Training is one of the most important things a call center agent can do to improve their performance. Think of it as a formula for success in your contact center. No matter how long an agent has been working, there is always something new to learn and, therefore, new reasons to train.
Your call center leads are like potential money in your pocket. When you view them as such, you can see just how important it is to follow up properly on each and every one. However, your leads are also living, breathing human beings - not just dollar signs. You have to nurture the relationship you have with each of them the same way you would with your friends or relatives.
How can you balance these two seemingly diametrically opposed types of relationships? How can you have both a personable and professional interaction with each of your leads? What can you do to turn the maximum number of these leads into sales without making the people behind the numbers feel like nothing more than an account on your list?
Read on to learn more about how to effectively handle your call center leads and what to do to make the most of each one!
Today’s contact centers have to move at lightning-fast speeds. When you think about the number of connections modern call center agents make on an average hourly basis, it’s astounding - especially in comparison to those made by the typical person in an office setting or another professional environment! It only makes sense that so many of these facilities rely so heavily on call center automation to make it all happen.
Call center automation has evolved tremendously since its early days. What was once a slightly sped-up version of manual dialing and directing of calls is now a fully-featured interaction between humans and artificial intelligence. This kind of interaction is made possible through a technology known as NLP - natural language processing - and makes a major difference in the way machines and programs understand human communication.
Here’s what you need to know about the role of NLP in your contact center - and what you could be doing to get more out of this technology.
People who are cheerful and sound chipper on the phone are more successful as contact center agents. That’s a fact that is easy to understand. After all, wouldn’t you be happier as a consumer to interact with someone who sounded happy to speak with you?
The problem is most people who work in call centers either field or make hundreds or even thousands of phone calls every day. Often, these calls are very similar in their pattern or scripting. This makes the work tedious and frustrating at times - and it can make it very difficult to remain happy and positive on the phone.
Here are a few industry insider tips for being the best version of yourself as a call center agent and sounding as pleasant as possible while you chat with your callers or clients. By the time you finish reading these tricks, you just might be smiling for real!
Topics: Call Center Operations
How often do your consumers call your center only to be greeted by long wait times or worse - an automated recording letting them know that you are unavailable during non-business hours? Nothing upsets the modern customer like not being able to handle their business when and where they need to. If you want your business to be the kind that captures and holds consumer attention - and satisfies their needs - you should consider extended contact center hours of operation.
As a call center team leader or manager, you take pride in your facility and staff. You undoubtedly have a hardworking team that does a great job in serving customers and clients every day. Right now, you can probably think of a few people, in particular, who are worthy of praise for their excellent performance.
But what about those at the other end of the spectrum? What about the members of your team who are struggling? What can be done to bring them up to speed - or are they simply a lost cause? Here, we’ll show you how a fresh perspective can give you a whole new way to approach the problem of underperforming agents - and fix it for good!
Few metrics are as important to the quality of your contact center as your first call resolution rate. This is reflective of how often your agents are resolving consumer complaints or concerns within the first contact with the customer. Unfortunately, many call centers have issues keeping their resolution rate under control.
A low first call resolution rate can mean low productivity and profitability. Your customer satisfaction rate will also experience a major slump if your resolution rate is too low, so keeping it high should be a priority for every contact center.
Is your center struggling with first call resolution? Here’s what you need to know about fixing your rate and getting back into the swing of being a productive, profitable center that serves and satisfies customers:
Topics: Call Center Operations
When it comes to call center agent scripting, most management-level employees understand that words have a lot of power. What you say to your consumers can make the difference in closing a sale or losing it, or determine whether your caller will be satisfied with the level of service they receive or not.
However, sometimes what your agents don’t say is just as important as what they do say. This is something that is often overlooked when it comes to generating scripts, but call center agent scripting should avoid certain topics, words, and phrases. What are they? Here are just a handful of the most important things to sidestep if you want to remain successful in keeping your customers happy:
Artificial intelligence may sound like something out of a science fiction movie, but it is actually a commonly-used tool in today’s contact center. However, call center AI is different than what you might expect when you hear the term.
Here, we’ll give you an in-depth look at what call center AI entails and what applications you could be using it for. Don’t miss out on the many uses for this technology - read on to learn more!
Topics: Call Center Operations
If your facility is like most, you’re always working on solutions for handling call center peak seasons. However, you may not yet be in the frame of mind to prepare for the holiday rush. After all, it’s still August! Something you may not have considered, though, is that the best-prepared contact centers use the entire calendar to prepare for the holiday season.
Before the first leaves of autumn reach the ground or the first snows of winter fall, make sure your contact center is ready for the major rushes in customer service that come with big days like Black Friday, Christmas, or Boxing Day. Preparing now for call center peak seasons and they won’t give you any trouble when the calendar page turns!