Developing a relationship with a customer within seconds of their picking up the phone is one of the most difficult tasks for a call center representative. Why is it important to know who you’re speaking to in person or virtually? Due to the fact that individuals are…
Sales is a challenging job that offers unique opportunities to develop communication skills. I know this firsthand—my professional journey began as a sales agent at the Global Bilgi contact center. After transitioning to a team leader position, I gained experience managing…
More and more companies are turning to outsourcing to optimize business processes, entrusting critical operations to professionals. One area that demands special attention is B2B (business-to-business) customer support. Unlike B2C, where the end consumer is the focus…
Sales effectiveness in an outsourced contact center is a comprehensive metric reflecting the sales team’s ability to achieve optimal client results with efficient resource utilization. Crucially, contact center sales hinge on customer experience. As team lead, my aim…
From a competency standpoint, a high customer retention rate is a clear reflection of an agent’s ability to create a positive experience. Every resolved issue, every moment of empathy, and every personalized interaction handled by a skilled agent lays another brick in the…
A website visitor typically initiates a live chat when they’re looking for a fast, convenient answer without having to call the contact center. At this moment, every word an agent types instantly shapes the customer’s impression of the service. Without the vocal tone or…
Businesses must not only call clients in today’s fiercely competitive market, but also do so effectively and at the appropriate time. At this point, call centers that oversee extensive outbound campaigns find the Predictive Dialer to be a crucial tool. Agents spend…
For large enterprises, contact centers are more than just a support channel — they are an integral part of a company’s reputation, service culture, and competitiveness. That’s why contact center scaling is no longer just about hiring more agents during peak periods.
In 2025, businesses can no longer afford to leave customer service on autopilot. Consumer expectations are rising, communication channels are multiplying, and the competition for customer loyalty is more intense than ever. That’s why contact center development is not just…
When should a hotline be called? Was your card “swallow” by an ATM? Did the courier bring you an ice-cold pizza, or were you put into the wrong hotel room? In any event, you want the problem fixed right away, without having to wait a long time or be moved…
