Every year we read about what promises to be the hottest contact center trends. This list can, all too often, be endless. As important as it is to try new things, especially in an industry that relies so heavily on the customer experience, it’s just as important to prioritize those strategies. The call center landscape is more complex than ever, and wasting time on trends that don’t benefit you will only lead to failure. Continue reading
Tag Archives: call-center-benchmark
Whether you’re a customer service director, manager, or representative, reading a few good words of wisdom always seems to help inspire your next course of action. Especially when those words are from veteran leaders, who have said some amazing things about how to interact with your customers, and how to motivate you and your team to succeed.
Let’s take a moment to read through our picks of the 5 most useful quotes for customer service professionals:
Running a call center is no easy task, they follow strict KPIs, often operate on a low budget, and are highly susceptible to public scrutiny if their services are not up to par. However, even with a recipe that’s hard for many to master, some contact centers have discovered the perfect ingredients and should be praised for their success. We often commend businesses like Zappos or Publix, who have historically outperformed their competitors when it comes to customer service. This month though, I’d like to give a mighty high five to USAA, a Texas-based financial services firm helping people and families that serve, or served, in the United States military. Here’s why…
The global market for Business Process Outsourcing (BPO) will reach over $262 Billion in the next 5 years, so it’s important to recognize what’s propelling this industry forward. Outsourcing has always been touted as a cost-effective alternative for call centers, but advances in automation, big data, and cloud services, has made it even more appealing. Unless a call center can afford to acquire all of these resources, or create them in-house, BPOs offer a tremendous opportunity to harness their benefits without wasting precious time and money. However, as the industry adjusts to these technologies, the opportunity for error grows as well.
Whether you’re a BPO or a business looking to outsource, keep these 4 mistakes in mind when setting goals and expectations: Continue reading →
You can’t manage what you don’t measure.
Which is why it’s so important for call center managers to benchmark their contact center’s performance. With proper benchmarking, you can determine just how well your operations (and your staff) stacks up against your competition. We’ve chosen 5 popular call center benchmarks: Service Level, Average Speed to Answer, Abandonment Rate, Call Duration, and First Call Resolution, to help you determine whether or not your contact center is performing optimally.
This infographic defines and reveals each of the 5 benchmark’s global average, which can be measured against your own contact center’s metrics. This is a good indication of whether or not your call center is performing up to par (maybe you’re exceeding metrics in some categories, but need a little boost in others). Take a look and see how you stack up!