Archive for October, 2012

October 25, 2012 / Business Outsourcing, Customer Satisfaction

Customer Satisfaction: Contact Center’s Lifeline

Customer Satisfaction: Contact Center’s Lifeline

Most of us are familiar with the game show "Who Wants to be a Millionaire" that offered a lifeline to its participants to help them with challenging questions. The concept was for the contestant to contact their wittiest buddy, and see if they could help them in their pursuit to take home $1 million

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October 25, 2012 / BPO Trends, Business Outsourcing, Customer Satisfaction

The  Features of a Highly Effective Outbound Care

The Features of a Highly Effective Outbound Care

Engagement and Customer Retention has been one of the key main concerns for a customer care company. To enhance relationship with customers at range, some contact center companies are switching to interactive voice response (IVR) solutions. However, badly implemented outreach can push away customers

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October 25, 2012 / Business Outsourcing, Professional Development

Proper Recruitment: First Step to Performance Improvement

Proper Recruitment: First Step to Performance Improvement

Having excellent procedures in place is not the only starting point to have good results in your contact center. Appropriate hiring and training team is needed to make sure your staff is ripe for the operations. Seeing job posts such as “College Level or High School Diploma” are very common,

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October 25, 2012 / BPO Trends, Business Outsourcing

CRM Best Practices on Call Centers

CRM Best Practices on Call Centers

Utilizing voice recordings for  Real-time Business Intelligence? Most contact center companies actively capture customer communications, yet this information remains ineffective until it has been examined – a process that can be time-consuming. And most managers have the capacity only to evaluate

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October 12, 2012 / Business Outsourcing, Customer Satisfaction

Call Center VS. Customer Center

Call Center VS. Customer Center

Have you experienced a negative “call center” experience? There are some instances that you call a company with a valid complaint or question, but put on hold several times, often receive a cold, and impersonal response. We later find out that the person taking our calls is unhelpful, and doesn

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October 12, 2012 / BPO Trends, Customer Satisfaction

Is Traditional Customer Service Still Effective?

Is Traditional Customer Service Still Effective?

We may be aware that people are usually dissatisfied with the customer service support they receive from the companies which they do business with. Studies show that most of the people didn’t get the kind of service they think they deserve. Complaints include not being able to find answers on comp

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October 4, 2012 / Customer Satisfaction

5 Essential Facts on Customer Service for Call Centers

5 Essential Facts on Customer Service for Call Centers

Due to vast changes in technology, social media and consumer behavior, only the best businesses can sustain as the customer service expectations continue to arise. Providing best customer service support results to customer’s loyalty and ultimately higher profits. In order to succeed with this

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October 4, 2012 / BPO Trends

Call-Backs vs. Click-to-Call vs. Virtual Queuing

Call-Backs vs. Click-to-Call vs. Virtual Queuing

There are three frequently used terms in improving call center experience namely; call-back, click-to-call and virtual queuing. These terms are closely related and often confusing, so I’m going to explain the differences between them. Call-Backs Of the three terms, this is the easiest to underst

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