Subscribe to CallCenterBestPractices.comNews FeedSubscribe to CallCenterBestPractices.comComments

Maximizing Call Center Resource Utilization With Six Sigma

July 26, 2010 by Gail  
Filed under Six Sigma, call center

Leave a Comment

Maximizing Call Center Resource Utilization With Six Sigma

By Tony Jacowski

In the last few years, Six Sigma has achieved many new milestones, the most recent being its induction in the dynamic and fast-changing world of business process outsourcing. Six Sigma implementations in call centers and contact centers may be a relatively new phenomenon, but due to its unparalleled success, this trend is fast catching on and in the coming years, is expected to outdo conventional domains such as manufacturing.

How Does Six Sigma Help Call Centers?

Please Login or Register to read the rest of this content.

Tags: ,

The Need for Call Center Services, Training and Tools

July 25, 2010 by Gail  
Filed under Call Center Training, call center

Leave a Comment

The Need for Call Center Services, Training and Tools

By Kathy John

While service industry is booming, call center services and training has become very important. A call center is but a telephone-receiving station that serves as customer a voice-based customer support center for various clients. It is a toll-free line that responds to the customer calls and delivers them relevant information. The customer need not have to do the legwork or undergo the tedious process. The call center executive locates the right person, passes customer queries, and keeps the orders/complaints.

Please Login or Register to read the rest of this content.

Tags: , , , ,

Being a Call Center Employee

July 25, 2010 by Gail  
Filed under Call Center Jobs, call center

Leave a Comment

Being a Call Center Employee

Customer service is not that easy as it may sound. In fact, it entails the willingness and strengths to carry out more than what is estimated. There is one thing which needs to be sorted out when it comes to deliver quality customer care service.

Be it inbound customer service or outbound customer service, it will always be the quality of service offered by the person who is delivering it. Yes, it is the call center representative and his or her quality service that stands to be significant in a BPO industry.

Please Login or Register to read the rest of this content.

Tags: , , , ,

Jobs in a Call Center

July 22, 2010 by Gail  
Filed under Call Center Manager

Leave a Comment

Jobs in a Call Center

By Ivana Lewis

The inception of the call center business has gone past more than a decade or so. In these years, it has completely changed the way people live, think and behave. With the introduction of more and more BPOs in countries like India, China, Malaysia, Philippines, people residing there have become more financially aware and self conscious. The call center jobs have emerged to be the main source of income for the youngsters as they get a range of career opportunities within the industry.

What does the job require?

Please Login or Register to read the rest of this content.

Tags: ,

Three Uses of Call Center Analytics

July 21, 2010 by Gail  
Filed under Best Practices, call center

Leave a Comment

Three Uses of Call Center Analytics

By Jeremy P Stanfords

Running an efficient call center requires having good data on how the work is being processed. Call center analytics give managers the tools to oversee and optimize staffing and workflow. Analytics can be used in three basic ways, and for best results planning should encompass all three.

The Past

Please Login or Register to read the rest of this content.

Tags: ,

Best Practices in Lead Generation and Lead Management

July 21, 2010 by Gail  
Filed under Outbound Call Center, call center

Leave a Comment

Best Practices in Lead Generation and Lead Management

There are many different solutions for generating and locating your next lead.

Radio & TV advertising are very popular with companies ready to spend millions for a 60 second Super Bowl spot. Some of those commercials may be memorable, but the ROI of those multi-million dollar investments can be difficult to track. Moreover, while they may be good for generating business long-term and building brand equity, they are usually not the most effective in selling more now.

Please Login or Register to read the rest of this content.

Tags: , ,

Telephone, Email or Chat – Which Customer Service Support?

July 20, 2010 by Gail  
Filed under call center

Leave a Comment

Telephone, Email or Chat – Which Customer Service Support?

By John Borillo

Businesses need repeat clients to grow. These days, customers are identifying the most appropriate channel to choose and to buy a product.

The recent ATG research study reveals that 30% of customers use three or more channels for a single transaction. Even with the convenience provided by the Internet and the emergence of mobile marketing, data still reveal customers employing the most traditional means – store visit and customer service – for their buying decisions.

Please Login or Register to read the rest of this content.

Tags: , ,

Why Outsource Call Center Services?

July 19, 2010 by Gail  
Filed under Call Center Outsourcing, call center

Leave a Comment

Why Outsource Call Center Services?

A call center is designed to fulfill the gap between an organization and the customers for the betterment of the business. A call center serves the accurate information to the query of customers received through email, telephone or by fax.

The process works as operators, known as customer care representatives, receive the customers request and reply as quick as possible in an accurate and efficient manner. The process can be of multilingual, but the goal is to satisfy the customer with exact information and services.

Please Login or Register to read the rest of this content.

Tags: , ,

First Call Resolution and Call Center Improvement

July 18, 2010 by Gail  
Filed under Best Practices

Leave a Comment

First Call Resolution and Call Center Improvement

By Navdeep Chandel

Improving first call resolution has been shown to improve other traditional contact center metrics such as customer satisfaction, employee satisfaction, increase selling opportunities and reduce operating costs.

All of these metrics are tightly correlated with first call resolution. The average contact center can save up to $276,000 in operating costs per year just by improving first contact resolution by 1%. That might seem a little outrageous, but that one percent improvement can represent 500,000 fewer incoming calls per year, depending on how many calls your contact center receives.

Please Login or Register to read the rest of this content.

Tags: , ,

Want Top Customer Service? Relearn the ‘basics’

July 6, 2010 by Gail  
Filed under Customer Care, Employee Coaching and Development

Leave a Comment

Want Top Customer Service? Relearn the ‘basics’

By John Borillo

We cannot ignore the basics. The basics serve as the foundation of everything, and they have brought us to where we are today. We may have become industry trailblazers earning the accolades of our peers left and right but at the end of the day, it is about knowing the very heart of what we do and excelling in it every day.

The boom of the call center industry says a lot about that excellence. Its core focus has always been managing the expectations of the customers. Any small business wanting to see real bottom-line results should be powered by customer service, whether it is set as in-house or from a customer call center.

Customer service can definitely build – or break – any enterprise. We should learn and relearn the basics of customer service, and apply them until they become a habit that never goes away.

Please Login or Register to read the rest of this content.

Tags: , ,

Next Page »