Call Center Articles

1). A Call Center Is The New Touch Point With Customers By : Abigail Franks
Contact centers, commonly known as call centers have become the touch point for customers and business. These contact centers have grown from simple telephone sales to full customer service organizations. From billing issues and quote requests to full sales teams, the call center has delivered on the promise of lower overall costs to many businesses.
Article Related to: call center, acd, predictive dialer, workforce management software, call centers, call center outsourcing

2). Will Call Center Management Software Improve Your Business? By : LeeAnna
Call center management software is becoming increasingly popular, even with businesses that have only a few workers. More often called “contact centers,” call center management software has the ability to control and handle the many different needs of businesses today. Many features include instant routing of important customers to the best agents, reduce holding times for customers, and offer more efficient scheduling of employees and detailed reporting.
Article Related to: call center, call center management software

3). 9 Steps for Coaching Call Center Agents By : Myra Golden
The call record method is, in my opinion, one of the best approaches to coaching agent phone calls and ensuring quality. Here’s a 9-step plan for effectively coaching call center agent phone calls: 1. Randomly record 2 –3 telephone calls. Random recording is important. Do not record 3 calls back to back or on the same day, as your employee may be having a bad day and this may be reflected in all of one afternoon’s calls, but is not necessarily reflective of their typical performance.
Article Related to: call center, coaching employees

4). Live Operator VS. Voicemail Study By : Specialty
Specialty Answering Service, the leading internet based live operator answering service, released today an independent study showing the ineffectiveness of voicemail versus call center applicatons. The study showed that over 70% of callers do not leave messages on voicemail. It is very hard to imagine that many businesses are losing seven out of every ten calls.
Article Related to: answering service, call center

5). Creating a Call Center Script By : Karin Rosner
At the beginning of my creative career, I volunteered as an overnight deejay at a college radio station. I loved playing the music and interacting with insomniac listeners, but I got a real kick out of reading the news. I would tear copy straight off the wire service printer and if I was lucky, I had a producer turn that raw newsfeed into informational text that I read into the microphone.
Article Related to: call center, answering service, customer service, script, communication, small business

6). Call Center Questions - Determining Roi For Your Call Center? By : Carey Gillihan
* How do I calculate my call center's cost per call? There are different ways to determine your call center's cost per call. The main formula that is currently being used is to divide your total cost by the number of calls that you have attended to for a certain period of time. The main purpose behind calculating your cost per call is to know if you are getting more or less efficient in the way you are handling your customers.
Article Related to: call center, call centers, help desk, customer service, customers

7). Defining VoIP By : Specialty
When I opened Todd Cardin Answering Service twenty years ago there were not a lot of options in phone service. Today there are so many options and choices in telephony that it is mind boggling. It is confusing living with so many choices. Even those of us in the telecommunications industry find it impossible to keep up with everything. This is especially true for voice over IP.
Article Related to: answering service, call center, voip

8). Increase Call Center Efficiency with Knowledge-Centered Support By : Randy Ross
Knowledge Centered Support (KCS) can be the catalyst for huge gains in your call center efficiency and capacity metrics. This world-class methodology enables the efficient capture, reuse and publication of knowledge.
Article Related to: kcs, knowledge centered support, call center, help desk, six sigma

9). Call Center Deflection and KCS Provide a Significant Return on Investment By : Randy Ross
The Return on Investment factors from implementing call center deflection coupled with Knowledge-Centered Support (KCS) principals can be separated into hard and soft savings. Hard savings include increased capacity without the need for additional headcount, increased call deflection, and decreased time to train a new agent.
Article Related to: kcs, stone cobra, inquira, knowledge-centered support, call center, call deflection

10). Virtual Call Centers vs. Philippine Call Centers By : James Stinson
See how virtual call centers are different from Philippine call centers.
Article Related to: call center

11). VoIP Technology Shows Significant Promise For Call Center Operations By : Michael Lemm
Before plunging into VoIP head first, it's important that businesses understand just what they are "talking" about when they begin looking at VoIP technology for their call center operations. Understanding these subtleties will ensure proper planning and appropriate decisons. The first key is to realize that "VoIP" is the basic term where cost alone seems to be the driving incentive.
Article Related to: voip, call center, ip telephony, ip-based call center systems, tdm, cti, contact center

12). Finding Offshore Customers for a Call Center Startup By : Altaf Khan
Finding offshore customers for a call center startup is a difficult proposition. The real challenge, however, comes afterwards - delivering and meeting the expectations of those customers! First things first though - how to go about finding your initial customers? The first question that you need to ask yourself is why some organization should outsource work to you? For them outsourcing is certainly an attractive, but high-risk proposition.
Article Related to: call center, outsourcing

