Benefits of Call Blending

What is Call Blending? Call blending is a technologically created system that has the ability to make outbound calls while being able to receive inbound calls too. Old telephone systems utilized in call centers require the agents to enter a code to activate either of the two call functions – inbound or outbound. Without call…

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Dealing with Irate Customers in Call Centers

‘Customers don’t call with compliments, they call with complaints.’ – Mike Aoki Customer service agents should get used to dealing with irate customers because that’s their main job – to help customers with their problems. If you get a call from someone who sounds angry, do not despair; do not be threatened by the customer’s…

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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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Advantages of Using VoIP Telephony for Call Centers

The deployment of VoIP telephony in numerous organizations has resulted positively; it eliminated the high costs for long-distance calls and generally lowered the cost of doing business. Companies who have taken advantage of VoIP have experienced more than just saving money they have become more flexible! VoIP telephony system allows businesses to configure their phone…

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Outsourcing Roles and Responsibilities

An outsourcer is defined by Merriam Webster as a company that procures some of its goods or services from usually smaller specialized companies; a specialized company that provides goods or services to a usually larger company. An outsourcing company provides services to various businesses by assuming either whole or part of a client’s company processes.…

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Choosing the Best Outsourcing Partner

Choosing the best outsourcing partner is one of the most challenging tasks that BPO companies face today. Outsourcing your company’s services is a big risk because if your outsourcer partner makes an unwise move, your whole business can go downhill. Furthermore, if your relationship with the provider turns sour, other problems may arise such as…

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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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Advantages of Call Handling Software

Call handling software is a great investment for any contact center. In fact, it has come a long way through the years and is becoming an important part of the BPO industry.  It offers practical solutions to your call needs and adds professionalism to your existing telephone service. What is a Call Handling Software? This…

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Pay-Per-Performance for Call Center Business

Although the call center industry is continuously growing through the years, insurmountable problems are plaguing its managers. Qualified agents are difficult to scout these days especially when cost-based competition is getting tight. Companies simply cannot pay their employees high paychecks because it is not cost-efficient; but pay-per-performance can sometimes do the trick! Some companies are…

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