Most people have their own misconceptions about customer support call centers and the people who work these positions. Often their misconceptions stem from misinformation like “Read it on Facebook so it must be true.” A call center agent’s primary job is to resolve calls as fast as they can. While agents may be encouraged to resolve [...]
Customers want three specific things when they call an answering service and customer support contact center: To speak with an experienced customer service agent. To speak with an agent that is personable, friendly, and engaging. To have their problems solved quickly. In order to provide these three things, you need to properly train your contact center [...]
When speaking to people on the phone at a call center, there are certain phrases you will want to avoid using. These phrases can quickly change the narrative of the call and show a lack of exceptional customer service. Did you visit our website? Always assume the caller already visited the website prior to their call. [...]
Call center agents are your company’s front line when it comes to customers and potential customers calling your business. The impression your agents make over the phone can greatly influence people’s impressions about your business. If they give the wrong impression, you could risk losing a long-time customer or discovering a horrible review online later. Providing [...]
Key performance indicators (KPI) are essential metrics used in call centers to evaluate the overall success of the company. A call center KPI list features various metrics that are used to measure the performance of the company as a whole, specific departments or teams, or individual telephone support agents. KPIs help companies make important decisions, including: [...]
