Outbound Call Center Tips & Best Practices


Outbound call centers depend on skilled and well-trained agents as much as useful software to consistently meet business goals. Keeping an outbound call center operating efficiently means making the most of both the talent you have on hand and the tools you can afford to implement.

Call Center Floor Rules


The floor of any call center is the organization’s mission-critical space intended entirely to serve the very purpose for which the center exists – handling calls. As such, your call center’s main floor, where agents take on customer concerns daily, ought to be bound by a thoughtful and helpful set of rules. When rules are intelligently laid out and diligently upheld, call center operations flourish. Call Etiquette.

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Call Center Regulatory Compliance


Accommodating regulatory guidelines and remaining compliant with strict mandates can be tough for any call center organization to do. Call centers are at the bullseye in terms of their strategic attractiveness for malicious actors. Unfortunately, threats to consumer safety and privacy during dealings with call centers come in many forms, warranting a more encompassing approach to protection than other organizations might have use for.

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them


From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Given the sheer number of metrics and KPIs that call centers could track, it’s no surprise that some metrics tend to go overlooked. It’s no secret that many people can’t stand call centers…”.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Call Center Metrics Best Practices


Obtaining useful metrics on daily operations in your call center can help to improve many aspects of your business. However, there is quite a bit more to making effective use of call center metrics than merely amassing data and generating reports. When properly harnessed, call center metrics open the door to precise monitoring of growth over time. The Importance of Metrics in Call Center Operations.

Call center cost reduction strategies


Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. The Best Call Center Cost Reduction Strategies.

21 Call Center Leaders Reveal the Biggest Concerns Keeping Call Center Managers Up at Night


Call center managers are tasked with myriad responsibilities, and they maintain responsibility for ensuring that their call center operation runs smoothly and efficiently. With managers often having large staffs of call center representatives to manage, regulatory compliance requirements to address, customer satisfaction to uphold, sales targets to hit, and more, it’s no surprise that call […].

21 Business Analysts & Call Center Leaders Reveal the Optimal Role of the Business Analyst in Call Center Operations


Business analysts play an integral role in any industry, but they’re especially vital in call center operations. They help call centers continuously optimize their processes and provide better experiences for both call center employees and the customers or clients they interact with.

Operational Challenges in the Call Center Industry


There are numerous issues for which call center managers and leaders must account in running a successful customer support operation. From actively keeping track of shifts in the industry’s technological standards and accommodating economic imperatives to handling other critical processes within the realm of human resources , there are enough potential challenges to tackle in typical call center operations to keep entire management teams reasonably busy year-round.

Need to More Effectively Manage Your Call Center?

TASKE shares how you can rewind your real-time dashboard and watch agent and time activities in the past. Download the infographic here!

Call Center Preparation for the Coronavirus

Contact Center Pipeline

Call centers are a hub of germs! If someone in your call center gets the coronavirus, it could spread quickly. Having your call center quarantined can result […]. Crisis Management call center cloud-based dialer contact center COVID-19 crisis management remote work

Call Center Service Levels: Calculations, Metrics, & Industry Standards


Providing key metrics and clear numbers is primordial in any industry, and it becomes particularly challenging in the field of call centers. One of these methods is Call Center Service Levels. In the context of call centers, this is often employed to measure the percentage of incoming calls that agents answer live during a set amount of time. In this resource, you find: What constitutes calculating call center service levels.

Termination Letter Examples for Call Centers & Customer Service Pros


Whether a situation calls for a company to let go of their employees, or instead, some of their customers, it can be tough to convey the appropriate tone and delivery to those affected. Terminating professional relationships can be difficult.

2020 Call Center Metrics: 6 Key Metrics for Your Call Center Dashboard


Operating a growing call center operation involves logging and assessing myriad moving elements at once. At the heart of most technological optimizations implemented within a successful call center are fine-tuned metrics. However, not all metrics make sense for a growing call center to monitor. Below, we have put together a batch of the best metrics a call center can make use of to inform growth strategies and track performance.

