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How to Reduce Hold Time in a Call Center

Don’t let bad hold practices be the reason you lose customers! Customers dial call centers for fast solutions and answers, don’t disappoint them and place them on hold. No one wants to waste their time by placing their phones on speaker and blasting hold music waiting for an agent to respond. We know that sometimes…

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Best Ways to Use Call Center Scripts

Request Demo Talk to an Expert Contact Us As a provider of some of the most effective, yet affordable, inbound call center software on the market, we are all about effective tools like call center scripts. When your customers think of call center scripts, they usually think of your agents reading from a piece of…

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How to Call India from the US

  Calling abroad isn’t always easy. Not only are phone numbers formatted in a variety of different ways, every phone number has its own specific dialing requirements. In this post, we’ll explore how to reach one specific type of number. We’ll show you how to call India from the US and explore ways that, as…

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Top Call Center Etiquette Tips

Request Demo Talk to an Expert Contact Us Establishing great call center etiquette standards is one of the most important things you can do for your brand reputation. Oftentimes, a phone call made to customer service is a person’s only live interaction with your business. That means the majority of your brand perception is defined…

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China’s New Calling Regulations

In an attempt to crack down on spam traffic, Chinese telecom regulators recently released tighter restrictions in regard to voice calls made to China. How does this affect you? If you make outbound calls to Chinese destinations and your traffic patterns fail to meet these new standards, your calls have a high chance of being…

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Call Center Agent Scorecard Templates

Agent scorecards are a go-to tool for creating a strong, successful call center team. Like any other tool, your performance tracking forms should be set up for your call center team’s specific standards and use-cases. Today we’re covering the most common mistakes that lead to inaccurate or ineffective feedback for your agents, based on nearly…

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Call Center Attrition Rates

In order to effectively measure the health of your business, you must understand employee turnover and attrition. Employee turnover causes major headaches for call center operators, and getting a better understanding of what it is can help you take the steps to reduce it. But first, let’s take a look at how employee attrition is…

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Toll Free vs Local Numbers

Request Demo Talk to an Expert Contact Us Toll free numbers vs local numbers. We’ve noticed plenty of confusion about the differences between the two. We also see plenty of misinformation out there about when a business should use toll free vs local numbers. Today I hope we can do a better job explaining the…

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Most Effective Call Center Bonus Structures

Looking to create a call center bonus structure? In this guide, we’ll go over all you need to know in order to have an effective call center bonus plan for your agents. Call center bonus plans are critical as they increase retention, motivate agents, and boost customer satisfaction. To help you out, we’ll cover call…

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Your Most Important Call Center Coaching Tools

Training your call center agents is half the battle, the other half is making sure that information learned in training is actually being used by agents. We understand how much time and effort goes into training your call center agents, so it is worth the time to make sure those efforts don’t go to waste.…

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