The Contact Center Blog - Read, Learn, Engage

How to Exceed Customer Expectations with Proactive Customer Service

Proactive customer service is all about anticipating the needs of the customer and fulfilling them proactively. It is also about taking care of customer issues proactively rather than reactively.

An example of proactive customer service - if a customer's order is delayed, then calling that customer and letting him/her know that the product will be delivered 1-2 days late, rather than the customer calling the contact center to check why he/she did not receive the product on the due date.

Topics: Customer Service customer experience

Wrap-Up Codes - The Key Benefits and a Few Tips to Get the Best Out of them

In a contact center, it is very important to record what happened during a call, any important information provided by the customer, the steps that were taken to resolve the issue, if the issue was not resolved on the call, then what are the next steps, and so on. It is also important that the agents record all this information as briefly as possible so that he/she does not spend too much time in the 'not ready' status. For the next agent who takes the call from the same customer, he/she should be able to understand whatever happened in the previous interactions as well, and that too at a glance or so.

Topics: Call Center Software

Compliance Issues and Legal Implications around Call Recording

Contact centers are all about customer service. In many cases, it is preferred over cost savings and increasing sales. That’s why contact centers keep finding new ways to ease the service process and improve customer satisfaction. One of the ways they can achieve this is through call recording.

Topics: Customer Service Call Center Management

Incremental Revenue (Value) Analysis to Calculate the Value of each Contact Center Agent

Incremental Revenue (Value) Analysis is a decision-making process used for determining the value of each contact center agent. Its primary focus is to determine the optimal cost of retaining or letting go of an agent. Incremental revenue (value) analysis is the simplest way to solve complex business challenges by choosing between the solutions currently available and their alternatives.

Topics: Call Center Agents Call Center Software Call Center Management

Turret - One of the Most Baffling Jargons Used In Call Centers

Jargons are special words or terms, which are used in a set context. It is well understood by those who fit into the context and can be confusing to those who do not.

In a social conversation, excessive use of jargons makes the user come across as ignorant (if it is used incorrectly or out of context), or arrogant (if it is used excessively). However, it is natural to use them almost every day in call centers, mainly because the primary job deals with a number of technical and IT-related tasks which necessitate the use of these terms.

Topics: Call Center Management Call Center Training

5 Practical Tips to Make Your After-Call Work Quicker and More Efficient

It is a well known fact that one of the most important metrics or parameters based on which performance of a call center and its workforce is decided is - the average handling time of a call.

Now, an average handling time of a call center can be defined as follows:

Average handling Time (AHT) = (Total talk time+ Total hold time + Total time spent in wrapping up calls)/(the number of calls received). The hold time also includes the time spent by a caller in the call queue.

This blog aims to discuss steps that would help reduce the time spent on after-call work or wrap up work on a call.

Topics: Call Center Agents Call Center Management Call Center Training

3 Best Practices while Moving your Business to the Cloud

In today’s fiercely competitive customer service business, cost and resilience are two factors that stand out as the ones that decide the fate of a contact center. After the worst financial recession of the 21st century shook the world, a number of contact centers moved to the cloud on a pilot basis to reduce costs. They soon realized that there were many benefits contact centers could enjoy in the cloud over and above lower running costs that could make them more competitive and adaptive.

Topics: Cloud Technology

The Blended Universal Queue System in a Contact Center

With a plethora of point of contacts available to the typical customer in reaching out to various businesses, it is becoming increasingly arduous for the latter to handle the diversity effectively. There are several ways in which a customer can contact you, such as web chats, calls, and so on to address their concerns. In order to manage these varieties of contact channels, a new technology termed as universal queue system has been developed, which aims at considerably enhancing the user experience.

Topics: Call Center Software

Why Is SIP Protocol More Suitable for Most Contact Centers than TDM Protocol

The contact center business is going through a phase of rapid transformation. This is the age of digitization, and communication is safest and most reliable when it can be broken down into small packets of data. If data is dispatched over IP networks, there is little chance of loss of data, and IP phone also allow data and voice calls to move through the same conduit.