Secret Sauce: How the Behavior Change Cycle Will Improve Call Center Sales Success

Companies invest millions each year to optimize their call center sales processes and results, yet research shows that sales representatives are not actually doing the basic behaviors defined by the carefully crafted workflows. This fundamental issue with sales execution and behavior adherence led VoiceOps to create the Behavior Change Cycle, a methodology you can implement at your call center to drive meaningful, fast, and enduring increases in adherence to your sales process across your sales floor. Download the report now to dive into the 5 key steps and learn how you can get started with the Behavior Change Cycle.


Victor Midgley

One of the great secrets to managing call center agents is how to motivate them. The turn-over rate in many call centers is much higher than most other “industries.” It seems like a simple solution, pay more and you will attract … Continue reading "MOTIVATING CALL CENTER AGENTS". Call Center Leaders Call Center Agents Call Center Motivation

9 Call Center Environment Best Practices


Cultivating a productive call center environment involves optimizing many different facets of its operations. From facility design to computer systems and software integrations, all aspects of your call center that impact its internal atmosphere can affect employee performance. The power your call center environment has over your staff’s overall level of productivity cannot be overestimated. Your call center is only as good as its agents.

Exit Interview Questions for Call Center Employees


Employee departures can be tough to handle in the fast-paced environment of a call center. Exit interviews allow lost talent to tell you what went wrong and what aspects of your call center’s operations could stand to be updated. The questions below deal specifically with the employee experience , and may potentially enable you to discover important insights that can inform lasting improvements in your contact center.

22 Customer Service Experts Reveal How Call Center Reps Should Address Complaints About Bad Customer Service


In many cases, those complaints first reach the ears of a call center rep. That’s why patience, empathy, and active listening skills are among the most important skills every call center rep should have. A strong call center rep knows how to deliver both.

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

Call Center Statistics You Should Know


Call centers , in particular, represent just one facet of a large and varied international outsourcing industry. However, the world’s call centers are arguably the most public examples of companies’ outsourcing efforts, facing customer directly in one-on-one interactions. Of course not all call centers are outsourced, nor are all call centers purely customer-facing operations. Call Center Workforce Statistics.

Call Center Metrics: Examples, Tips & Best Practices


An efficient call center operation hinges on the ability of management to identify flaws in their systems and practices as well as execute improvement plans to fix these quickly. However, the exact tools and approach you employ at your call center for this purpose should align with your center’s mission and personnel. Types of Call Centers. Not all call centers are created equally. Outbound Call Centers.

Complete Beginner’s Guide to Outbound Call Centers

NICE inContact

An outbound call center is a customer service or sales operation that makes outgoing calls to customers or prospects. Outbound call centers require unique technology, KPIs, and compliance requirements.

21 Call Center Managers Share Their Favorite Call Center Leadership Activities


The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Meet Our Panel of Call Center Managers & Business Leaders: Adeel Shabir.

The Health of the Contact Center: Are You Ready for 2019?

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. center, showing that brands are willing to do—and spend—what it takes to create loyal customers. Every day, contact center agents act as brand ambassadors during their hundreds, if not thousands, of customer. This report details the opin- ions of over 1,000 contact center employees in the US and the UK, the confidence they have in succeeding at their.

5 Call Center Training Best Practices


Great customer service agents form the backbone of every successful call center operation. Call centers depend on quality training programs more than most other businesses because representatives have the potential to directly influence consumer perceptions through their own performance on the job. To ensure that your own call center’s training program is effective, give the following tips and best practices a try. Give Recorded Call Analysis a Go.

Call Center vs. Contact Center: What’s the Difference?


Call centers and contact centers operate within the same general field of customer support and outreach. Call centers came first, focusing employees on handling large streams of customer calls at once. More modern contact centers effectively do the same while incorporating a few key differences to better harness emerging options in communication and analytics. Call Centers Focus on Phones. Contact Centers Leverage Self-Service.

