…interactions and take representable samples for review. 6. Benchmark Performance Simply put, a benchmark is a standard or point of reference against which other things may be compared. Call center…
A Guide to Building Your Contact Center Outsourcing Strategy for 2022
…Benefits of Outsourcing to Telecom, Inc. Surprisingly, contact centers often help companies reduce costs while improving customer’s experiences. Telecom, Inc. provides services to companies ranging from small mom-and-pop answering services…
Inbound Telemarketing Services: Examples and How to Service Them
…yourself what it is that pushes customer service from simply passable to great. The answer is certainly complex, as there are several factors at play. You need trained support agents,…
Handling Difficult Customers: Strategies for Inbound Service Teams
…at all costs. 5. The Complainer Complainers are perhaps some of the most negatively minded difficult customers, constantly finding fault in everything and often seeming (if not outright being) impossible…
How to Capitalize on Revenue and Branding Through Order Processing
…Communicate It’s also worth noting how customer’s communication preferences continue to evolve. Historically, telephone orders were preferred over online purchases because customers were leery of providing credit card information on…
7 Call Metrics That Matter Most When Measuring Performance
Call center metrics and KPIs (Key Performance Indicators) are used to analyze and measure the performance and success of contact centers programs. More than simply aggregate data, inbound and outbound…
Utilizing Telemarketing Solutions to Manage Customer Feedback
…the opinions of their customers matter. Simply put, customer feedback helps build trust and loyalty because customers appreciate companies that listen and respond to their needs. Feedback then, is a…
Incorporating Multichannel Support: How to Manage Inbound Calls Alongside Other Communication Channels
…can you deliver multi-channel support without compromising the quality of other customer communication channels? Here’s everything you need to know. What Is Multichannel Support? Multichannel support is the process of…
What’s the Difference Between a “Warm Transfer” and a “Cold Transfer”?
…The customer is also probably going to walk away with a diminished perception of your business. Some other notable distinctions include: Communication In a warm transfer, there’s direct communication between…
8 Common Call Center Security Requirements
…avoid any compliance issues that could lead to fines and penalties, and the loss of reputation and trust. Keep in mind that protecting your customer’s privacy is not simply a…