Under: Call Center, Call Center Outsourcing Tagged With: Call Center, Call center agents, call center customer services 8211 your company8217s vibrant business culture starts here, center customer service, center customer services, customer service, Customer Service Culture, customer service representatives, Customer Services, vibrant business culture

5 Ways to Sound More Natural on the Phone

September 2, 2010 By Gail Leave a Comment

Always use the prospect’s first name. I know that there are two schools of thought on this, one being that you should show respect for someone you don’t know and so use either Mr. or Mrs., but I don’t agree.

Filed Under: Call Center, Call Center Sales Tagged With: 5 ways to sound more natural on the phone, Call center agents, CSRS, customer service, easy ways, prospect, sales person, sales reps, way, ways