Now more than ever, patients in the medical field have options. With Google at their fingertips, these tech-savvy individuals are participants as much as customers. This is why many medical institutions have deployed a medical call center to ensure a positive experience, even when patients are dealing with serious and stressful medical conditions. However, setting […]
,According to research by Avaya Research global business process and call center outsourcing has been growing at over 10% a year since 2005. That means that the outsourcing industry has seen double-digit growth for more than a decade! This is an almost unprecendented level of growth in a business that was mostly flat until the […]
This is a guest post from Carolyn Blunt, Managing Director at Real Results, a contact center training consultancy company. Real Results Training Consultancy operates in the world of Service Desks, Contact Centres and Customer Services, designing both front line and leadership programmes and huge culture change programmes. You can also find Carolyn’s writings at Call […]
What is Interactive Voice Response? Interactive Voice Response (IVR) is an automated telephony system technology that interacts with the callers, gathers the required information and routes the calls to the particular appropriate recipient. With modern, sophisticated IVR systems, you can gather the input and responses through spoken words with the voice recognition. Conversations are either […]
They say you can’t manage what you don’t measure. Knowing what and how to measure is particularly true in a call center, where key performance indicators such as first call resolution, customer satisfaction, cost per call, etc are a prerequisite for effective decision-making. Yet few call centers use KPI’s to their full potential. In short, […]
Call center hiring is tougher than it looks. Ideally, new hires will have a skill set including: Intuitive communication and social skills A team-first mentality A strong sense of working autonomy The ability to task-switch in a fast-paced environment Rapid and on-the-go learning skills But this is just the beginning. Successful call center hiring requires […]
We all know that good customer experiences are key to reducing churn and maintaining a healthy and thriving business in the modern age. Regardless of if you’re using an in-house support team, or a contact center location, it’s vital to be able to track your metrics. But how do you maintain a high level of […]
Phone behaviour can be tricky. Proper telephone etiquette enhances customer support and service excellence that can greatly benefit your company. A good way to ensure that a customer can call any department within your company, in any city, on any day, and be dealt with in the best way possible. Customers love consistency, and they […]
Customers expectations for service are always increasing and call center training is a crucial part of the puzzle. Improving performance management and training best practices in the call center is key to keeping your customers happy. “Make sure that everyone who talks to customers on the phone, or answers the business line, is trained,” says […]
The phone system for modern business