How Has COVID-19 Affected Call Center Agent Turnover?


The COVID-19 pandemic threw a wrench in the works of many contact centers. We found a surprising and concerning trend during our analysis into the State of the Contact Center in 2020: agent attrition is getting worse. Contact center budgets will probably stagnate next year.

Outbound Call Centers: Finding the Right Mix of Tools, Processes and People

Contact Center Pipeline

But businesses of all types and sizes rely on outbound calling to generate sales and drive revenue. In many cases, they turn to third-party call center outsourcers for the necessary resources and expertise.

How Call Centers Can Bring the Behavior Change Cycle to Life

Speaker: VoiceOps

Data from hundreds of thousands of hours of calls has revealed a widespread problem with behavior adherence among call center sales representatives. VoiceOps developed the Behavior Change Cycle to help companies tackle this issue head-on leveraging your own call flows and coaching teams. Access this free on-demand webinar with the VoiceOps team to get a deeper view of the Behavior Change Cycle and learn about how the VoiceOps Coaching Enablement Platform brings it to life for call center teams.


Victor Midgley

Is working in a call center a wise career move or simply a dead-end job no one really wants to do, or they do it anyway until something better comes along? I have been an advocate for the call center space all my adult life. My first job out of high school was working in … Continue reading "A CALL CENTER JOB – HERO OR ZERO?".

Must-Have Features of Best Cloud Call Center Software


There are many definitions of cloud contact center available and today we also define it. A cloud call center is defined as a system to handle customer calls and interactions over the internet.

How to Build a Resilient Call Center

ScreenSteps Call Center

Call centers deal with a lot of change! Training Call-CenterEspecially in the year 2020. Everyone has had to think about redundancy, business continuity plans, staffing, work from home, and a whole host of other issues.

Call Center Training Best Practices


Over the years, call centers have seen the development of numerous industry-specific training tools and coaching practices. As customer expectations are constantly increasing in terms of call center performance , so must the training methods evolve. Why implement call center training? As previously mentioned, the target of focus for call center is primarily to meet customer expectations. The most efficient call center training methods.

No PCI Compliance? An Immediate Red Flag

As more merchants are processing credit card payments over the phone and storing credit card data, the importance of providing data security becomes paramount. The businesses, as well as any call centers they partner with, NEED to be PCI compliant.

Why the Call Center Was Already Collapsing—Even Before COVID-19

Contact Center Pipeline

Overwhelmed and under-equipped reps are struggling, anxious customers are stuck on hold for hours, and the very premise of crowded call centers has come to seem hopelessly outdated given the need for social distancing. Technology call center chat contact center COVID-19 data security digital channels digital self-service self-service WFH work from homeCOVID-19 has made the fundamental flaws in phone-based support impossible to ignore.

Call Center Automation Depends on Collaborative AI


The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. AI-driven call center automation has had a significant impact on the efficiency and performance of individual agents, as well as on overall KPIs. Post-call analysis also benefits from AI. How call center automation will redefine agents’ careers.

Call Centers Provide Crucial Support During A Crisis


Despite all the impacts that have been causing business problems during the COVID-19 crisis, call centers are still essential for booming businesses amidst the pandemic. Many call centers are being impacted in negative ways as they shift to more digital means.

A Call Center Glossary: The A-Zs of Call Centers


Often, we use terminology and abbreviations that we become accustomed to in our everyday lives, especially within the call center space. Given this, it only makes sense that the call center and contact center landscape be riddled with abbreviations, especially given the technicality and complexity of some of the words and phrases used in the everyday life of the call center. Thereafter, the IVR routes the call to the most appropriate agent.

The Number One Factor in Your Contact Center’s Success

Speaker: Jim Rembach, President of Call Center Coach

Join us for this insightful webinar with Jim Rembach, President at Call Center Coach, and learn about the single most important factor in the success of your contact center!