Call Center Stress and Customer Experience: How to Help Employees Thrive

Call Center Stress and Customer Experience: How to Help Employees Thrive

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 »

The Top Benefits Call Center Employees Look for When Accepting A Job

The Top Benefits Call Center Employees Look for When Accepting A Job

The goal of every call center’s hiring program is to attract high-quality candidates who will stay for the long haul. The need to constantly hire new employees due to a high turnover rate is costly in terms of money and time. Apart from a competitive salary, the key is to offer benefits that employees value.… Read More »

Call Center Burnout: How to Help Your Employees Stay Longer

Call Center Burnout: How to Help Your Employees Stay Longer

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 »

How to Improve the Call Center Experience: The Question Your Team Should Be Asking Customers

Call centers are the heart and soul of businesses. Customers rely on agents to solve any issues they may have with the products and services your company provides. Their experience with your team has a monumental impact on customer retention and attracting new clients. In short, call centers can make or break a business. Let‘s take a look at the one… 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 »

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 »

Workplace Safety – How to Promote Social Distancing at Your Call Center

As call centers begin to reopen during the midst of the COVID-19 pandemic, it is important to promote a healthy work environment by implementing social distancing guidelines. According to the Occupational Safety and Health Administration (OSHA), social distancing means keeping at least six feet between employees at all times in an effort to reduce the spread of… Read More »