Welcome to our blog! Here we share insider tips and tricks to successful call center managment. In over thirty years in the call center industry, we’ve learned a thing or two and found the best knowledge is that which is shared.
Please contact us if you’d like more information about any of the topics here, or would like more information on how we can support your call center needs.
In customer service, communication isn't just about having your ears open. It's about understanding people and their point of view. It's about recognizing that customers need and deserve to be treated with care. Every customer wants to feel that their input and their business matter to your company. Regardless of the industry, active listening and [...]
Telemarketing is a $24 billion industry powered by local and national firms that employ nearly 200,000 representatives, according to the Bureau of Labor Statistics. Most telemarketing firms appear to offer the same services, yet some companies tower above the rest. If you're interested in changing providers, here are five things to consider before making the [...]
Too often, customer service is cast in a negative light, but there's another side to this coin. Studies repeatedly show that customer inquiries and disputes can actually improve your business reputation and grow your revenue. When handled with care, disgruntled customers have the potential to become your brand's most loyal followers. Increasing Brand Loyalty With [...]
Making the Best of a Bad Situation: How Customer Support Can Turn Returns into a Positive Customer Experience
Product returns can be a costly part of doing business. Each return needs to be handled in a way that makes the customer feel they’re being taken care of. In fact, how your company manages returns can be almost as important as making the sale in the first place. Many times, it’s the customer support [...]
January 15-18, 2019, in Nashville, TN
Your return on investment (ROI) calculation indicates the level of success your organization experiences through its outsourced call center solution. ROI is calculated using two key numbers: how much you’re paying or investing and how much you’re receiving or earning. Perform this ROI calculation to see just how effective outsourcing can be as well as [...]