There is a lot more to working in a call center than simply picking up a phone. After call work (ACW) is every bit as important as the calls themselves, but what exactly is ACW? After call work involves everything the operator does once the call has ended. Typically, in order to maintain peak efficiency, […]
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What is Average Handle Time in a Call Center?
In the industry of the modern day call center, there are a lot of buzz terms and metrics in order to gauge effectiveness and handle performance. As the industry becomes more and more competitive it’s important to stay on top of these terms and understand their meaning, value and how to improve upon them. Average […]
4 Reasons Why Outsourcing A Call Center Can Work For Your Business
Outsourcing your company’s incoming traffic to a call center services company can dramatically increase productivity, lower running costs and help to grow your business. If you’re considering doing so here are just a few reasons it can really help. Leave It To The Experts When you outsource to a call center services company you are […]
Why You Should Outsource To A Bilingual Call Center
Since the dawn of the digital age, the world has never been closer together. We have truly come together as one global nation and so it’s more important than ever that your business speaks the right language. With the whole world at your feet, why would you want to leave any potential customer out? Outsourcing […]
Why Good Customer Service Should Be A Priority For Your Small Business
There is a saying amongst many business owners that 1 happy customer is worth 7 or 8 new sales. Meaning that just 1 sale that results in the customer being satisfied enough to recommend the service and come back again is the best marketing you could ever buy. How do you make sure you’re providing […]
3 Ways to Future-proof Your Call Center
The need to future-proof your call center is a necessity given the scale at which technology has been developing. The internet has made it possible for customers to independently learn more about products and services, which, in turn, means that they know what they want and are more demanding about it. Given the ever-evolving nature […]
5 Important Performance Metrics that an Inbound Call Center Should Be Tracking
Modern technology has made it relatively easy for Call Center Managers to determine how well the call center is doing in terms of performance, measurement as well as tracking. However, sifting through the amount of information that’s available can be an overwhelming experience. Reviewing every single metric that’s available is not a very productive use […]
Does a Call Center Need CRM and CTI Capability and Customization?
For a call center to run at optimal performance, it must employ all of the tools and technologies available. Two of the most important technologies include CRM (customer relationship management) and CTI (computer telephony integration). Let’s take a look at some of the many benefits these integrations can have for contact center solutions. Streamlined call […]
Attention: e-Commerce Business Owners! Here’s why you Need a Malay Call Center
When it comes to shopping, Malaysians are upping their game. In fact, 91% of internet users say they have shopped online for an average of $2000+ per person per year in online spending. Furthermore, Malaysia’s e-commerce spending is expected to double from $1.30 billion in 2015 to $2.44 billion as early as next year. If […]
Philippines Call Center vs. India – Which Should You Choose?
There was a time, even as recently as just a few years ago, when India cornered the market on outsourced call center services. The Philippines has since taken over as call center capital of the world, and for many valid reasons. If you’re considering whether to outsource your customer service, sales or tech support to […]
Benefits of a Spanish Call Center
According to the Instituto Cervantes research center, there are now an estimated 52.6 million people in the US alone who speak Spanish. Furthermore, the US Census Office predicts that the US will have an estimated 138 million Spanish speakers by the year 2050, making it the biggest Spanish-speaking nation on Earth. This is just one […]
How to Increase Sales by Hiring a Multilingual Call Center
The moment you decide to expand your business, you have to take into consideration the benefits you can obtain by hiring a Multilingual Call Center. This is a more important factor when you start your company on a global scale. The language barrier can be easily avoided with the help of an experienced multilingual call […]
How Can a Multilingual Call Center Make a Difference?
There are many ways in which you can push your business to the next level, and one of the most efficient is by using a multilingual call center. This is especially important if you want to expand your business to the foreign markets and compete globally. Of course, this is not easy, but this step is essential for overcoming language barriers. You just have to be aware that you can provide the best service only if you understand what your customers really want and what they expect.
