As technology advances, we all have that utopian dream of having all our problems answered at a click of a button. No matter the difficulty. No matter the medium…instant solutions and quality experiences. Many believe that for customer service, Artificial Intelligence, or AI, is the future of customer service and maybe the disruption of the entire call center industry.
A decade ago, no self-respecting call center director would dream of using anything that even remotely resembled a cloud-based software solution. If the software and hardware weren’t in your contact center, it wasn’t to be trusted. How else could you keep an eye on anything?
Building a call center culture that breeds motivated and empowered agents is a lot easier said than done. With so much at stake in every customer interaction, call center managers tend to be too reliant on old redundant policies that simply breed frustrated customers or a lack of sales.
In 2019, it is now more important than ever to focus in on making sure your call center agents are focused and goal-orientated. Convoso realized the need for call centers to build a company culture that breeds superstar agents. Agents that are always empowered. Agents that are always working diligently to surpass company goals.
Convoso’s ebook is aimed to help call center managers across the world build a better culture. A culture that empowers agents to exceed company goals and reach new heights within a call center.
Let’s face it…the call center industry is one of the most complex industries in the world. Call center managers are in charge of making sure their operation runs effectively–while making sure many, sometimes hundreds, of their entry level employees are constantly having effective quality conversations with their customers. A task that is a lot easier said than done.
As technology continues to advance, call center terminology moves along with it. Meaning that it is too easy these days to fall behind on current trends in the call center industry. The quiz below will help you and your agents access how much you really know about the call center industry. See how well your agents know both inbound and outbound terminology for maximum blended call center success!
Like many other industries, businesses with telemarketing operations must adhere to several federal and state laws and regulations. These regulations are strictly enforced to protect consumers against complicit activities.However, a severe lack of resources to help call center operations remain compliant has resulted in major frustrations to consumers and has costed businesses thousands of dollars worth of legal penalties, and in some instances resulting in going out of business entirely .
As the owner or manager of your call center, one of the most important parts of your business that you must consider is what type of phone system to get. This is the tool you will utilize most frequently to communicate with vendors, clients, and customers. Knowing this, it is of the utmost importance that you have a reliable business phone system that enhances communication and improves efficiency.
In a crowded sea of call center software providers, how do you accurately differentiate which provider will suite all of your business’ needs the best? As a call center manager, it’s not only important that your solution provides you with robust telephony–but in this day and age, it’s extremely important you recognize all the moving parts involved with your operation. Meaning your call center software should have all the technology to serve as the entire backbone of your call center operation. Whether you’re an SMB or enterprise-level call center operation, your choice in call center software is a lot larger decision than you might think.
While “staying off script” and candid may be beneficial for politicians and actors… the same cannot be said for call center agents that don’t adhere to guided sales or support scripts. In today’s age where everyone expects immediate answers and 30 second sales pitches…scripting has turned into the most important asset (or downfall) that call center managers have. Scripting is the best way for agents to facilitate quality conversations with customers, as well as learn company processes through training via speedy onboarding times that are granted by quality scripting capabilities.
Believe it or not, merely 10 years ago, the process of lead generation required hours and hours of sifting through long lists of contacts and phone numbers (“lead lists”), and manually dialing out each call. The process was extremely tedious and often took an entire staff solely dedicated to placing these calls. This now archaic process often lead to stagnant ROIs, this due to the manual process that could yield zero successful contacts in a given day.