The benefits of keeping your employee happy and excited are manifold. For instance, their happiness will rub off on your callers, which means more constructive and positive experience for anyone who comes in contact with your call center. Also, happy employees are more stable, which means they will stay with you for a long time to come. Lastly, happy employees are more productive, which invariably has a positive impact on your bottom-line. So why not…
You have a service issue, hence dial a 1-800 number and reach an IVR system. You complete the identification process…
Call centers are popularly known as “electronic sweatshop” and its employees are referred to as “digital slaves.” Every time you…
When you dial a call center for assistance, you always get to hear an automated alert “This call may be recorded for quality or training purposes”. Are the recorded conversations used completely to improve the quality of services? The answer is a ‘no’. This is because, in spite of the visible benefits, only a fraction of these conversations are reviewed on a daily basis. In fact, this small fraction is essentially unrepresentative of the total…
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