3 Proven Ways Call Centers Can Better Streamline Operations

Chart Your Course

Customer Service is Important to Call Centers. In particular, when it comes to improving the customer service experience and streamlining operations, today’s call center agents now have a wide array of tech solutions to resolve these matters. Here are three proven ways today’s call centers can better streamline operations and achieve greater success. Cost savings are integral to the business model of most call centers.

4 Questions You Should Ask Before Choosing A Call Center Solution

Tanveer Naseer

If it is time to change your current call center solution, the right choice could completely transform the way you communicate with your customers. Not all call center solutions will meet your. Your enterprise deserves the very best, with reliable and accessible methods to deal with any questions or concerns. Click to continue reading. Other

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4 Ways to Improve Customer Care in Your Call Center

Strategy Driven

If you’re managing a call center, customer care is the name of the game. You’ll undoubtedly have all kinds of targets to meet, and it’s in your interests to make every call a customer care success. Here are four ideas on how to improve customer care in your call center. With a smile, you can set up in the right way even the most challenging of calls. Working in a call center can be energetic, fast-paced, and fun.

NATO Phonetic Alphabet – SIA & Call Center Training

Rapid BI

We have all been there, on a phone call to a call centre and trying to make sure that the spelling of a name or address etc is correct. the the person in the call centre starts saying things like "a for apple" or "T for tree". The post NATO Phonetic Alphabet – SIA & Call Center Training appeared first on RapidBi.

NATO Phonetic Alphabet – SIA & Call Center Training

Rapid BI

We have all been there, on a phone call to a call centre and trying to make sure that the spelling of a name or address etc is correct. the the person in the call centre starts saying things like "a for apple" or "T for tree". The post NATO Phonetic Alphabet – SIA & Call Center Training appeared first on.

13-point Checklist To Evaluate Your Call Center's Customer Service

Eric Jacobson

Every business leader should periodically call his/her company to observe how their customers are being treated by their employees -- because, all too often a phone conversation becomes a customer turnoff rather than a relationship builder. Was the call handled efficiently without being abrupt? Did the employee fumble when transferring the call if making a transfer was necessary? Was there distracting background noise on the employee''s end during the call?

13-Point Checklist To Quality Control Your Customer Service Call Center

Eric Jacobson

Every business leader should periodically call his/her company to observe how their customers are being treated by their employees -- because, all too often a phone conversation becomes a customer turnoff rather than a relationship builder. Was the call handled efficiently without being abrupt? Did the employee fumble when transferring the call if making a transfer was necessary? Was there distracting background noise on the employee''s end during the call?

The Meeting to Decide Whether to Outsource the Call Center

Management Excellence

Note from Art: this is a rave. I was on the receiving end of one too many miserable support experiences recently, and this is my, “I’m Madder than Hell…” response. To the Executives and CEOs who believe it is a good idea to make your customer's lives miserable, get a clue. Customer Service Leadership Performance Quality Systems Management Social Commentary Social Satire Customer Abuse Dumb Decisions Peformance quality

How to Lead a Team on Different Schedules

Let's Grow Leaders

Communication Employee Engagement & Energy 24x7 call centers remote teamsHow do you build a high-performing, cohesive team when people are working on different schedules? Clarity is even more important as you get everyone working toward the same goals and it takes extra effort to build relationships with little face-time. Here are […]. The post How to Lead a Team on Different Schedules appeared first on Let's Grow Leaders.

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The Turnaround Factor: Digging Deeper

Let's Grow Leaders

I’d been giving out recognition awards on my massive “road trip,” a 27 states in 45 days kind of tour of motivational kick off meetings in Verizon Wireless’ outsourced call centers. Lisa was one of the heroines in this call center’s turnaround story, I was delighted to talk to her to understand the secret to her success. After thousands of calls, only once have I had a customer respond to this in a negative way.

The Power of Observation: 6 Ways to Show Up Helpful

Let's Grow Leaders

I just got off the phone with a frustrated CEO, who was fired up after a half day of observation in one of his call centers. Commitment Customer Service Winning Well call centers management mbwa“Karin, Why don’t these managers GET IT? I just left a visit to one of our […]. The post The Power of Observation: 6 Ways to Show Up Helpful appeared first on Let's Grow Leaders.

