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Posts Tagged ‘call center management’

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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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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How to Handle Angry Customers on the Phone

Call center jobs are already stressful, and dealing with frustrated customers doesn’t make your job any easier. In fact, handling difficult customers over the phone is consistently listed among the top 3 reasons for turnover in the call center. Helping your agents manage irate customers and de-escalate those interactions will go a long way in…

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How to Manage Remote Call Center Agents

Looking to learn how to effective manage remote call center agents? Today’s virtual call center solutions allow for more flexibility than ever, especially when it comes to remote agents. But, because remote employees work outside of a central office or location, some virtual call center managers worry about how to monitor remote employee activities. With…

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How Much Does a VoIP Call Center Cost?

  Upgrading an outdated Call Center to a VoIP Call Center platform lets you take advantage of cloud technology while reducing monthly costs! As the provider of some of the most affordable VoIP call center software anywhere, we are all about cost-efficiency. What Are the Cost Factors for a VoIP Call Center? VoIP Call Centers…

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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…

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Your 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…

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Tips 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.…

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3 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…

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