Everybody has experienced a conference call.
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Managing a customer call or service center is a lot about managing the numbers. Both the macro ones – how many calls, how many agents. And the micro ones - how many calls can one agent take on, how many calls can one agent take on happily.
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How GCS Turned an Ailing Paratransit Call Center into a Platform for P3 Best Practices
"Measuring the Right KPIs can Get & Keep Your Call Center Operating at a High Efficiency"
Hiring for Effective Customer Service in the Contact Center Good customer service begins with the people providing it. For many businesses, this means the call center employees tasked with handling daily call volumes. But recruiting and retaining the best contact center professionals can be difficult, especially with so many businesses and government agencies competing for the best workers. There are several things hiring managers are doing today that can be put to use to improve service in your organization.
It’s no secret that starting with good people makes a huge difference. Finding the best contact center staff for the job can be a big challenge. Mistakes here can really set back an operation. Defining the right skill sets to recruit will vary based on the needs of a center.
When asked “Who was the most influential person in your life growing up?” the most common answers (after “my mom” or “my dad”) are usually a teacher or a coach. At GCS, we refer to the most influential people in our CMRs’ business lives as Supervisors but, aren’t they really teachers or coaches? They work daily with CMRs on presentation skills, right? At GCS, we are changing the titles for “the most influential people in our company.
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You cannot do it all. In almost every client presentation we are asked to provide a service that is NOT our core competency. GCS provides outsourced teleservices for customer sales, service and support (CSSS). Oftentimes there are fringe services that bolt on to CSSS and it makes sense to subcontract those activities through us. In these cases, we take on the role of Trusted Advisor.
Minimize damage to your call center operations in the face of disaster With Hurricane Sandy on everyone's mind we would like to take a moment to provide some helpful information on disaster preparation from a contact center standpoint. Safety is everyone's first concern, both for employees and customers, and an abundance of resources exist to reference in the face of a natural disaster. See the CDC's Hurricane Readiness Tips
In his famous one-hit-wonder “Ice, Ice, Baby,” Vanilla Ice tells us to “Stop, collaborate and listen.” It’s catchy and there’s also some truth to what he’s saying. Collaboration is an important workplace practice. Whether you’re giving a supervisor your input on a new program or you’re building out a proposal for a potential new client, collaboration is key.
Afro-american businesswoman using headset in the office
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Building a Relationship to Spur Long-Term Success in Credit Card Sales Over the years, we have had the opportunity to service our clients and exceed their expectations, even beyond what they originally anticipated. One example comes from a large US bank, seeking assistance with credit card acquisition and fulfillment. Several years ago the client sought an outsource provider to help fulfill credit card acquisitions in a way both cost-effective and revenue-generating. The organization’s goal was to develop a substantial number of new client relationships using both inbound and outbound voice services.
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In our last employee survey we asked for ideas from our employees about how they increase our level of business performance in their daily routines. We got some great tips! Here they are:
It Pays to Be Compliant What can you do with $210 million? Yes, it is a lot of money and there are probably 210 million ways you imagine spending it. Are regulatory fees and shelling out refunds on that list? Probably not. But that’s exactly what the Consumer Financial Protection Bureau is making Capital One Banking do for its marketing practices. The CFPB alleges Capital One tricked its credit card customers into purchasing add-on services.
About two years ago our company had Dr. Gerald Bell come to speak on leadership and management strategies. I was unable to attend his event myself, but I am consistently reminded of some of his principles (which I find very useful!). This morning, our Vice President of Human Resources, Bucky Cline, saw fit to remind us, of some of the strategies that can help us be the best leaders and employees we can be. If you would like to learn more from Dr. Bell, check out one of his numerous books or sign up for a seminar!
Information from Openforum.com, originally posted on June 13, 2012
How do you feel when someone says the word “telemarketing?” Most people cringe a little inside. Why? Because it sounds negative.
Here are some tips in effectively engaging with potential customers in today's marketing environment. Initial dialogue and delivery techniques are crucial when engaging with a potential customer for the first time.
When you see someone visiting your site, it is human nature to question their motive: are they a client or prospect? are they an auditor? is something important happening?
We are all aware of scams and phony emails, but can you really recognize the difference between a bogus email and a real one?
Yogi Berra said lots of funny, mixed up quotes. “You can’t think and hit a baseball at the same time” was one of my favorites. It sounds strange, but makes sense when you put it in the context of learning. Professional baseball players practice and drill so that instincts take over in the millisecond they have for deciding whether to swing the bat.
Here at GCS this month we're focusing on Security Awareness. IT departments have a great responsibility at any company, but in a Contact Center they are responsible for all Telephony hardware and software along with company-wide hardware, software and security.
When it comes to customer outreach, compliance is a serious matter.
Similar to our outbound contact center initiatives we manage on behalf of our clients, for our inbound clients, there are many “moving parts” which drive the measurements our clients have for us. Some of the measurements are unique to the type of interaction we manage (i.e. a sales call versus a customer service call), but the basis for most metrics is the same.
Explain to the Customer about Exemptions to the DNC
Micromanaging has a negative connotation associated with it. And rightly so. No one likes to have their boss breathing down their neck, making decisions for them. All employees appreciate a certain amount of autonomy in their work. It allows for ownership of their work. It allows for a more engaged employee. Don't agree? Check out the video in this post.
When I was a cheerleader in high school and college, my coaches would always say, without fail “You never know who's watching.” Well, you never know how true this is until someone surprises you.
Planning is an important aspect of being successful in business!
As part of a project for my Masters course at Gonzaga University, I recently completed an audit on GCS’ current communication plan. This audit targeted several areas of communication at GCS including internal communication at our sites, a personal interview with a veteran manager and direct observation during meetings. Although I’d love to report that GCS is perfectly capable of delivering exceptional corporate communication across all levels, like most organizations, we do have strengths AND weaknesses.