You’re ready to outsource your call center, but not sure where to start. It’s a tale as old as time. Developing a concise strategy for exporting your customer service center can be a daunting challenge, but not impossible. It’s important to be thorough in your planning and not to be disheartened if you’ve started and stopped the process one too many times already. The truth is: No two call centers are the same, but when deciding on a BPO, they can follow the same essential steps. Here we uncover the key steps towards building a strong BPO strategy so that you can get your call center up and running in no time.
Tag Archives: callers-to-voicemail
Fonolo is thrilled to announce the launch of its new portal available to all customers today! The team has been working diligently on MANY enhancements that will maximize your productivity, and make your Fonolo experience even better. We even put together a nifty video to show off some of our most exciting changes.
The updated portal features:
- Enhanced scheduled call-backs
- Simplified configuration for international customers
- Call-back alerts based on custom business rules
- Plus so much more!
Do you send customers to voicemail when there are not enough agents to handle calls? When hold times are too long? Or as an option regardless of hold times? If so, then thank goodness you’re here, because using voicemail in the contact center can have serious consequences that you might not be aware of. In fact, you’re better off leaving callers on hold!
In this mini complementary whitepaper, you’ll learn the major problems that can occur when using voicemail in the contact center, and how a true call-back system can help to remedy these issues. Inside you’ll find 5 key areas of contention when using voicemail.
Almost every contact center has to develop a strategy to deal with spikes in call volume. For some, spikes are a regular part of their traffic pattern. For others, spikes are unpredictable. Either way, the approach you take to deal with having more calls than you can handle says a lot about your company and – more importantly – sends a strong message to your customers.
We spend a lot of time on this blog talking about the best the way to deal with spikes (hint: automated call-backs). That’s not the only solution though! You can, for example, increase you staff, or divert more calls to self-service options. However, with all the different strategies you can consider, one that is always wrong is sending callers to voicemail.