Global Response

AUGUST 7, 2023

With consistent and honest feedback from your team, you can understand the biggest reasons for agent burnout, churn and dissatisfaction, and overcome these challenges in creating a more positive call center culture. In any case, this is why having open and honest communication and feedback channels from employees is so necessary.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

Quality Contact Solutions

DECEMBER 31, 1969

It helps determine how your agents are operating, allowing management to make better informed decisions. If an agent’s utilization is at 95% while another is at 30%, that’s out of alignment. We’ve all seen it…call after call with little to no breaks can quickly turn into agent burnout.

Telemarketing 49

Telemarketing Agent burnout Call Center call center solutions 49

Robert Davis

APRIL 5, 2018

The big surge in telemarketing operations happened in the early 1980s to mid-1990s when the industry grew from employing a half-million agents to 4.5 both in-house and outsourced, rose from fewer than 80,000 to 565,000. Let’s face it; the outbound agent will encounter many more “no’s” than “yes’s.” Completion rates.

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

Robert C. Davis and Associates

APRIL 5, 2018

The big surge in telemarketing operations happened in the early 1980s to mid-1990s when the industry grew from employing a half-million agents to 4.5 both in-house and outsourced, rose from fewer than 80,000 to 565,000. Let’s face it; the outbound agent will encounter many more “no’s” than “yes’s.” Completion rates.

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40

aircall

OCTOBER 31, 2016

It’s possible to outsource your omnichannel support as a whole, and operate as a monolith, every channel coalescing into one. Is outsourcing to an omnichannel service the right choice? Pros of outsourcing your omnichannel strategy. Cons of outsourcing your omnichannel strategy. That’s not necessarily the case.

outsourcing 48

outsourcing Multichannel Agent burnout Self service 48

Sykes

DECEMBER 14, 2017

The most important steps insurers can take to get their call centers ready are: Provide agents with effective, adaptive training and personal support. Happy and supported service agents are more likely to deliver an Exceptional Member Experience. Embrace multiple service channels.

Agent burnout 40

Agent burnout Healthcare Wait times Self service 40