Staff Utilization: Finding the Right Balance

By Marcia Jenkins, Senior Operations Manager

There are lots of ways to measure your call center staff utilization. We all want our agents busy, but not too busy, right? Before we dive into what we’ve found is best, let’s talk about what staff utilization means and why it’s an important KPI.

What is staff utilization & why it’s important

Staff utilizationStaff utilization, also referred to as agent utilization is simply the percentage of time an agent is spent handling customer interactions. But, why is this important? Because it provides real visibility into how your staff is spending their respective time. 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. Continue reading

Why a call monitoring form is an essential asset

By Megan Fallis, Vice President of Marketing

Using a call monitoring form is essential to assess the quality of interaction between the front-lines and the customer. Call quality is fundamental to providing a consistent customer experience which is critical to each and every business. Continue reading

Use this call center requirements checklist to find the right partner

By Megan Hottman, Operations Manager and Brand Evangelist

call center requirements checklistThis call center requirements checklist provides 10 essentials for evaluating potential call center partners. We know how time consuming and how tedious the process can be to find the best call center for your business, so we’ve made it simple for you. This call center requirements checklist includes points to consider and help guide the decision-making process.

Before you can even get started speaking with call centers, it’s important to understand why you’re looking to a call center partner to begin with. The clearer you are about your objectives, expectations, and desired outcomes, the easier it will be to weed out those who are not top contenders. Continue reading

Inbound call center outsourcing advantages

By Marcia Jenkins, Senior Operations Manager

Many companies outsource their inbound call center work. What are you missing out on? What are the benefits?

Increased customer satisfaction

inbound call center outsourcingWe all want our call into customer support for any reason to be handled professional and timely. When you outsource your call center work to a trained and highly skilled group of agents, it benefits you because your customers had a good experience. Continue reading

CECP Certification Earned by QCS Staff

Telemarketing ComplianceNovember 13, 2019 (Aurora, NE) Quality Contact Solutions, Inc. announced today that Julie Kramme, Director of Sales and AJ Windle, Director of Client Engagement have earned their Customer Engagement Compliance Professional (CECP) certification through the Professional Association for Customer Engagement (PACE). The QCS team now includes four certified professionals and one PACE Self-Regulatory Organization (SRO) auditor. Continue reading