To be fair to Time-division multiplexing (TDM) however, one must concede that this mode of data transmission also has some advantages which is why it has been in use in contact centers for more than 4 decades. However, when TDM protocol was invented, there was no concept of internet and different data centers were not hyper-connected in a non-linear formation. Speed was also not the most important criteria.

Topics: Call Center Software Call Center Management

The 5 Different Types of Dialer for Handling all Situations in Contact Centers

A dialer is an electronic device that is used to monitor the numbers dialed from a telephone, and alter them to provide services that would otherwise require long international and national access codes. It is typically connected to a telephone line. The telephone numbers are inserted and modified automatically by the dialer depending on the country, the time of the day, or the area code dialed.

For instance, a dialer could be programmed to use the service of one service provider for cellular calls, and another for international calls. Most of the contact center software are integrated with a dialer which is a computer program. There are a number of dialing modes, and these are programmed in a contact center depending on how the call is placed.

Topics: Predictive Dialer Power Dialer

Calling Line Identity Localization and How it can be Used to Increase Contact Rates


Calling Line Identity (CLI) is a phone service available in digital and analog phone systems. It is available in many of the VoIP (Voice over Internet Protocol) applications as well. The service transmits the telephone number of the caller to the call-receiving party's telephone equipment when the call is being set up or during the ringing signal. It is done before the call is answered. The caller ID will also display the name of the caller associated with the number if it is pre-programmed. A contact center software can display the information on your computer screen as well.

The process of presenting a localized CLI to the callee is termed as CLI localization. Various organizations, including contact centers, insurance companies, and debt collectors, use it to increase their contact rate.

Topics: Call Center Software

How 'Fast Clear Down' can Impact Call Center Metrics


Fast Clear Down or FCD refers to the situation when a customer calling the contact center, upon hearing a delay announcement via the IVR, hangs up the call immediately. They are not ready to wait even a minute or two. FCDs impact the call center metrics very negatively. The only way to avoid FCD is to reduce the average waiting time or the 'average time in queue' as much as possible. Average time in queue is the average amount of time a customer waits in a call center queue, from the moment they enter the queue, in order to get his/her call answered by an agent. It is a very important call center KPI (Key Performance Indicator). It is the endeavor of every call center manager to keep the average-time-in-queue as low as possible.

Topics: Call Center Training

3 Factors to Consider Other Than Cost Before Moving Contact Centers to Cloud


Although cost efficiency could be one of the primary reasons for moving your contact center to the cloud i.e. adopting cloud-based applications, it is certainly not the only benefit that you would derive by doing so. A lot of experts and members of a company management take a short term, myopic view as a result of which they can miss out on all the other wonderful opportunities that await them for transforming their on-premise contact centers to cloud-based ones.

Topics: Cloud Technology Call Center Management

8 Ways in Which You Can Make Your Contact Center Wallboard More Efficient


A contact center is completely dependent on the performance of its agents and employees. Since the work rate and speed of a contact center is time sensitive, it is important that vital metrics are measured on a continuous basis to assess the performance of a contact center as a whole, a group of agents or an individual. Contact center managers can gain a lot of insight from these vital statistics and make real time changes in strategies or give essential tips or instructions to agents to help them optimize their performance.
Topics: Call Center Agents Call Center Management

Importance of Co-Browsing In Customer Service


Collaborative browsing or co-browsing allows two or more people to browse various web pages together. It has a high level of involvement in the customer service sector. A contact center agent can access the web browser on the customer or caller’s digital device and guide them to perform a particular action. It improves customer experience as it is a form of hands-on trainingand empowers the customer to solve a similar problem in the future through self-service. It also allows the contact center to gather a vast amount of useful information about the customer.

Topics: Customer Service Call Center Software

How To Reduce Agent Wrap-Up Time And How Will It Help To Improve ROI?


One of the best ways to bring down the average handling time of your call center is by reducing the wrap-up times of calls. With proper training and technology, it is achievable and can bring immediate benefits to the call center through cost savings as well as improvement in the performance of agents. Agents will also get more time to receive more inbound calls or make more outbound calls.

Topics: Call Center Software