Call Center Metrics.

ecommerce 5Call Center Metrics.

Your call center operates in a high-stress environment and to achieve your full potential, you need to be dialled into the latest KPIs and metrics. Real-time metrics like current service level, call volume, and call abandon rates should be coupled with KPIs like customer satisfaction, cost per contact, and call resolution to provide a holistic view of your call center’s performance. By putting these KPIs and metrics on aweb and mobile dashboard, you gain the data visibility you need to deliver the highest quality of service to your customers.

To help get you started, we’ve put together a list of the top 10 call center KPIs and metrics our customers use to monitor their performance.

Just Know How Outbound Call Center Re-Evaluates Customer Service by Ricky Smith

Customer service is indeed a vast experience and it is not limited to some particular zone. In this article, we will discuss how outbound call center is able to re-evaluate customer service with their latest features.

A majority of consumer in different part of the country did their survey and has felt that customer service is the most crucial area on which a company should lay stress in the present economy. However, they were all concerned about focusing on this major area.

Every contact centers have their own way to provide customer service. Being a customer service executive one might think that their outbound call center is not yielding results according to investment forwarded.

However, the executives at outbound call center can be suggested to think again, the reason of the failure of customer service may be counted upon:

Not Listening To Customers-The outbound agent who is in charge of handling the calls with prospective customers should not only hear them but they should try to understand what their actual need is. This is will also depend on the flow of call quality and based on regular training that are provided to outbound agents. [Read more…]

Outsourcing Customer Service – Are There Any Disadvantage? by Brown Wilson

Call center service outsourcing has both disadvantages and advantages. It is necessary to know the disadvantages prior availing the service so that you can reap the maximum benefit from it.

Equipments, gadgets and appliances rule the market in today’s high tech world. When you are using some gadget for your everyday living, it is quite likely that you will have certain technical issues and concerns regarding it. When you are into trouble, you definitely contact the customer care service providers for clarifying certain issues or resolving the problems you are facing with the gadget. Call center tech support can effectively help you in dealing with the problem.

However, at times it becomes difficult for the tech support call center professional to understand and resolve your problem. Why? It is because of the location of the caller. The calling executive is situated at a far distance, hundreds of miles away from the customer. Hence, the conversation with the customer service personnel becomes very important. [Read more…]

A Live Answering Service Can Help Improve Customer Service by Seoacount

Any business worth its salt will be aware of the importance of making and keeping their customers happy and doing their best to improve customer service, and a live answering service allows businesses to do just that.

A happy customer could be the single catalyst to bring in thousands more; a dissatisfied or disgruntled customer has the potential to turn away perhaps more, hitting you negatively in the pocket. However, many of these businesses might not be familiar with the insights of what is required to help them improve their service to customers. Here are five strategies to excellent service that can help keep a smile on your customers’ faces ” and on yours.

1. Pay attention to customer satisfaction
At every natural opportunity try to have a quick chat with your customers. Talk to them at the register, on the phone if they call or by website if they leave a comment or make an inquiry. Ask them a few questions about your service that might help you gauge their happiness with you. If you have a live answering service, put these questions in as a part of their script. Where there answers show dissatisfaction with anything you provide, do all in your power and that is reasonable to fix the problem. [Read more…]