Top 5 Telephone Etiquette Tips for Call Centers

Call center agents are often referred to as the ‘face of the company’ because they are the first and may be the company’s only point of contact with their customers. A customer’s loyalty is often established on each positive interaction that they have with an agent. Thus, observing telephone etiquette in call centers can help…

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…

Possible Factors that Affect Poor Delivery in Call Centers

Customers nowadays affect the world of customer service in many ways; they utilize more communication platforms, take their business elsewhere after experiencing poor delivery and some even take steps to avenge themselves online. So what’s the reason behind an agent’s poor performance? Is the training provided not enough? The following are common factors that affect…

How Call Center Agents Can Go Through the Gatekeeper

How to Effectively Pass Through the Gatekeeper For years, call center agents have tried tricky maneuvers to get through the “gatekeeper” when cold calling businesses. Some would even go as far by saying, “He’s expecting my call” or, “It’s personal” when it isn’t true. Not only have these tactics alarmed secretaries to screen more thoroughly, the majority of…