Call centers are crazy places with so many moving parts influencing all the different measures of success. It doesn’t how well you manage to get your call center to run, there will be endless comments about how your not doing this and that, or how someone was ‘unfairly’ treated. Having internal performance indicators you can…
In part one of this series, we covered seven simple ways you can reduce the average handle time in a call center. The fun part is, none of them take weeks to introduce. You can work on improving the average time right away. With that said, here’s a few more to take action on. 1.Using…
Customers dislike talking on phones as it is thanks to the evolution of smart phones and text messages. What makes customers dislike call centers even more is having to spend more time on the phone than necessary. For call centers, this is known as the handle time. The definition of Average Handle Time (AHT) is:…
Computer telephony integration (CTI) is technology that helps coordinates information between telephones and computers to enable efficiency. Having efficiency is great, but rather than just hearing big words like computer telephony integration, it pays to know a little bit about what it actually does. Customer Information Is All Contained In One Database When a customer…
Virtual home offices are becoming more and more common nowadays. If people can be just as productive, if not more so, working from home there is plenty of upside to letting them work from home full time. Depending on the role, this could become a location independent role in that they work from wherever they…
Outsourcing your customer service offshore is a common strategic move these days. Depending on the size of your business you can get everything set up in a day! Pretty incredible stuff, but realistically, to do this well you’ll need to make plans months in advance and then go through the transition phase slowly with the…
Communication equipment and networks are more advanced than ever. Which is all the more reason that you deserve the best system possible. Four communication problems you should never have to deal with are: Downtime That Leads to a Decrease in Work Efficiency Your communications system should always be up and running. There should never be…
Not being able to effectively communicate with your clients and customers can lead to big problems. As a business owner, you want to do everything you can to find and then fix communications problems—quickly. Five common problems that QTS can easily solve are: Outdated Equipment that Causes a Gap in Communication You want there to…
We live in a complicated world. Yet some things never change—in business, the customer is always number one. Which is why you need your team to be operating at peak level when it comes to customer service communications. Two tips to improve your team’s customer service communications are: Provide Your Team with the Equipment and…
Headsets are a hot item in the communication systems world. And for good reason. They help businesses effectively communicate with co-workers and customers by: Increasing Productivity While Communicating A headset allows workers to use their hands while communicating. Taking notes, using the computer, and flipping through folders are all made easy. Increased communication effectiveness and…