How to Attract Quality Call Center Employees

Hiring new employees costs resources in the form of time and money. Making a bad hire for any reason, especially due to lack of options, is expensive. Quality employees increase productivity and decrease staff turnover rate. Great hires begin with a successful recruiting strategy. Follow these tips to attract quality call center employees.   Gain Insight from Current Employees … Read More »

Knowledge is the Key to Happiness: How to Make a Culture of Learning That Improves Employee Engagement

The world around us is ever–changing. To keep your company at the cutting edge of its industry requires continuous innovation and evolvement. Developing a culture of learning will improve employee engagement, increase productivity, and allow your business to move forward and grow. Knowledge is the key to happiness. This is your guide to how to create… Read More »

What is the Measure of Success? Call Center Metrics

When customers reach out to your call center, they expect their issue to be resolved quickly and professionally. The efficiency of your call center’s operations directly corresponds with customer satisfaction. Choosing the right metrics will help you determine the effectiveness of your processes. Identify areas that are working well and areas where there are improvements… Read More »

Call Center Basics – What Your Newest Associates Need to Know

There is no doubt that call center management is inherently a challenging job. In most cases, your agents are working with disgruntled customers. The ability to effectively manage your call center, achieve goals, and realize your vision begins with getting your new agents off on the right foot. Here is your guide to what your… Read More »

Crisis Leadership – 5 Ways to Prepare for Crisis Management

As 2020 showed us, the ability to swiftly handle a crisis has never been more critical. Effective crisis leadership helps to minimize the loss and damage to organizations and allows potential threats to be identified and addressed much sooner. This is your guide on five ways to prepare for crisis management. Develop a Crisis Management… Read More »

Don’t Disconnect – How to Stay Involved with Your Call Center Team

Your team is the backbone of your call center. Engaging with your staff doesn’t end with hiring and training. Continuous involvement is crucial to your call center’s success by increasing productivity, efficiency, and employee satisfaction. Follow these tips to stay better connected with your employees. Facilitate Frequent Communication Whether your call center’s team is in-house,… Read More »

How Call Centers are Responding to the COVID-19 Pandemic

While businesses are beginning to reopen, all has not gone back to normal. In fact, most businesses including call centers are having to adapt to a new normal to ensure the safety of both customers and staff in response to the COVID-19 pandemic. Let’s take a look at strategies call centers are putting in place in the wake of… Read More »

Reading Between the Lines: How to Scan Resumes to Find the Best Talent

When posting a job opening, you will likely receive hundreds of resumes. Like most hiring managers, you do not have time to read each resume word-for-word. You need a strategy to find the best candidates as quickly as possible. Follow these tips to efficiently scan resumes and find your next team member.   Clearly Define Your Expectations  Before you begin sifting… Read More »

Should I Hire an Overqualified Employee?

There tends to be a stigma around hiring an overqualified employee. Many managers avoid hiring overqualified candidates and never give their resume a second look. Concerns include:  They will want more compensation that what the job is paying. Someone with more experience will be difficult to train. They will underperform and be bored. They will not… Read More »

Room to Grow – Why You Should Consider Hiring an Underqualified Candidate

Even under the best circumstances, finding the perfect candidate is difficult to do. With a shortage of qualified applicants, it is more difficult than ever to find your next hire. If you do find the absolutely perfect candidate that checks every single box, they are probably in high demand with offers from other companies. In the past,… Read More »