Top 5 Call Center Metrics to Look Out For

A call center operates in a very stressful environment; tens to thousands of calls need to be managed every hour whilst maintaining quality customer service. The success of a BPO company depends on how its call center metrics is measured and monitored – this includes call volume, call resolution rate, rate of service level and…

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Business to Business Marketing

Business to business refers to a business transaction conducted between two companies; this is in contrast to business to consumer where the transaction happens between a company and an individual. BtoB typically occurs under the following circumstances: The company is sourcing materials for their production process The company needs to outsource some of their business’…

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All About At Home Agents

What is an At Home Agent? At home agents have the same job description as agents who work in a call center; the only significant difference is that they work solely from home. There may also be variations on their everyday tasks because they do not have an office space and their only way to…

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Training the Trainer

‘Teaching should be such that what is offered is perceived as a valuable gift and not as a hard duty.’ – Albert Einstein Many highly skilled individuals in their particular field or industry have a difficult time imparting their skills and knowledge to other people; not everyone possesses the ‘gift of teaching’ and not everyone…

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What is In-House Call Center?

An in-house call center handles the company’s own customer service and marketing instead of outsourcing it to a third party provider. Several businesses today have moved away from outsourced call centers and created their own contact center within the organization. There are many possible reasons behind why businesses have opted for an in-house call center…

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Top 3 Tips to Reduce Customer Frustration

The success of your business strongly depends on your customers’ loyalty; if your customers are unhappy with your product or service, they fail to become advocates of your business and can cause serious damage to your business image. Reduce customer frustration by building a strong customer service; call centers can effectively increase customer retention by…

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Call Center Scripting Do’s and Don’ts

Customers appreciate talking with agents who do not sound like they are reading from a script; many customers have expressed their dismay every time they speak with a ‘robot’ agent. While scripting is still observed among many call centers around the world, there are techniques that can prevent the conversation from sounding stilted. Get these…

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Useful Tips On Voice Inflection

Voice inflection is a term used to refer to the tone of voice when speaking; it includes the volume, tone, pitch and pace at which you utter your words. As a telemarketer, your most powerful tool is the way you speak. It can help keep your customers interested and engaged throughout the call or the…

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Telemarketing Pros and Cons

Telemarketing is not an easy profession; doing cold calls and handling rejection can cause high stress and tension to agents. However, it is an important tool used to market the products and services of many businesses. It is very helpful to learn what works and what doesn’t to experience telemarketing success. You can use the…

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Powerful Marketing Tips for Businesses

Every business owner comes to that point wherein they seem to hit a ‘wall’ that blocks their creative marketing juices; they sit down and try to focus on creating their next brilliant marketing idea, but nothing comes to mind. If this happens to you, don’t worry… it’s normal. All you need is a little help…

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