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Small Gestures of Trust Build Great Results

Let's Grow Leaders

This is not the norm in the call center space, but one guy raised his hand. authenticity Build Relationships Empowerment trust Ace hardware call centers customer loyalty customer service effective call centers effective communication empowerment great customer service International customer service association

Shooting Freethrows: 7 Basic Competencies Every Team Leader Must Master

Let's Grow Leaders

For My LGL Call Center Peeps. I know many of you work in a call center world. I’ve been doing a good bit of work and writing recently for call centers that I thought would be useful to share. 5 Myths Hurting Your Call Center Strategy. What Every Great Call Center Needs. Also, if you’re interested in attending Call Center Week in Las Vegas this June, please let me know.

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Saturday Salutation: How She Began

Let's Grow Leaders

I met a fantastic woman at a call center recognition event. Really Listen Saturday Salutations Take Risks Began begin building confidence call centers coaching confidence effective call centers mentoringMy day began well. She shared this great story… which I humbly share with you. Everyone kept telling me that I needed to be more confident, to be the expert for our customers. But the problem was I just wasn’t feeling confident.

How to Be a Better Team Leader: A Case Study

Let's Grow Leaders

After all this was a recognition focus group for the top reps in this enormous call center. accountability Authenticity confidence Fear and Courage grow your career Risk taking call centers career development disengagement employee engagement frontline leader frontline leadership leadership team leaders Team Leader Turmoil “I used to be one of those disengaged reps, you’re talking about.” We were all a bit shocked by Mike’s response.

Want Great Customer Service? Call A Vampire

Let's Grow Leaders

If you need to contact a customer service call center, today would be a good day. From my experience and in talking to leaders in call centers across the industry, today the phones [.] Call A Vampire appeared first on Let's Grow Leaders. authenticity Build Relationships culture Risk taking call centers costumes customer service energy fun halloweenYou will likely get great customer service. Employees will be happy, spirits will be high.

Advantages of Outsourced Answering Services

Strategy Driven

You can send your books to an accountant, your calls to an answering service and your intelligence technology management to an IT firm, while you concentrate on the core projects and tasks that build your company up. Extend Your Call Hours. Many answering services offer call-in hours around the clock and on all days, with the phones being answered by real people instead of an automated system.

5 Reasons Customer Service is Important to Small Companies

Strategy Driven

One way to achieve this is through a call center or answering service that can tend every customer that calls. Managing Your Business business management call center customer relations Customer Support strategydrivenAs a small business owner, you may at times find yourself strapped budget-wise. Operating costs, marketing, and logistics may take priority over customer service but it should never be overlooked.

How American Express Transformed Its Call Centers

Harvard Business Review

[This post is part of Creating a Customer-Centered Organization.]. In the not-so-distant past, it was standard practice in customer service to hire only those candidates who knew how to follow scripts, were familiar with the necessary technology, and had several years' experience in another call center. But a few years ago, American Express reexamined its call-center strategy. We decided not to worry so much about candidates' previous call-center experience.

4 Benefits of Incorporating Customer Service Into Your Marketing Strategy

Strategy Driven

Companies like SolidCactus offer call center services and other digital marketing solutions that can help ensure that your customers get the quality service they expect from your brand. Customer Relationship Management Entrepreneurship Marketing & Sales business management call center services customer relationship management entrepreneurship marketing and sales strategydrivenIt is no secret that customer service can make or break a business.

Why Our Employees Asked Us To Stop Giving Away Cars

Strategy Driven

Craig’s expertise in maximizing the sales process – and Listen Up Español’s impressive track record of higher conversion rates and higher average order value than any other Spanish language call center – was achieved from the ground up, having started his professional career in door-to-door sales and rising through the ranks in many call centers. Easy-to-implement ideas to improve your corporate culture and drive employee engagement.

How To Build Customer Relationships Through Phone Conversations

Eric Jacobson

Every business leader should periodically call his/her company to observe how their customers are being treated by their employees -- because, all too often a phone conversation becomes a customer turnoff rather than a relationship builder. Was the call handled efficiently without being abrupt? Did the employee fumble when transferring the call if making a transfer was necessary? Was there distracting background noise on the employee''s end during the call?

