The average call center first-call resolution rate fluctuates between 70-79%. This means that 21-30% of customers have to call at least one more time to have their issue resolved. What is first-call resolution rate, and why… Read more »
Enhancing First-Call Resolution Rates: A Guide to Efficient Inbound Call Center Operations
Ensuring Data Security in Inbound Call Centers: Best Practices and Compliance
Jan 30, 2024
According to IBM, the average cost of a data breach in 2023 was approximately $4.45 million. Can your call center withstand such an exorbitant expense? Even if it can, navigating the aftermath of a data… Read more »
Utilizing Telemarketing Solutions to Manage Customer Feedback
Jan 23, 2024
Though telemarketing solutions are associated with various sales initiatives, they are also about building relationships. Customer service telemarketing solutions centered on feedback help businesses enhance relations between their customers and the products and services that… Read more »
The Art of Warm Transfers: Building Seamless Customer Experiences in Call Centers
Jan 16, 2024
Imagine this scenario: One of your customers is on the phone with a customer service representative. They spend several minutes explaining a complex issue. Just as they finish, the support agent realizes the customer needs… Read more »
How to Select a Third-Party Call Center Services Partner
Jan 9, 2024
Over 50% of retail customers in the United States prefer to address urgent issues via phone conversations. This statistic demonstrates the importance of providing your customers with high-quality, timely phone-based support. However, delivering this support… Read more »
Incorporating Multichannel Support: How to Manage Inbound Calls Alongside Other Communication Channels
Jan 2, 2024
According to Digizuite, brands that excel at multichannel (also known as omnichannel) customer engagement enjoy better annual revenue increases and lower costs per contact than other brands. The bottom line is that customers expect to… Read more »
What Makes a Top Customer Service Outsourcing Company
Dec 26, 2023
Top customer service outsourcing companies are those that consistently deliver high-quality service and support to their customer’s clients. The value realized in terms of actual benefits and returns that a company achieves by outsourcing its… Read more »
The Human Touch in a Digital World: Strategies for Personalizing Inbound Call Center Interactions
Dec 19, 2023
Did you know that two-thirds of consumers expect brands to understand their expectations and needs? Today’s consumers want customer interactions to be personalized around their unique needs. While you are probably already applying personalization to… Read more »
What’s the Difference Between a “Warm Transfer” and a “Cold Transfer”?
Dec 12, 2023
Did you know that one in ten inbound support requests results in an escalated call? While call transfers are not unusual in the world of customer support, how you transfer those calls makes a huge… Read more »
How to Tell if You Need BPO Customer Support Services
Dec 5, 2023
If you are finding yourself drowning in customer service requests and pushing your call center resources to the limit, then it may be time to consider business process outsourcing (BPO) customer support. With that said,… Read more »