Latest News & Press Releases
Direct response is a creative marketing endeavor designed to drive action in the moment—an intention to make things happen now. More precisely, a direct response system combines a value proposition with a call-to-action to encourage… Read more »
The work environment as we knew it before the pandemic feels lightyears away. Many companies have allowed or encouraged staff to return to the office on some level. However, the how and where we work… Read more »
A call center for small businesses serves as an important resource for companies as they grow and expand. Though call centers are often associated with large companies and organizations, businesses, regardless of their size, have… Read more »
Any brand considering having an outsourced contact center serve their valued customers must take steps to ensure they have the right service provider as their partner. Companies invest extensive resources, money, and time establishing their… Read more »
Operating after-hour call centers allow businesses to reach more of their customers and potential customers by increasing the time their company is open for business. Conversely, limiting the hours your business is open is simply… Read more »
Call centers aim to achieve specific goals, typically reported in Key Performance Indicators (KPI) for inbound customer support programs. Depending on the nature of the program, common KPIs can include ASA (Average Speed of Answer),… Read more »
For business owners wondering if there is still a need to offer phone customer service support, take note that customer service delivered on the phone is still the preferred method of support that people choose… Read more »
Quality assurance (QA) efforts serve as a check and balance for service providers. Not only do QA programs help ensure that personnel are fulfilling their job responsibilities, but following quality assurance best practices can also… Read more »
With today’s technologies, companies developing an outbound call strategy have various tools to choose from. Knowing which tools to use is key in developing a strategy. Among these is direct contact, a tried and true… Read more »
Numerous variables contribute to the success of contact center agents. The fun of working in contact centers is largely due to the dynamic environments that exist within; they are always changing and evolving. At Telecom,… Read more »
