When the coronavirus pandemic began, government call centers were overwhelmed by high demand. This left customers and employees feeling frustrated. Hold times were extensive. Many customers’ questions went unanswered when the customers no longer could wait to speak to an agent. Many agents were upset because they continued to deal with frustrated callers. Thanks to… Read More »
One of the biggest threats to call centers used to be artificial intelligence (AI). In 2022, the biggest threat is agent attrition. Although customers can benefit from technological advances of AI, many customers still need to talk with humans to resolve their issues. This is becoming an increasing problem for call centers experiencing agent shortages.… Read More »
A net promoter score (NPS) measures how likely a customer is to recommend a brand to someone else. The score runs on an index of -100 to 100 and measures the overall satisfaction and loyalty of a customer. You can use your NPS to improve your products or services and grow your business through referrals.… Read More »
The growth of technology continues to make remote work increasingly popular for call centers. This is why more companies are hiring remote employees to staff their customer service departments. Although there are many benefits to having a remote call center, effectively managing one can be challenging. This is why understanding call center management tips are… Read More »
Odds are your call center has a well-developed training program and agents who demonstrate high standards. Even so, there always is room to improve performance. Because your agents are human, they sometimes make mistakes. This can impact your company’s reputation and bottom line. As a result, you should pay close attention to the most common… Read More »
Your call center contains a substantial amount of private information. Names, phone numbers, and social security numbers are stored on personal computers and corporate servers. This is why a data breach can cause significant problems for you and your customers. When working remotely, protecting this information is even more difficult. Without hypervigilance, your call center… Read More »
No matter what industry you are in, finding the ideal candidates for open positions is never an easy task. This is especially true when staffing government call centers. Recruiting candidates who have security clearance is one of the biggest challenges government call centers face. However, partnering with a staffing firm makes finding the perfect candidates… Read More »
To help call center employees thrive, first, you must understand their unique situation. Naturally, agents are in stressful situations daily. Customers who call in are not doing so to rave about your organization. At the very least, they are frustrated and sometimes downright angry about an issue revolving around products and services. Other internal sources… Read More »