Voxjar

AUGUST 15, 2021

If you work in a call center, you know that providing the best customer service and support is vital. Tracking and grading customer interactions in your call center can go a long way toward keeping your customers happy with you instead of encouraging them to jump ship to one of your competitors. That’s a mouthful.

Call Center 52

Call Center Calibration Abandon rate Average Handle Time 52

Call Center Weekly

SEPTEMBER 14, 2017

Of course the inverse is true as well. Therefore, it is necessary that contact center leaders align quality and satisfaction. One way to do this is through QA calibrations. I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. Why is this the case?

Calibration 143

Calibration Government Contact Center Surveys 143

Quality Contact Solutions

MAY 25, 2021

Hiring an outsourced call center service provider for telemarketing lead generation also requires a leap of faith. Don’t forget the common-ground question; when you hire any company to help grow your business… here are a few: Will the outbound call center be effective? Mid-course corrections.

Telemarketing 98

Telemarketing outsourcing Calibration Call Center 98

Outsource Consultants

MARCH 29, 2021

But not all outsource call center partnerships are created equal — and they all require management. Quite frankly: if you’re not challenging the status quo with your call center partnership, then you’re not doing enough. Call Center Tip #2 — Set Realistic KPIs. Call Center Tip #3 — Avoid KPI Cannibalization.

Management 76

Management Calibration Call Center Average Handle Time 76

CSR Inc.

JULY 3, 2016

Remote or virtual call center agents are an entirely new way of thinking about the workplace. Perhaps surprisingly, managing remote agents can be very similar to managing brick-and-mortar call center agents – with the caution that successfully managing remote front line agents does demand some additional diligence.

Call Center 48

Call Center Management Calibration Virtual Agent 48

UJET

JUNE 4, 2021

Understandably, there’s a great deal of buzz around how customer service (and call centers specifically) are experiencing unprecedented pressures to evolve to keep up with surges in demand, murky marketplace dynamics, and shifting customer expectations. Establish Your Transition Plan.

Contact Center 121

Contact Center Calibration Government Accountability 121

Customer Relationship Metrics

JULY 26, 2017

When an employee fails or performs poorly, call center managers typically do not blame themselves or the system. The contact center industry is currently at a tipping point with their quality assurance programs. Just like you grade the call internally, your customer should grade the call externally.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Expivia

OCTOBER 4, 2021

This can mean both receiving inbound calls and placing outbound calls for marketing, answering chat, email, SMS, and even digital and social interactions. By trusting an outsourced call center to handle customer service, you lower your overhead and make your company’s operations leaner. Improve Customer Experience.

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

Taylor Reach Group

JANUARY 11, 2018

Internally the quality assessors can calibrate between themselves. But calibrating with the client is much more challenging. Call recordings may need to be shared, each must be reviewed, and each must be scored against the agreed to criteria. The calibrated calls become a sample of this small sample.

Contact Center 60

Contact Center outsourcing Calibration Abandon rate 60

COPC

APRIL 1, 2022

Of course, we support the role of QA in a well-operating organization, but it must drive business value. . With proper calibration, tools such as RevealCX give you data you can trust. The lack of correlation causes businesses to shift QA to the bottom of the payroll or abandon it altogether. .

Customer Experience 95

Customer Experience Management Coaching Best practices 95

Robert Davis

APRIL 5, 2018

And, of course, once a customer is acquired, a well-planned and carefully curated outbound contact strategy can be very effective in upgrading customers, cross-promoting other products and services and building brand loyalty and share of wallet over time. Outbound telemarketing is not for everyone.

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

Robert C. Davis and Associates

APRIL 5, 2018

And, of course, once a customer is acquired, a well-planned and carefully curated outbound contact strategy can be very effective in upgrading customers, cross-promoting other products and services and building brand loyalty and share of wallet over time. Outbound telemarketing is not for everyone.

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40

Service Agility

DECEMBER 5, 2017

Originally published in the Contact Center Pipeline, September 2014 “Well, you know, it is a call center.” That phrase always seems to be uttered at some point when discussing turnover at a contact center. Of course some agents will move on to other positions, internal and external. Well, I have to disagree.

Calibration 40

Calibration Contact Center Surveys Advertising 40

Interaction Metrics

JULY 10, 2023

Other companies are using AI for customer experience to gauge call center conversations and customers’ answers to open-ended survey questions. Of course, that information needs to be thoroughly fact-checked, but these tools can offer a starting point for content. Beware never to ask these tools to source direct quotes.

B2B 48

B2B Customer Experience Chatbots Feedback 48