A company may be aware of the face it presents to the public but it also needs to be aware of its voice – specifically, the voice of the people staffing its call center. That’s because customers form their first impression of a company by the attitude of the person answering the phone.
Archive | Answering Services
RSS feed for this section12 Call Center Key Performance Indicators
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When you’re assessing the efficiency of a call center, it’s important to analyze the call center’s key performance indicators or KPIs for short. However, it’s not often clear which KPIs to measure and track over time. Here’s a list of the top 12 call center key performance indicators.
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Things Your Call Center Reps Should Never Say
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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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A Call Center’s Importance Varies By Industry
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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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A Call Center Supervisor Does More Than Manage
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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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The Difference between an Inbound and an Outbound Call Center
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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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How to Craft the Perfect Answering Service Script
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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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Telephone Answering Services for HVAC & Air Conditioning Industry
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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
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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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Top Twitter Real Estate Marketing Tools
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Twitter can be a fantastic real estate marketing tool. It’s cost-effective and helps you maintain and build your sphere of influence. If you’re not already using Twitter, check out this article to get started. If you’re already actively tweeting, read on to learn about four of the most useful tools to improve your Twitter real […]
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