The Contact Center Blog - Read, Learn, Engage

Look out! Low Call Center Turnover could be a Warning Sign

Generally, a low employee turnover in any organization would mean that employees are productive and don’t want to leave your organization in search of greener pastures. While part of this is true, considering the recession that has affected the entire world, the low call center turnover rate is more because of the non-availability of jobs elsewhere rather than their loyalty to the organization!

Yes, that’s one major reason for the low call center turnover in recent times.

Topics: Call Center Agents Call Center Management

7 Immediate Ways Real-Time Monitoring Make Call Centers Better

Real-time information helps every business to function smoothly. When you have information on the current state of your organization - especially on the sales front, you can get a better grip on your business. This helps to monitor and control the day to day activities more efficiently.

When you can manage the daily operations better, over a period of 3-4 months, you will find that the productivity has gone up considerably. It becomes all the more critical when you can implement real-time monitoring at call centers.

Topics: Call Center Agents Call Center Software Call Center Management

6 Effective Tips to Identify Call Center Burnout

Call centers signify high-pressure work environments. Employees working in call centers are almost always under pressure to optimize performance and meet their targets. This often results in employee burnout, which directly impacts the customer service quality and workplace satisfaction.

Therefore, Call center managers must be on the lookout for symptoms of burnout in the best interest of the company and the employees. However first, let us understand the phenomenon of burnout.

Topics: Call Center Agents Call Center Management

7 Tips to Combat Stress in a Call Center Environment

Stress within a call center environment is an undeniable reality. More often than not, call center employees face stress that is multifaceted and difficult to handle. The high-intensity work environment combined with ambitious performance targets and conflicting role requirements -presents varied challenges to employees and leaves them drained.

Topics: Call Center Agents Call Center Management

Call Center KPIs – 7 Metrics Worth Tracking for Your Business

With present day technological capabilities, and the explosion of applicable data science in the reporting systems, tons of data is present at one’s disposal. Many a time, the relevant data is hidden in the maze of insights derived from less significant metrics. Such information is of little help to improve the business.

Topics: Call Center Agents Call Center Management

Why Do We Love Contact Centers?

Ever thought of a nightmare where you buy a product or sign up for a service and it utterly doesn’t live upto your expectations, and you have no means of reaching out to the vendor or the supplier?

What would you do if you had no contact center or support number that is provided along with the product? Who would you call/message/complaint? How would you return the product or know the procedure for returning it, when you have nothing over your email or there’s no option for a chat support? Yes, it would be a nightmare.

Topics: Call Center Agents Call Center Management Call Center Training

Proven Ways to Analyze Average Handle Time for Contact Centers

Commonly referred to as AHT, Average handle time is the recorded average amount of time (measured in minutes), required for your contact center agents to work on each individual case.

It is usually recorded for the purpose of understanding the amount of time your team generally requires to comprehend and analyze an issue customers might have. Thus, it provides an insight into the efficiency and skill sets of your customer service department.

Topics: Call Center Agents Call Center Management customer experience

Why Building a Positive Call Center is Vital for your Business

A positive environment and ambience in a call center are a real deal. Customer is the sole entity in the call center world, so it is very important that a positive atmosphere should be created in the call center for the agents to work with full efficiency for providing supreme service.

Topics: Call Center Agents Call Center Management

5 Must Have Customer Service Skills for Contact Center Agents

For any business, great customer service is indispensable to slide ahead of the competition. At the heart of exemplary customer service is the interaction between contact center agents and the customers.

The quality of service received by a customer defines the customer’s experience. Entrusted with the challenging task of providing a pleasant experience to customers during every interaction, contact center agents can make all the difference between an average customer support and a fantastic one.

Topics: Customer Service Call Center Agents

5 Most Common Call Center Agent Problems and How to Solve them

Top class customer service is one of the cornerstones to build a successful business. Call centers appear at the front line of providing customer services. However, often a number of factors stand between a call center and its goal of optimum service provision.

While there are several issues that can bog down a call center and impact its efficiency and output, 5 common problems stand out. By overcoming these issues, businesses can effectively chart out their route towards improving customer experiences.

Topics: Call Center Agents Call Center Management