Burnout can happen to even your best call center employees. It comes as no surprise that call centers are inherently vulnerable to burnout. Your agents have to juggle high call volumes and angry customers. Let’s face it; consumers do not call to talk about how good the product or service is. This combination makes for… Read More »
Management Tips
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 »
Empower, Engage, Excel: Building a Culture of Learning in Your Organization
Discover the key strategies to embed continuous learning in your organization, fostering employee engagement, productivity, and growth. … 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 »