What Call Centers can do to help fix agent absenteeism

What Call Centers can do to help fix agent absenteeism

Agent absenteeism is a call center problem that can result in high losses in resources and can ultimately have a huge impact on the quality of service. With fewer staff available to handle customer calls, the waiting times tend to increase and also put the agents under pressure to rush through calls. Like a snowball…

The good and the bad with Call Center outsourcing

The good and the bad with Call Center outsourcing

Many businesses have found outsourcing their call centers a necessary decision. However, it’s a known fact that outsourcing a Call Center is a controversial issue, especially with the western countries. The decision comes with its own set of pros and cons that can heavily impact the business. Many businesses have found outsourcing their call centers…

What can impact your First-call resolution rates

What can impact your First-call resolution rates

First-call resolution (FCR) is one of the most important aspects to maintain high customer satisfaction in the call center. Unfortunately, customers are calling with increasingly complex questions and it isn’t always possible to give them the answer or in the time they want. Repeated calls can mean increased call volume, expenses and unfortunately, unhappy customers….

Tip #35 Unite your team with Workspaces

Tip #35 Unite your team with Workspaces

Supervisors have a great responsibility in keeping their teams motivated and goal-directed. They are the crucial driving force and can affect the overall team health. Playvox Workspaces help team leaders operate and better manage their teams to ensure the team is united and maintains excellence.Supervisors have a great responsibility in keeping their teams motivated and…

Listen up Call Centers….your Customers are calling

Listen up Call Centers….your Customers are calling

Call Centers have been an easy target. They’re the brunt of criticism or jokes when people describe the service from recent calls to their cable company, insurance agency or credit card center. Many times, they have a good reason to be dissatisfied. What challenges does upper Management and Agents face that have ultimately caused issues?…

Call Centers: 10 reasons why it’s a miserable job

Call Centers: 10 reasons why it’s a miserable job

Call centers fill a valuable role in the world of telemarketing, health care, customer service and much more. Working there seems like a great opportunity to advance ones career, learn communication skills and make some cash. But Is it? Call centers have been associated as a negative, thankless job… here’s why. 1. The Training Insufficient….