Call Centre Data Protection & privacy – take action to protect yourself now!

Rapid BI

Double standards by call centre staff & utilities firms with our data and our privacy Call centre data protection – suppliers that have our data claim they take this stuff seriously. The post Call Centre Data Protection & privacy – take action to protect yourself now! Business Customer service call centers call centres customer service data protection passwords privacy

Five Steps to Resource Optimization: Any process can be improved.

Strategy Driven

StrategyDriven effective executives, efficient employees Home About The StrategyDriven Organization Our Company Our Contributors Karen K. Juliano Howard T. Dickens Jr. Lucas D. Ives Sharon Drew Morgen Hank Moore Jamie P.

Focus on the Fundamentals

Let's Grow Leaders

” -Larry Bird I walked into the call center training room and the team was all working on the call center equivalent of a basketball “3 pointer” […] The post Focus on the Fundamentals appeared first on Let's Grow Leaders. “I wasn’t real quick, and I wasn’t real strong. Some guys will just take off and it’s like, whoa. So I beat them with my mind and my fundamentals.”

5 Ways to Unblock Leadership Energy

Let's Grow Leaders

I felt my energy drain as I drove toward the call center. The center’s results were stagnant– it was time to dig deeper. I was there to help, but also to deliver some tough messages. Necessary, not fun. “Joe,” one of the managers, ran enthusiastically across the parking lot. Joe’s energy ignited [.] The post 5 Ways to Unblock Leadership Energy appeared first on Let's Grow Leaders.

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The Insiders Guide to Micromanagement

Lead Change Blog

She has a diverse background of executive leadership experience in sales, customer service, call centers, human resources, merger integration, training and leadership development-- the last 20 years of which have been with Verizon. She most recently served as Executive Director of the Strategic Partnership Channel at Verizon Wireless where she transformed customer service outsourcing, working with companies and call centers to build great customer experiences and strong cultures.

In Search of the Perfect “Boss”

Lead Change Blog

She has a diverse background of executive leadership experience in sales, customer service, call centers, human resources, merger integration, training and leadership development-- the last 20 years of which have been with Verizon. She most recently served as Executive Director of the Strategic Partnership Channel at Verizon Wireless where she transformed customer service outsourcing, working with companies and call centers to build great customer experiences and strong cultures.

3 Unexpected Uses for Word Clouds: Leadership Style

Let's Grow Leaders

At the beginning of each year, I travel the country giving inspirational kickoff speeches in call centers. This year, the theme of my speech is creating “connections” with our customers and our teams. What better way to reinforce connections, than to include everyone in the speech writing? Word Cloud Crowd Sourcing While preparing the speech, I […] The post 3 Unexpected Uses for Word Clouds: Leadership Style appeared first on Let's Grow Leaders.

5 Reasons Your Great Idea Isn’t Working

Let's Grow Leaders

We needed some fun recognition to inspire call center reps to provide great customer service. “Let’s give […]. When you’re running full speed ahead with a great idea, be sure to look back over your shoulder to see who’s with you. A Great Idea My staff team had a great idea. They were buzzing with excitement. The post 5 Reasons Your Great Idea Isn’t Working appeared first on Let's Grow Leaders.

Leave Your Burdens at the Door?

Let's Grow Leaders

One of the most frequently uttered phrases in call centers is to instruct reps to “leave their home burdens at home, they won’t help you serve our customers.” ” I get it, but I refuse to say it. The truth is, I don’t believe life works that way. Asking employees to “forget” that they’re a human […] The post Leave Your Burdens at the Door? appeared first on Let's Grow Leaders.

Defining Your Unique Value Proposition: A LGL Virtual Meet and Greet

Let's Grow Leaders

For example, when I am positioning myself for change management work in the call center space, I do believe I have a cocktail that is unique. I’m uniquely positioned to help a call center turn their results around. What is your unique value proposition? What unique set of experience, skills, and style do you bring to the your work? If you’ve never tried this before I challenge you to give it a shot and share it with our community.

