Call Center Training

How to Handle Escalated Calls in Call Center?

Contact center employees are accustomed to dealing with different kinds of customers having varied issues. But sometimes they are faced with situations that test their ability to handle customers and provide effective solutions. One of the most challenging situations faced by the employees is handling an escalated call. It is something that no contact center …

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5 Dumbest Things Call Center Agents do to Irk Customers

Calling has always been an integral part of a contact center, and unsurprisingly call center agents take center stage in any call center. This is one undeviating fact that is not going to change, irrespective of the advancements in technology. In precise words, call center agents are the face of customer service for any firm, …

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10 Surefire Call Center Training Methods That Improve Quality

  Your call or customer contact center works as a conduit for the interaction between your company and the general public. Thus, naturally, the nature of your customer/call center has a paramount value and stake to the future of your enterprise in terms of both reputation and resilience in the face of competition from rivals …

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7 Popular Contact Center Misconceptions And the Truth About Them

“Misunderstanding is generally simpler than true understanding, and hence has more potential for popularity.” ― Raheel Farooq Call centers and contact centers usually have a cloudy image in most of our heads. We either think of contact center reps as lowly reps, who don’t give a damn about customer service – someone working odd hours, …

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Everything You Need to Know About First Contact Resolution (FCR)

First contact resolution (FCR) refers to a customer’s issue being fully resolved during the first interaction with a contact center. FCR is a vital key performance indicator to measure the quality of customer experience as well as the efficiency of the contact center. A high FCR rate means that less number of customers have to …

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Turret – One of the Most Baffling Jargons Used In Call Centers

Jargons are special words or terms, which are used in a set context. It is well understood by those who fit into the context and can be confusing to those who do not. In a social conversation, excessive use of jargons makes the user come across as ignorant (if it is used incorrectly or out …

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5 Practical Tips to Make Your After-Call Work Quicker and More Efficient

It is a well known fact that one of the most important metrics or parameters based on which performance of a call center and its workforce is decided is – the average handling time of a call. Now, an average handling time of a call center can be defined as follows: Average handling Time (AHT) …

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