What Are Key Performance Indicators? For inbound contact center services, KPIs reflect customer service quality, agent efficiency, and overall business success. These indicators help us understand how well we are performing, identify weaknesses, and find ways to improve. The…
Imagine two scenarios:
Between calls, contact center agents frequently take breaks or get distracted by personal matters.
Throughout their shift, agents don’t even have time to take a lunch break.
Both cases relate to occupancy—one of the most critical metrics in an…
Absenteeism in contact centers, where most agents work remotely, is one of the key challenges affecting business efficiency. Unplanned or unjustified absences can disrupt team operations, lower customer service quality, and increase the workload on colleagues. This issue is…
10 Inspiring Quotes for a Contact Center Agent: Motivation and Professional Growth
February 11, 2025
The work of a contact center agent requires not only communication skills but also endurance, stress resistance, and the ability to quickly adapt to changes. Global business realities dictate new service standards: customers expect a personalized approach, prompt resolution…
How to Choose an Outsourced Contact Center: Avoiding Common Mistakes
February 7, 2025
Choosing an outsourced contact center is not just a formality but a strategic decision that directly impacts your business’s reputation and financial performance. However, company owners, especially those managing large businesses, sometimes make mistakes that either…
Lead Generation Via Contact Center: The Advantages of Outsourcing
February 5, 2025
Lead generation is a vital process for any business striving to grow and expand. In a highly competitive environment, attracting new customers is becoming increasingly challenging. That’s why an effective lead generation system is the key to success for many companies. One…
How to Maximize the Benefits of Customer Feedback in a Call Center?
January 31, 2025
Feedback in a contact center is not just words from customers—it is a valuable resource that defines service quality and brand trust. This is especially important for call center outsourcing, as agents essentially become the “face” of the company that has…
Have you ever wondered how the volume of incoming calls impacts the efficiency of your contact center? An excessive number of inquiries often leads to delays in request processing, increases agent stress levels, and forces customers to wait longer than they would like. This…
How Outsourcing Your Contact Center to Global Bilgi Can Improve Your HoReCa Business
January 21, 2025
If you manage a business in the HoReCa industry, you have no choice but to fully meet your customers’ expectations and provide them with the best possible experience. A critical part of this experience is exceptional customer support — available for any question, at…
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…
