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Technology has had a profound effect on consumers’ buying habits. This new world has encouraged growth in online retailers. Anyone who’s recently bought from online retailers knows that new innovations have made the shopping experience more convenient and efficient. But these changes have also affected buyers’ expectations. They get impatient if a transaction takes too… Continue reading How call center technology is improving customer care

When you think about outsourcing a call center, you may think about the stereotypical offshore operator answering the phone for your customers. For that reason, many people automatically write off outsourcing.

  You’re keenly aware of just how important accounts receivable is for your business, and you know how difficult it can be as well. While you hope most of your customers pay on time, without any difficulty, there’s always going to be those customers you need to chase down for payment. With the recent impacts… Continue reading What is skip tracing?

  The current challenges facing the global economy and society at large during this global pandemic, will increase the challenges for new graduates entering the job market. Competition for skilled positions will be fierce and companies will be struggling to spend on hiring. In the face of these obstacles, past graduates have sought positions in… Continue reading Why recent grads should consider a call center job

  A credit policy is the cornerstone of a good accounts receivable management process. Creating one isn’t always easy, though. It takes time, thought, and effort to devise a truly effective credit policy. And it’ll take a while longer to implement it within your company. Download our Case Study to see how we help clients… Continue reading How to create and implement an effective credit policy

  Some people have declared the call center dated. That’s technically untrue—the call center is alive and kicking. There have been so many changes and innovations that today’s call center is hardly recognizable from those of the past.

  A happy shopper is more likely to become a repeat shopper. Do you know how to make your buyers happy? Probably not, if you think your customer service efforts end at the checkout stage, at least. Your clients will probably want to contact you at some point. Whether they need help with your product… Continue reading What do call center outsourcing companies do?

You’ve no doubt heard the word “attrition.” It’s a commonly used metric in most customer service departments. If you’ve gone shopping for call center services, you’ve probably asked about it yourself. Download our whitepaper to learn which call center metrics to prioritize You likely worry about it because turnover affects your bottom line, the cost… Continue reading Facts and stats about attrition

  Last week we talked about some of the issues with using an attrition rate as a metric for employee engagement and success. We also looked at the first root cause of a high turnover, hiring the wrong person. Today we look at the next root cause: falling short in your training process. Many new… Continue reading The root causes of high attrition: Cause 2 – Not training your people

Besides handling customer complaints, customer service builds long-term relationships and transforms first-time users into loyal customers. Call centers can make informed decisions that boost revenue when supported by such tools. There are call center customer requirements to cater to get the essential CX. Source: Aimultiple In this blog, we focus on the seven most crucial CX… Continue reading Most significant customer experience KPIs for call centers