Tag Archives: Shared and Dedicated Inbound Call Center

Ensure a 5 Star Inbound Call Center Outsourcing Experience

By Melissa Werth,  Customer Service Supervisor

Author note: When I use the term inbound calls, I am also referring to other customer contacts like text, chat, and email. In today’s inbound customer service model, all of these customer contact types are viewed interchangeably.

Inbound Call Center OutsourcingYou’ve made the decision to employ inbound call center outsourcing to save money, improve service or both. Inbound call center selection is not easy. There are lots of call center options. And after you’ve made the decision, you need to be prepared to make a heavy investment of time with the new team to ensure they are successful. Many executives and managers overlook the importance of the time investment when they are developing the plan.

To ensure your outsource initiative is successful, here are some keys to ensure success. Continue reading

Do You Need a 24×7 Contact Center Vendor?

By Patricia Qvern, Operations Manager

Contact Center VendorAs consumers, we want every call center that provides us service to operate 24 hours a day, 7 days a week. We want to be able to call and order a “thingamabob” at 1:00 AM, as well as, reach a live person to help when it’s 90 degrees and the air conditioner stops working. As consumers, we LOVE to have the convenience and reliability to pick up the phone and get what we want or need on our time schedule. The reality is, we don’t always get what we want and must compromise and call back during regular business hours and in some instances, it’s perfectly okay – just a little inconvenient.

But what about the times when you need immediate customer service? And how does a business determine if offering 24×7 inbound call center services is necessary? Continue reading

Third Party Call Center Selection – Inbound Focus

By Melissa Werth, Customer Service Supervisor

Third Party Call CenterYour boss has asked you to find a third party call center for your inbound customer service or sales calls. You don’t know the first thing about what to look for, but it can’t be that hard, right? Here are a few things to consider and look for.

First, here’s a little bit of background: my area of expertise and focus is in inbound calls, including inbound sales and customer service. I believe that the front line team that speaks with your prospects and customers can make or break your business. While customers don’t see their face, they are the face of your business when the customer is calling in. Continue reading

Call Center Monitoring Checklist: Brief is Best

By Heather Dubas, Senior Operations Manager

Call Center Monitoring Checklist

I don’t know about all of you, but I LOVE the buzz of a call center floor! I remember hearing it for the first time after being out of the industry for about 10 years and it was so crazy– I did not realize I had missed it so much until I was standing in the middle of all those busy, energetic agents making calls. Those agents are the front line of any call center and if we don’t have excellent and exceptional agents, then we have nothing to provide to clients. There are some very key processes that your team can follow to ensure that you have the best of the best for agents and having a solid Quality Assurance process for call center monitoring is one of them.

Most call centers have their own Quality Assurance person or team, and some outsource the duty. Either way, the process should not be time consuming and it should be easy to execute by the QA team as well as easy to understand by the agent and client. Here are some reasons why you should develop a QA checklist that is short and concise for call center monitoring. Continue reading

Contact Management Services Employee Engagement Tips

By Shannon Svasek, Operations Manager

Contact management services employees are engaged with reward program like HUG.Making sure your employees are engaged is important but something we all struggle with. Engaged employees are not only happier but more successful and contribute more often. An employee who is not engaged is in a dangerous place. In danger of terminating their employment, in danger of becoming unsuccessful, in danger of becoming unhappy and more importantly being a danger-spreader to those that work with them and around them. So how do we keep everyone positively engaged? (Good question, right?) Continue reading