Creating a Successful Call Center Culture
Culture is one of the most nebulous aspects of any company or team—but creating a positive one can make or break your employee experience, your customer service, and your bottom line. If creating a successful call center is proving challenging, our team has 40+ years of experience managing call centers and creating successful cultures. In […]
How to Effectively Empower Call Center Agents
There’s a lot of discussion about employee empowerment today, but call center agents are a unique type of employee with unique roles and needs. What does empowerment look like when it comes to their role? Agent empowerment is key for increasing retention and job satisfaction, but it also plays a large role in effective customer […]
Using Call Centers to Improve Customer Retention and Increase Lifetime Value
There’s no business out there who doesn’t want to improve their customer retention and CLV. Focusing on both, or either, of these metrics confer an outsized degree of benefits: increased profits and revenues increased conversions and sales higher levels of word-of-mouth marketing improved NPS and CSAT scores more effective marketing and lower acquisition costs But […]
What are the Advantages of Using Chatbots in Call Center Services?
Are chatbots actually beneficial for call centers, or are they really just a new fad? Though 80% of consumers have interacted with a chatbot at some point, only around 23% of companies are currently using them in their customer service. At some point, call centers will need to take chatbots seriously, considering: Can chatbots speed […]
5 Ways a Contact Center Can Help Improve Customer Retention
Many companies focus primarily on customer acquisition, sometimes at the cost of customer retention. After all, the more customers, the better, right? Wrong. This idea is supported by a number of false premises, such as: customer retention will take care of itself once customers come to my business, they won’t bother looking elsewhere customer retention […]
How Call Centers Can Help Maintain Brand Consistency
Maintaining brand consistency creates many benefits: strengthens customer loyalty and builds trust improves customer experiences and supports retention makes your brand more memorable increases positive brand perception and affinity builds authority and helps your brand stand out from competitors So how do you achieve these benefits for your team? Believe it or not, your call […]
Why Some Businesses Prefer In-House Customer Service Over Call Centers
Customer service is more important than ever—all the data backs this up. Take, for example, recent surveys that show: 78% of customers say customer service is a factor in determining whether or not to shop with a given company 68% of customers will pay more for a product or service if the brand is known […]
6 Reasons to Avoid Hiring a Call Center (and How to Overcome Them)
Everyone’s heard the horror stories: the call center who had a major data breach low quality call centers who hire agents that aren’t fluent in target languages declining service quality after outsourcing increasing outsourcing costs that make scaling or growing your team nearly impossible At the end of the day, are call centers more trouble […]
7 Ways a Call Center Can Save Your Business Money
The data is clear: the majority of companies—59%—outsource some elements of their operations as a cost-saving tactic. But how does outsourcing actually save you money? To some degree, it depends on what you outsource. But one of the most cost-effective outsourcing options is using a call center, as opposed to managing customer service and call […]
9 Benefits of Cloud-Based Call Center Solutions
Considering switching to a cloud-based call center solution? Compared to legacy solutions, or on-premise contact centers, cloud-based solutions make much more sense—and offer a lot more flexibility—for today’s market. Legacy solutions are beginning to encounter all kinds of pain points: difficulty adding new channels to your communications processes inability to update call routing difficulty integrating […]