13). Customer Satisfaction By : Russel
Call center outsourcing is one of the most high-rising industry in our world today. But what really happens in a call center outsourcing center? Primarily, call center outsourcing or contact centers is a service that conduct both inbound and outbound services. They are a function outside of the main company that focus on the services for customers. They can do inbound technical support or customer help or outbound telemarketing services.
Article Related to: call centers in the philippines, philippines outsourcing, call center outsourcing, customer service outsourcing, outsourcing, call center

14). Why do you need a Contact Center? By : Hani Masgidi
Why do you need a Contact Center?
Article Related to: call center, contact center, call centre, crm, contact centre

15). Answering Service, What Every Small Business Needs! By : James Calvin
An answering service is what every small business needs. Anyone who has ever worked for a small business, or has owned a small business knows that the answering service is a true God send. Every time you are not able to answer the phone, you take the risk of losing business. With an answering service, you don’t worry about missing important calls. Whether its an emergency or just an important client that needs a fire put out, answering services can meet your need.
Article Related to: answering service, call center, customer service

16). A Team That Gleamed By : Sean North
Too many techies get a bad rap for lacking teamwork and communications skills. The stereotype is that while techies are great at what they are trained to do, they cannot parlay their knowledge onto others. Because of the stereotype that techies cannot communicate, they also can be stigmatized that they lack adequate teamwork skills. So, what are the.
Article Related to: communication, teamwork, teambuilding, techies, information technology, call center, team, motivation, inspiration

17). E-Commerce Business – Proceed With Caution By : Specialty
There is an epidemic in the United States. An epidemic that is so overlooked, if gone unchecked any longer, could cripple the economic strata of the U.S. An epidemic that could be responsible for the genocide of millions of businesses. Curious what it is? I am referring to the gross mismanagement of e-commerce businesses. Okay, perhaps the phrases “cripple.
Article Related to: answering service, call center, e-commerce, customer service, customer relationship management, crm

18). The Lost Art Of Resume Thank You Letters. By : James Calvin
Writing resume thank you letters is becoming more of a necessity in today’s ever competitive world. These days, you need to find a way to set yourself apart from the rest of the pack. It can be difficult to do so for a very sought after job. One way to give youself an edge is to simply do the courteous and thoughtful act of mailing a thank you letter after your resume has been looked or even received.
Article Related to: answering service, call center, customer service

19). How To Choose an Answering Service: Part II By : Specialty
In my last article, we covered four basics: 1. take advantage of any free trial periods, 2. watch out for long contracts, 3. get references, and 4. don’t be too concerned with high prices. For this article, we will assume that you have diligently followed the 4 steps in the first article and are ready for the next evolution – how to your answering service running smoothly.
Article Related to: answering service, call center

20). Your Call Center Trainings By : Hani Masgidi
Training is the key for any business success, as it prepares you to take-on the challenges with a lot more skill and belief and when its matter of creating good impression on the customer who is of other nationality, other culture and creed, the role of training gets even more pivotal.
Article Related to: call center, call center training, call center trainings

21). Finding a Call Center Job By : Shela Kay Janda
Call Centers have the capability to create a large number of jobs or employment opportunities. For this reason so many communities with soaring unemployment rates try to find call center companies in the vicinity and that is the reason offshore countries are approaching to expand and create their own call center unit or industry. The scope for finding a job in a call center is immense.
Article Related to: call center jobs, call center services, call center, call center outsourcing, call center career.

22). Fire Your Secretary By : Specialty
Peer out of your office door, what’s your secretary doing right now? If you answered surfing the internet, taking a nap, or reading a magazine, it’s time to rethink where your money is going. In an ideal situation, a secretary would be paid for the work they accomplish and not for watching the clock. If is my theory that small businesses can save money by hiring a secretary part time to manage office business and utilizing an answering service to manage the phones.
Article Related to: answering service, call center

23). How To Start A Call Center Home Business By : Gaetane Ross
The trend nowadays is for people to work at home, even in their pajamas. Some people start work even before they have breakfast. But these are the lucky few, who were able to find their ideal home business.
Article Related to: home business, work from home, work at home, internet business, call center

24). Is 2007 the Best Year for Call Center Outsourcing? By : Craig Rad
Recently, the answering service companies have experienced extremely important increases due to the large volume of information that need to be transmitted among business men and their clients. Is 2007 their year?
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25). How To Choose A Good Call Center For Your Company By : Adrian Adams
While certain companies may find a receptionist more than enough to answer the phone, other companies may require significantly extensive call management.
Article Related to: call center