Things Your Call Center Reps Should Never Say

Good call center scripts call for professional language, a positive tone and a considerate and sympathetic manner when speaking to customers over the telephone. However, there are less obvious and potentially harmful phrases that should also be avoided. Some of these phrases may seem appropriate at the outset, but when they’re examined more closely, you […]

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3 women in a call center answering the phone using headsets.

Let a Call Center Solicit the Customer Feedback Your Business Needs

It’s always been true that a happy customer is a repeat customer and that’s reason enough to aim for customer satisfaction because repeat customers often serve as the backbone of any business, especially in service industries such as optometry or dentistry.

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callcenter with 2 call center representatives back to back answering phone calls.

How Call Center Representatives Build Customer Trust

Call center representatives are constantly striving to do their jobs well, but there are challenges. One of the hardest things they face is when a prospect assumes a defensive manner. When that happens, they offer as little information as possible in responding to questions.

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3 women wearing headsets in a call center world map in the background

A Call Center’s Importance Varies By Industry

In industries where customer service and high call volumes are expected, call centers offer an invaluable service. It’s safe to say that any company can benefit by having a team that specializes in handling customer questions or complaints, as well as taking and forwarding messages in a timely manner.

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Call center supervisor with a headphone set answering questions.

A Call Center Supervisor Does More Than Manage

A call center supervisor’s job involves much more than just managing a team of call center agents. You would expect any supervisor to manage his or her team by walking around the center, being alert to agents that appear to need assistance, answering questions and taking calls that their agents can’t handle.

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Call Center with numerous people answering telephone calls for businesses.

The Difference between an Inbound and an Outbound Call Center

If you’re like most people, the term “call center” makes you think of a group of representatives sitting in front of computers wearing headsets, waiting for customer calls or dealing with customer issues. Although that’s the common notion of a call center, there are actually two main types; the inbound call center and the outbound call center.

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Call center with numerous people answering telephone calls.

How to Craft the Perfect Answering Service Script

Now that you’ve decided to use a call center to handle incoming calls, it’s time to think about what you want your answering service script to include. It needn’t be a challenge if you follow a few simple tips. Here’s how to craft the perfect answering service script for your virtual receptionists.

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Leadership Is Learned From Experience, Mentoring and Failure

Committees don’t create successful startups. A single visionary entrepreneur almost always is the initial implementer of an innovative new venture, but that lone entrepreneur doesn’t have the bandwidth to grow the business alone. He or she needs the multiplier of growing from the “doer” to a team-builder and leader. That’s a big transition, and many […]

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Telephone Answering Services for HVAC & Air Conditioning Industry

In the heating and cooling industry, customer demands are as variable as the seasons. To be successful, your business needs to address service issues that are constantly in flux. Whether it’s an unprecedented heat wave or an unpredicted snowstorm, prompt response and rapid solutions are essential. Knowing that 81% of companies who deliver strong customer […]

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Benefits of Telephone Answering Service for Dental Offices

Benefits of Telephone Answering Service for Dental Offices. For a dental health provider, excellent customer service is critical. To stand out from your competitors, you need to take what could be a dreadful experience for your patients and instead make it convenient, personalized, and pleasant. This process all starts with having the right reception services. […]

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