What is After Call Work in a Call Center?

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, […]

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 […]

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 […]

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.