Call Centers | CallCenterBestPractices.com - Part 2

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

How Government Agencies Are Building Better Call Centers

September 15, 2010 By Gail Leave a Comment

Government entities from local law enforcement to the Internal Revenue Service are redesigning their call centers to give better service by using the latest technology including advanced call center analytics and electronic reader boards

Filed Under: Call Center, Call Center Outsourcing Tagged With: advanced call center, better call centers, Call Center, Call Center Outsourcing, Call centers, center management tools, electronic reader boards, how government agencies are building better call centers, latest call center, poor customer service

Challenges Facing Call Center Management

August 19, 2010 By Gail Leave a Comment

This is not without remedy though as there is more than just a set of ways to improve on the service especially on the managerial side of the business. As mentioned earlier, perhaps the best way is through software.

Filed Under: Call Center Manager Tagged With: Call Center, call center agencies, call center job, call center management, Call centers, center management, challenges facing call, challenges facing call center management, nature of the job, philippine call center

Customer Service Outsourcing – A Case Study

August 7, 2010 By Gail Leave a Comment

This article goes through a real-life case study of a company that faced a number of problems when outsourcing their customer service functions to a BPO firm in India. It suggests several items that must be considered for companies in a similar situation.

Filed Under: Call Center Outsourcing Tagged With: Call Center Outsourcing, Call centers, case study, customer service, Customer Service Outsourcing, customer service outsourcing 8211 a case study, following case study, mid-sized web services, Outsourcing, u.s. for

Call Centers – Cutting Waste

July 28, 2010 By Gail Leave a Comment

Six Sigma has proved useful in the service industry as well as in manufacturing. It has been successfully used in areas that were never explored earlier like sales, marketing, call centers etc.

Filed Under: Call Center, Six Sigma Tagged With: call, Call Center, Call centers, call centers 8211 cutting waste, call handling, customer satisfaction, customer satisfaction levels, employee satisfaction, sigma training, Six Sigma

Maximizing Call Center Resource Utilization With Six Sigma

July 26, 2010 By Gail Leave a Comment

Over the years, the Six Sigma quality improvement system has gained greater acceptance and applicability, covering almost all the various business domains that exist today.

Filed Under: Call Center, Six Sigma Tagged With: business process outsourcing, Call Center, Call center operations, Call centers, center resource, center resource utilization, maximizing call center resource utilization with six sigma, resource utilization, Six Sigma, special training sessions

Trusted and Tried Tips to Reduce the Costs of Call Centers

July 26, 2010 By Gail Leave a Comment

Assign team power and responsibilities alike. In failure or success, let them take over. This will help to increase the performance levels across all levels like- quality training, HR, Scheduling.

Filed Under: Best Practices, Call Center Tagged With: assign team power, call, Call Center, Call centers, Call Centers Best Practices, costs investments, inbound call center, outbound call centers, quality training, trusted and tried tips to reduce the costs of call centers

Why Outsource Call Center Services?

July 19, 2010 By Gail Leave a Comment

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 emai

Filed Under: Call Center, Call Center Outsourcing Tagged With: business process outsourcing, Call Center, call center services, Call centers, customer care representatives, customer care services, optimum time management, outsource call center, Outsourced Call Center, why outsource call center services

First Call Resolution and Call Center Improvement

July 18, 2010 By Gail Leave a Comment

Improving first call resolution has been shown to improve other traditional contact center metrics such as customer satisfaction

Filed Under: Best Practices Tagged With: call, Call Center, Call Center First Call Resolution, Call centers, contact center, contact center metrics, fewer incoming calls, first call, First Call Resolution, first call resolution and call center improvement

Achieve Excellence in Call Center Processes and Overcome the Challenges

July 14, 2010 By Gail Leave a Comment

Like any other business, call center outsourcing management go through unique obstacles. Only adept and thoughtful management can apply a unique approach to handle them.

Filed Under: Call Center, Call Center Jobs Tagged With: achieve excellence in call center processes and overcome the challenges, Call Center, Call Center Outsourcing, Call Center Processes, Call centers, center outsourcing management, center processes, large call centers, micro call centers, small call centers