First Look: Leadership Books for March 2020

Leading Blog

Cops chase robbers, doctors treat patients with chronic illnesses, and call-center reps address customer complaints. For bulk orders call 1-626-441-2024. Here's a look at some of the best leadership books to be released in March 2020. Don't miss out on other great new and future releases. The Catalyst : How to Change Anyone's Mind by Jonah Berger. Everyone has something they want to change.

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Holding space for possibility

Lead Change Blog

On one occasion, a group of us were working on a national project to improve call center productivity. It was another Zoom coffee chat, this one happening a week after George Floyd’s death. One participant, a social justice activist, asked if, in light of current events, would any of us describe ourselves as racist. Absolutely not,” said one participant. “I’m I’m completely colorblind.”. For real? You’re not just playing around with me?” Asked the activist. “I’m

Leaders Beware: The Peril Of The Accountability Trap

Terry Starbucker

That is, how do you avoid what I call the “ accountability trap “, where teammates are so focused on what happens if they run afoul of their responsibilities that they go into a paralysis, unwilling to take any risks to drive the company forward. She described a recent call she had with an elderly woman, who was too frail to climb under her desk to reset a cable modem.

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Turning Observation into Innovation

Leading Blog

What have we done that could be called really innovative in the last year? It’s why companies like Google and Intel have called upon corporate anthropologists to bring give them fresh perspectives on their own businesses. Users connect with you through call centers, emails, searches, your website, and networking events. E VERYONE WANTS to be an innovator.

The Fastest Way To Better Results

Let's Grow Leaders

Shelly (not her real name) was completely frustrated with her team’s call center results. ” She came back with a laundry list: meeting each employee at the door as they came in; spending the first 2 hours of his day doing nothing but sitting side by side with his call center reps; starting each one-on-one talking about something personal; birthday cards; following up on “no big deal” stuff like how their kid did in the soccer game last week.

Bringing Unity to a Remote Team

Lead Change Blog

Taking the first one or two minutes of a conference call to talk about the weather or a common neutral interest will lighten the mood and show that you care about them and not just the project at hand. For instance, if you hire a call center and have received several customers commenting on their great interaction with a certain representative, let her manager know. There are tons of advantages to working remotely and hiring remote workers, but there are some setbacks too.

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4 Important Ways Leaders Earn Respect, Gracefully

Terry Starbucker

Or knowing that a call center agent puts on a headset at 8AM, and aside from breaks and lunch, the calls NEVER stop. One of the best things I ever did was to go on “ride alongs” with the technicians, or put on the headset myself and take calls (my goodness, that was one of the scariest moments of my life, just getting those “beeps” in my ear over and over and over again).

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The Power of a Good Pause

Let's Grow Leaders

Police, firefighters, military, call centers, convenience stores. To me the most remarkable part of Christmas is how everything goes from ridiculously busy to a full-on stop. The Winning Well workshops, the keynotes, the 2017 planning, the filming, the travelling (well not that), the rehearsals, the concerts, the shopping, the cooking, the visits, and then the pause. When I walk into a candle lit church, all the chaos seems to melt away.

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The Classic Business Dilemma and 4 Steps To Solve It, (Almost) Every Time

Terry Starbucker

A lot of it surrounded improvements to call centers, and this was where the dilemma came to the surface. The implication was clear – improve the call center “service level” (the percentage of calls answered within 30 seconds), or suffer the slings and arrows of impatient customers. Should we be running out to hire more staff, upgrade our phone switch, and make sure we answer every single call within 30 seconds?

4 Ways to Provide Meaningful Encouragement

Let's Grow Leaders

Sure I had done a lot of speaking before, but only to internal Verizon crowds or to my outsourced call centers where I was “the client. Call me when you’re ready to go and I’ll help. And for my call Center Peeps, see my ICMI video interview How to Be a Better Contact Center Manager. My guess is that right about now, you could use some encouragement.

What’s Really Killing Morale and Employee Engagement

Let's Grow Leaders

the call center I’d been called in to doing consulting work was doing so much right. So I transferred the phones to another center, and had everyone pull their chairs to the center of the office. Janice shared: I’d had enough: the gossip; the veterans scaring the new hires; more and more people doing just enough to get by… And I was frustrated because we’d done so much to foster employee engagement. I changed out some toxic leaders.

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