Call centers are the centralized offices which are used by the companies/ entities all over for the purpose of handling the transmission of huge number of requests via telephones. There are varied versions of call centers like inbound, outbound, contact center etc.
Varied companies/ entities use or even own call centers as per their own requirements like telemarketing, debt collection, customer support services, catering to information inquiries etc. The call centers are generally facilitated in an extensive workspace to fit in all the agents, the equipments and other infrastructural requirements.
1. Take this job and love it
Call center employees are seen to be unhappy and disengaged with their job. These disengagement blues and their life cycle may adversely affect the center’s operations. Adoption of gamification is thus important as it promotes the concept of setting goals, giving real time feedback's and giving away rewards that matter.
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2. 10 steps to brilliant social customer service
With a huge number of people engaging in online conversation about brands, the monitoring of these conversations has gained importance for all businesses. For proper monitoring one first has to select proper channels and tools while also empowered and training the selected team of employees.
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3. Why the call center won’t go away
One may think that the need for call centers will dwindle with growing options to make contact with companies. But statistics actually suggest that customers prefer phone support over other options like email, web chat, automated phone conversations etc.
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4.The effects of a good and bad customer experience
The success of the companies depends hugely on customer services. It has been found that each year about £12bn of business in UK is lost due to poor customer services with about 50% of customers switching due to inadequate/ poor services.
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5. Why businesses buy customer service software
About 42% of customer service software buyers are first time buyers and 58% are replacing their existing software. While first time buyers need include increased efficiency, data consolidation etc.; most common reasons for replacing are increased functionality and integration, reduce cost etc.
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6. 3Ps of customer support
The 3Ps make the Philippines an ideal location for outsourcing; the 3Ps being- people, price and place. About 75% of the Philippines population is fluent English speakers; also the labor cost in Philippines is much lower than in UK and US etc.
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7. The importance of customer service
The fact that the businesses suffer a total loss of about $338.5 billion per year indicates towards the importance of customer service. Automated messages/ conversations, the need to repeat info, long hold times are a few factors that drive consumers crazy.
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8. Social Customer Service
Companies must realize that customer care is vital to their success and thus, must make most of their customer care capabilities. High proportions (71%) of consumers prefer phone conversations over other modes but about 85% of them are dissatisfied with the service.
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9. We are changing how companies do business over the phones
The companies whose current call centers are inflexible can migrate and optimize their productivity with the upgraded solutions. The talk desk call center software has multiple beneficial features and is suitable for big corporations as well as medium/ small businesses.
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10. The Magic of Accountability Groups and Coaching Calls
Professionals share their business thoughts on the accountability groups and coaching calls by responding to a survey. On data analysis it was found that about 72% of the participants had recently participated in these activities.
The reviews in regards to what is the end result of utilizing these groups/ calls vary. Some believe it helped people stay motivated for longer, for some it fostered teamwork vision and got people into an income producing activity.
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11. 2013 Customer service expectations & frustrations
The magnitude of global consumers who switched services due to poor customer service experiences has risen by 4% since 2012. According to research customers base their brand choice on 3 factors- price, customer service and product. The customer expectations have risen and so have the frustrations.
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12. The future of contact center outsourcing
The factors like increasing contact volumes, challenges for customer service and budget issues have led to an increase in outsourcing. The Philippines is increasingly attracting outsourcing with India (mainly technical support), Mexico and Central America following the list.
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13. Contact center outlook 2013
Call centers have come a long way since the establishment of the first one. Today the main focus of the contact centers in UK is customer satisfaction and the most popular inbound channel is phone (i.e. agents). Also there are a few recognized factors causing agent attrition like repetitive work, stress etc.
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14. Why companies should invest in the customer experience
It must be remembered that good experiences of existing customers will attract more customers while bad experiences will push all of them away. About 95% of customers with bad customer service experience take actions and harm the business’s prospects in the process.
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15. Customer Service
Given the varied options to communicate with the companies majority customers prefer using the telephone over face to face conversations, company website, online chat etc. Good customer service is important for about 9 of 10 satisfied customers will make a purchase.
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16. Gaining Business Advantage with Answering services
A phone call is the next best way (after face to face) to get a personal response from a company/ business entity. An answering service, thus, improves the image and the influencing ability of a real estate business.
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17. Best B2B lead generation tactics
A targeted sales approach like call fast, call often can result in real/ measurable gains for any entity. A call must be made to every lead and those companies that make more than one call see a higher contact rate.
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18. Tips for improving contact center management
Statistics suggest 89% of customer switch post bad customer service experience while many will pay more for better customer experience. A company must thus ensure good service by ensuring greater support service availability, unified communication and CRM integration.
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19. Becoming green in the contact center world
About 70% of blue ocean employees take public transport or walk to work. Eliminating unnecessary fluorescent bulbs and switching to high efficient light bulbs has helped save electricity. The go green mantra continues as about 13,000 (annually) beverage containers are recycled.
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20. 2012 Call Center Review
This infographic depicts on facts and figures about IQPC’s 6 call center events review from 2012. It tells about their work progress in 2012 and new plans and strategies to be implemented in 2013 for success.
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