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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Top 5 Benefits of Project Management

What is Project Management? It is the process and activity of planning, organizing, motivating and controlling resources, procedures and protocols to reach specific goals either in scientific or daily situations. Everyone involved in the process will reap from the benefits of a successful project management – from the manager all the way to the client.…

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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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Tips to Making Successful Sales Calls

Making successful sales calls is never easy. It’s always nerve-wrecking presenting to total strangers over the phone, especially if it’s your first time. However, you just need to face it; you are a salesperson and you will need to go out of your comfort zone – pick up the phone and obtain your objectives and…

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Tips for Proper Workforce Management

Workforce management plays a crucial role in the success of a company because it involves taking steps to maximize the potential of each employee. When your employees feel uninspired to work, their productivity is affected. You have to keep them motivated so that they can be assets for your business instead of bringing it downhill.…

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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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Reasons Why Telemarketing Programs Fail

Kathy Sisk Enterprises Inc. has been involved in the Call Center industry for over 39 years. I have had my hands in every conceivable aspect of call center operations from A to Z. Through the years we have seen a lot call centers come and go and changes in laws and technologies. As a consultant…

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Quality Assurance Tips for Call Centers

An excellent quality assurance team on board is the cornerstone of any successful call center company. If you want to improve your customers’ experience, you may start with enhancing your customers’ interactions with your agents. Optimizing the best quality assurance practices may help increase your employees’ efficiency and cut down wasteful spending for your business.…

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Qualities of a Good Call Center

Outsourcing some areas of the business is an option that most companies do today. To become successful in your industry, you can’t be in all places at once. Your company will eventually pay the price if you try to handle everything. Entrusting the responsibility to an outsourcer or a call center is a difficult thing…

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