3 Luxury Brand Call Center Essentials
Managing call center operations for a luxury brand demands that you hold every component of customer service to a higher standard. Today’s consumers expect fast, precise problem resolution when they dial into a contact center, and according to Retail Doc, patrons of luxury brands are much quicker to take their business elsewhere if they feel […]
6 Factors to Consider When Outsourcing
Outsourcing a call center often raises many questions businesses must answer, including: Who is the best outsourcing contact center to partner with? Where will the outsourced call center team be located? How will an outsourced contact center partner protect my data? How much does outsourcing customer service cost? These are all relevant concerns that need […]
How to Improve the Call Center Customer Experience
When it comes to customer service, quality is the name of the game. Did you know that 70% of customers will spend more money with a company if they have a good customer experience? Or that 32% of customers would stop doing business with a brand they loved if they had just one bad customer […]
KPIs for call centers: 8 critical metrics to track
When it comes to KPIs for your call center, one thing is for sure: less is more. You may not be so convinced. After all, when you’re managing a call center, whether it’s in-house or outsourced, there’s a long list of KPIs (key performance indicators) that you could be measuring. Handle time, CSAT, FCR, abandonment […]
How BPO Call Centers Can Help Your Business
Is your business growing exponentially lately—or do you wish it was? Either way, it might be time to outsource your call center. A BPO call center can provide huge benefits for your business, while also being more cost-effective and freeing up time and resources within your internal team. But finding the right BPO call center […]
What is a multichannel contact center?
Ready to increase customer engagement and satisfaction, reduce average handle time and grow sales? Then it might be time for you to consider a multi-channel contact center for your business. Call centers, contact centers, multi-channel contact centers: there’s a lot of terminology floating around, and it may be difficult to know exactly what services are […]
Onshore, Offshore, Nearshore: Which is Best?
https://youtu.be/Ypox7WqTFuQ Location, location, location. It’s certainly key for your business, but does it matter for your call center? There are a number of various location-based models for call centers, and which is right for you depends on a number of factors. Of course, an in-house call center model keeps your call center literally within your […]
How to Hire a Call Center
Is your in-house team struggling to keep up with customer service calls and inquiries? Are you hoping to enhance your customer experience this year? Do you need to free up internal resources for big business projects and strategic planning? If so, it might be time to outsource customer service to a dedicated call center. Hiring […]
What Is a Call Center? An In-Depth Guide
Call centers are a staple customer service resource for businesses large and small—and demand is growing. In the US alone, there are hundreds of thousands of call center jobs. When you take into account that in 2020 around 60% of consumers stated that they contacted customer service within a month of their purchase, it’s apparent […]
Call Center vs. Contact Center: Which is Best for Your Business?
Did you know that most customers won’t wait on hold for more than two minutes when phoning a business with their concern? Whether you’re selling clothes or cruises, when a customer needs to get in contact with your business, you want the experience to be as frictionless as possible. By allowing your customer to contact […]