Posts Tagged ‘call center management’
Call Center Management: Metrics for Success
A key customer of AVOXI uses our virtual call center software to manage its outsourced call center. Metrics derived from reports and call data drive business decisions regarding its call center functions for this industry leader in consumer electronics and security solutions. Why the intense focus on metrics? A fundamental tenet of the company is…
Read MoreYour Call Center Management Checklist: The Holiday Edition
While the holidays are a time of rest and relaxation for some, retailers across the globe are preparing to scale their businesses for the busiest time of the year. There is plenty of due diligence to be done in all business departments to prepare for the chaos of the holiday season, but the most important…
Read More10 Essential Call Center Scheduling Tips
The scheduling of agents in a call center can have a major impact on the operation’s success. In particular, agent scheduling can have a tremendous impact on customer service and satisfaction levels. Your loyal customers are the key to your financial success as a company, so it’s important that effectively manage the schedule of each of…
Read MoreTips for Benchmarking Call Center KPIs
Key performance indicators, or KPIs, are an essential piece of any call center management strategy. KPIs help you manage your workforce and identify areas for improvement at almost every level: individual agents, call queues, and your call center as a whole. But without clear standards and goals, key performance indicators are really just numbers. You…
Read More4 Ways to Decrease Average Hold Time in the Call Center
Quality customer service is an extremely important aspect of any business. One thing that impacts this segment of your business is average hold time. Average hold time is the length of time customers are placed on hold when contacting your company. That being said, it’s easy to see how that can influence your customer service levels.…
Read More3 Causes of Long Average Call Duration (And How to Fix Them)
When you are running a call center, you have to find a perfect balance. You want your agents to work as efficiently as possible, but you also want to make sure they are aware of other customers waiting in their queue and that they’re successfully helping each caller. Average call duration is one key performance…
Read MoreHow to Manage Your Call Center After the Holidays
As the holidays approach, most call center managers are busy scaling up their teams and preparing for the rush. After all, anywhere from 20 – 40% of yearly sales occur during November and December for many small to mid-sized businesses. But after the busy holiday season, it’s important to remember that call center life will…
Read MoreHow to Successfully Manage Remote Call Center Agents
Today’s virtual call center solutions allow for more flexibility than ever, especially when it comes to remote workers. Thanks to these cloud-based applications, all your call center agents need to do their job is a computer and a strong Internet connection. Remote agents help cut back on operational costs, and because of their work flexibility, tend…
Read MoreCall Queue Management 101
If you’ve ever called a business with a customer support issue, chances are that you have experienced the frustration of long hold times. And let’s face it: by the time that you call in for customer support, you’re already frustrated. Then, you’re left waiting for extended periods of time until an available agent can take your…
Read MoreSeven Benefits of Call Center Scripts
When your customers think of call center scripts, they usually think of your agents reading from a piece of paper or their screen and giving everyone the same repetitive answers. This seems artificial, and can leave your customers feeling like they are not being truly heard on their specific issues. Despite the bad reputation that…
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