How to get the most out of Quality Assurance

How to get the most out of Quality Assurance

The businesses that invest in call centers expect them to be performing effectively. Key Performance Indicators (KPI) metrics measure and monitor employee performance. These results include call resolution, hold times, agent courtesy etc. This monitoring is essential for any call center as it provides valuable information on performance, consumer experience and gives agents something to…

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….

El impacto de un mal supervisor en el Call Center (Español)

El impacto de un mal supervisor en el Call Center (Español)

Qué pasa cuando se producen cambios dentro de un ambiente laboral, supongamos, por ejemplo, cuando designan a una persona que justo no es idónea para ese puesto. Cuando la han colocado en ese lugar sin que tenga las condiciones para poder ejercerlo adecuadamente… las consecuencias se notan ¿cierto? y pasa seguido, muy seguido, cierto también.

Call Center: Teletrabajo, cómo pertenecer sin aparecer

Call Center: Teletrabajo, cómo pertenecer sin aparecer

“Buenos días” vendría a ser lo primero que se dice al llegar al puesto de trabajo. “Vamos por un café?”, “me ayudas con este tema?”, “hoy podemos almorzar juntos”…frases que suelen escucharse en un día cualquiera dentro de una oficina. Frases que unen y hacen que las personas se sientan parte de una comunidad. Pero…