What? Are you telling me that not everyone loves their job? No way! We simply can’t believe it. According to a report by the Conference Board, a New York-based nonprofit research group, 52% of people are unhappy at work. Over half of the people sitting at the office or working in the drive thru right now are not pleased with …
5 Ways to Build Rapport Over the Phone
If you work in a call center, you already know that building a connection over the phone is key for engagement and ultimately, a smooth resolution. Building rapport with customers is an important stepping stone in fostering a positive customer experience, which can largely impact overall customer satisfaction. Sometimes a happy back-and-forth conversation comes very naturally with callers, but other …
5 Quick Tips for Customer Service Representatives
Being a good customer service representative (CSR) is an art, but an obtainable one. It takes patience, finesse, understanding, empathy and much more. It also takes technical and organizational skills to effectively balance the needs of both the customer and the company. There are many ways to become a successful customer service representative and it starts with training. It takes …
Why a Long-Term Partnership with Your Call Center is Key to your Company’s Success
Like many relationships, the more you get to know the person or business, the more you can benefit from the information you are obtaining. Over the years we’ve found that the longer we work with a customer, the more we begin to understand each other and work together effectively to achieve long-term goals and success. We start by accessing the …
How to Prepare a Successful RFP
Preparing a successful RFP or Request for Proposal is vital to the future of a call center. An RFP pairs the call center with different vendors. Therefore, writing a good RFP is necessary in order to not choose the wrong vendor. There are several factors to consider when writing an RFP. In writing a successful RFP one must ask many …
4 Ways to Handle an Angry Caller
It’s inevitable. As a call center representative, you will experience an angry caller once and again. The key is how you handle it. You’ve undoubtedly learned a few tips to have up your sleeve when you have these types of calls, but here are a few pointers to keep in mind. You might consider writing a few of these down. …
5 Reasons to Work in a Call Center
Working in customer service is not always the easiest job to do, but it can build competence that people can carry with them for years to come. From accelerated training to superior people skills, many jobs in the customer service arena teach individuals things they may not learn elsewhere about work, people and life. It’s no surprise that many people …
Ways to Strengthen Customer Service
World class customer care is a necessity when it comes to running a successful business. In order to keep the customers happy and coming back, the business must first meet every customer’s individual needs. Customers come from all parts of the world, male, female, young, old, and the business must meet the different requirements for each of these individuals. By …
Practicing gratitude in the workplace
With Thanksgiving just around the corner, it’s the season for words like “grateful” and “thankful.” Though it’s easy to practice gratitude when sitting around a turkey-bedecked table, surrounded by loved ones, gratitude isn’t just for Thanksgiving. In fact, practicing gratitude daily is a great way to bring positivity and joy to your life- even in the workplace. Why practice gratitude …
5 Ways We Prepare for the Holiday Rush
When the pumpkin spice lattes begin to make a resurgence and the air begins to chill, it can only mean one thing: the holiday rush is coming. Depending upon your life, that can mean different things. Those of us in the call center game recognize the holiday rush as a period of time during the 4th quarter marked with increased …