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The days of customers picking up the telephone and calling businesses’ answering services whenever they had a question, needed support, or wanted more information about products and services becomes less and less. Thanks to the internet, social media, and mobile devices, people now have a wider spectrum of ways to seek customer service. Any business, … Read more
Improving first call resolution is one of the most common goals of contact center managers and phone answering service owners. After all, from the customer’s perspective, receiving the correct information the first time they call in for help is the definition of satisfactory service. Many call centers struggle with balancing FCR against other metrics like … Read more
When speaking to people on the phone at a call center, there are certain phrases you will want to avoid using. These phrases can quickly change the narrative of the call and show a lack of exceptional customer service. Did you visit our website? Always assume the caller already visited the website prior to their … Read more
The key to a smooth-running call center is its ability to communicate efficiently. However, many call centers struggle with this, resulting in bad customer service. Knowing the causes of poor customer service can help your call center avoid this fate. Making Them Wait The last thing any customers want when they need information is to … Read more
The calls don’t stop just because you are busy. One of the biggest causes of customer dissatisfaction and lost business is not being able to get a representative of a business on the phone or being routed through an endless, confusing phone menu just to speak to a human being. Thanks to Interactive Voice Response … Read more
Consumers today are a bit more self-reliant when it comes to gathering product knowledge. They browse your website, visit your social media pages, and review your FAQs. However, you cannot rely solely on these resources to provide good product knowledge. It is difficult to cover every “what if” type of question and concern someone might … Read more
Call center agents are your company’s front line when it comes to customers and potential customers calling your business. The impression your agents make over the phone can greatly influence people’s impressions about your business. If they give the wrong impression, you could risk losing a long-time customer or discovering a horrible review online later. … Read more
Key performance indicators (KPI) are essential metrics used in call centers to evaluate the overall success of the company. A call center KPI list features various metrics that are used to measure the performance of the company as a whole, specific departments or teams, or individual telephone support agents. KPIs help companies make important decisions, … Read more
There can be several advantages of self-service technologies when they are used alongside live call center support. Both types of support options go hand-in-hand in providing positive customer service experiences. Some of the advantages your business could gain with self-service technologies include: Reduced call hold times. Callers will not have to hold as long to … Read more
How do you respond to your customers when they need support? Do you wait for them to reach out and contact you? If so, then you are using reactive customer service. While it is perfectly acceptable to make yourself available when customers need assistance, reactive customer service is not as effective as proactive customer service. … Read more
