If you’re a health insurance company dealing with a global pandemic like COVID-19, you may be experiencing higher call volume to your call center at this time. There are likely to be thousands or even tens of thousands of people calling to ask about your company’s specific benefits and coverage policies, especially as they pertain to telehealth services or home health visits, during the coronavirus.
Whether you’re taking precautions due to pandemics like COVID-19 or natural disasters such as tornadoes, hurricanes and blizzards, it is crucial to have a thorough disaster recovery plan prepared for your call center.
Your facility could experience outages that last for weeks. During that time, your business could lose thousands of calls, amounting to tens of thousands of dollars in lost revenue. One hour of a power outage can cost businesses between hundreds of thousands or even millions of dollars in revenue.
Topics: Call Center Operations
Call recording is an ideal solution for contact centers to improve both training approaches and customer satisfaction levels. It can be used to create training materials based on actual calls that have transpired in the center, as well as to train individual agents based on their own unique strengths and weaknesses. It can also help to create goals that can be used to improve overall agent performance and work toward improving the customer experience. These are just some of the reasons call recording is so widely employed in call centers around the world today.
However, there are laws that govern the use of recording technology. Understanding call recording laws and their place in the world of the call center will help you make your facility its best - all while staying well within the law.
Today’s most successful companies focus a lot on brand experience. This is a combination of user experience with brand-specific products and services, as well as the delivery on the brand promise. A brand promise is simply the way a company boasts that users will feel or experiences that they will have while using their products or enjoying their services.
Brand experience isn’t always something grandiose. When you hear the word “experience”, you may think of a custom-tailored approach to service, but sometimes a good experience is as simple as having your interaction with a company go quickly and smoothly. Sometimes, delivering on that kind of promise is more than enough to delight a consumer.
April fifteenth is just around the corner. Is your contact center ready?
This is the question on many minds of call center managers as they work toward readying their staff and their center for the often-dreaded tax deadline. This year, though, that deadline doesn’t have to spell doom - or even stress - for your center. Prepare your call center for tax time with these tips and be ready when Uncle Sam asks for their cut.
What happens when this virus hits those who work in densely populated facilities like your call center? Not only is it a public health hazard to continue operations as normal during these times, but it can also spell disaster if your company doesn’t have a workable disaster recovery strategy in place.
This year, your call center disaster recovery strategy may be more important than ever. In early 2020, a prolific virus known as the novel coronavirus - or COVID-19 - began spreading from its origin site in the Wuhan Province of China to other nearby areas. Travelers to China began carrying the virus elsewhere, and within two months’ time, it has come into the worldwide news as a pandemic threat.
Here, we’ll give you a few pointers for ensuring your center is prepared for any kind of disaster - including a worldwide viral outbreak - and how to keep it from impacting operations in your facility.
Topics: Call Center Operations
What is the formula for a good call center service level? Many experts would argue that there isn’t one standard equation that fits every scenario, and they’re right; your facility is as unique as the agents who comprise your team and the consumers you serve. However, there is a formula that many successful centers use to create a successful plan for rendering service at their best possible level - and your center could likely make great use of it, too.
The 80/20 rule - breaking down to 80% of call or more being answered within 20 seconds or less - is a great start for building a successful call center. Why? Because consumers today want their concerns addressed quickly. If you’re shooting for a solid service level, there’s no better start than with the golden rule of 80/20. Here’s more about why:
Topics: Call Center Operations
What do your top executives see when they bring up their dashboard in your facility? If they’re like the heads of many contact centers, the answer might be disappointing. Too many companies suffer from too much data and an ineffective executive dashboard to present it in.
Don’t let your facility be among them. Check out this list of key metrics to include in your executive dashboard, along with some important hints on how to do so. Remember - your dashboard is only as effective as it is user-friendly, so style can make just as big a difference as the information it is used to present!
It’s never easy to completely overhaul the way your company presents itself. Whether you’ve been in business only a few months or for many years, you have all of that time and the memories of your previous iterations working against you. Even when rebranding is for the best, it can be a difficult task, prompting many companies to wait until it’s simply unavoidable.
Your contact center doesn’t have to be one of those businesses. Call center rebranding doesn’t have to be something you put off and avoid until you can’t avoid it any longer - but it will be, if you don’t give it the kind of attention it needs now. Here’s your guide to a seamless transition this year - and to making call center rebranding a simple task in 2020:
For as long as there have been contact centers, these facilities have used traditional telephony as a way to communicate with customers. This only makes sense - everyone has a telephone of some kind in their possession or close enough to access easily. But what happens to the old standby telephone as the primary means of communicating when your customers are increasingly using digital devices?
In the digital age, more and more call centers are relying on a digital voice solution to ensure the best sound quality, greatest reliability, and best possible service to consumers. Does your contact center need a digital voice solution? Is the one you have outdated and ready for a tune up with today’s latest technology? Here’s what you really need to know about this modern call center standby: