What is customer experience? I have my own, very fresh and relevant example in our time. I want to share it. So, recently I was dissatisfied with the services of an internet provider. Irritated and angry, I called their call center every time the internet disappeared. And…
Patients select medical facilities based not only on doctors’ professionalism and services offered but also on the quality of service. Hence, many healthcare providers are establishing in-house contact centers or outsourcing to manage customer service. For larger…
The company’s revenue doesn’t end at the point of sale. On the contrary, it’s only the beginning of the “real” business relationship with its customers. Just think about it: the company already has the customer’s contact information, their…
If you ask the average person what telemarketing is, you’ll probably get a somewhat annoyed response with a hint of negativity. Something about TV commercials or annoying offers of all sorts of junk over the phone. Some might mention the movie “The Wolf of Wall…
The sales department in a call center performs a range of important tasks aimed at lead generation, increasing sales, and ensuring satisfaction of existing clients. The processes of handling inquiries, maintaining customer databases, and monitoring and analyzing results can…
Converting leads into customers is the primary task in the operation of an outbound call center. Therefore, the Conversion Rate, or simply the conversion rate, is perhaps the most important indicator of the effectiveness of an outbound call center, as it directly affects…
Why is the ISO 27001 standard important for call center outsourcing?
February 6, 2024
What is ISO certification?
In the dynamic business world, companies are constantly seeking ways to improve their services. Call center outsourcing for call handling has become a popular strategy for effective customer interaction management. The security and quality…
In the service industry, every customer interaction with a business transforms into a customer experience. It’s clear that the more positive this experience is, the better the prospects for business development. Call centers play a tremendous role in shaping Customer…
Working with phone call recordings in a call center is crucial for supporting the productivity and efficiency of the call center, as well as ensuring the quality of customer service. Whether it’s an in-house call center, an outsourcing call center service, handling…
Planning and efficient management of employees’ working hours play a crucial role in the operation of a call center. To ensure a continuous process of quality service, it is essential to have appropriate tools that structure the work of agents and ensure that there is…
