Call centers are popularly known as “electronic sweatshop” and its employees are referred to as “digital slaves.” Every time you put up with a scripted call from a customer service representative, you get an inkling of the repetitive and staid…
For years marketers and sales staff have been using cold calling as a way to drive sales. However, as customers become increasingly demanding and harder to reach, the old ways of trying to connect with customers is no longer as…
The count of outsourced call center service providers in North America alone stands to be at 5000. Add to this the figure of the number of outsourced call center service providers in the world and the figure, needless to say,…
Research has revealed by offering mints to the customers along with the bill, waiters can augment tips by more than 24%. Do you know why? Of course, it is not the mint that is motivating the customer to give better…
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…
Providing proper customer service has always been a challenging job for any call center. While on the one hand, there is an imperative need to satisfy the customer, on the other, there is a pressing need to bring operations costs…
It is no secret that customers, in general, like to avoid any kind of interactions with customer service representatives over the phone. A few even fringe at the thought that they have interact with a rep to wade through the…
What is the worst nightmare that haunts every business leader? No, it is not the changing regulations or telecommunications outages that send shiver down the spine of these individuals; rather it is the security breaches that compromise their assets. Yes,…
The task of a call center can be challenging at the best of times and it can be worse when you are interacting with people from diverse cultural backgrounds. But that does not mean that you can’t effectively carry out…
Live call monitoring is viewed by many as micromanagement. When viewed in this sense, people might argue that it can essentially be counterproductive in their attempt to improve processes. The reality, however, is that this is one of the most…
