How do you envision the operation of a contact center? Agents sit at computers with headphones and microphones, fielding consumer calls. However, underneath the perceived simplicity lurks a multitude of processes. These include task planning, scheduling agent shifts…
Average Speed of Answer (ASA) and Service Level (SL): The Connection Between Key KPIs of an Inbound Call Center
January 10, 2025
“You never get a second chance to make a first impression.” This saying is completely pertinent to a call center’s inbound line. This is where the client forms their initial opinion of the firm and its level of service. Metrics such as Average Speed of…
What do you feel every time you have to wait for an agent’s response in a call center? All those automated messages like “Thank you for calling. Your call is important to us. Please continue to hold, and the next available representative will assist you”. Annoying…
Telemarketing is more than just making phone calls. It’s a true art of persuasion that requires not only natural talent but also constant self-improvement. A successful contact center agent working in phone sales must be a master of argumentation, an attentive…
Contact Centers Gamification: 7 Simple Tips to Boost Agent Engagement
December 12, 2024
In a world where competition grows fiercer every day, companies are searching for new ways to attract and retain their employees. Gamification is precisely the tool that can transform an agent’s routine tasks into an exciting adventure.
In this article, we will explore…
A recent study by Mercer, a consulting company, regarding employee turnover in the U.S. and Canada revealed that call centers and contact centers face an annual turnover rate of nearly 40%, compared to an average of 13.5% across industries. Why are these industry numbers so…
In today’s world, taxi is an essential part of life for nearly every resident of metropolitan areas. Accessibility, speed, and safety are the key demands of consumers for providers of passenger transportation services, including taxis and ride-hailing services. With the…
Top 5 Reasons For Contact Center Outsourcing Services in Ukraine
December 5, 2024
In recent years, the landscape of business process outsourcing has undergone significant transformations. Globalization, technological advancements, and evolving business models have contributed to the rising popularity of delegating specific business functions to external…
Since 2019, the demand for food delivery, household goods, and other products has skyrocketed due to mobility restrictions and the closure of many brick-and-mortar stores. According to the research firm Research and Markets, the global food delivery market is projected to…
The need to establish a contact center can arise at various stages of a business’s growth or organizational development. This may be tied to scaling operations, increasing customer numbers, or the growing complexity of products or services. Often, high competition…
