The telephone used to be the primary device to connect companies with customers. Many companies have replaced the term “call center” with “contact center,” because the telephone is no longer the only means of communication that customers use.
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5 Trends That Will Make Call Centers More Modern and Responsive
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Turn Abandoned Calls for Take-Out into Sales Using a Call Center
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Take-out is all about convenience. It’s a simple enough process: The customer calls in, places an order and either picks it up or has it delivered. But the fact is restaurants have about a 20 percent call abandonment rate. That means that one out of every five customers calling to buy food, get tired of being on hold and hangs up.
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12 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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Let a Call Center Solicit the Customer Feedback Your Business Needs
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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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How Call Center Representatives Build Customer Trust
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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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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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6 Benefits of an Answering Service for Property Management Companies
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Property management companies handle the day-to-day real estate issues for landlords and absentee property owners. Property managers generally charge a percentage of the rents collected, so their goals are to keep tenants happy, occupancy high, and rents paid up. A telephone answering company like Cititel Telephone Answering Services can help property managers by providing these […]
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9 Things You Need to Know to Give Millennials Great Customer Service
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Over the last several years, the buzz has been incessant surrounding millennials, the age group born between 1980 and 2000. There’s a pretty good reason why there’s been a lot of talk regarding millennials. They outnumber baby boomers. Besides being the largest demographic in the marketplace, millennials have a different view regarding customer service that […]
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