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Seven Tips To Build An SLA For Your Call Center Service Provider
For a call center or a contact center, SLA is an important document. Service Level Agreement (SLA) is the commitment to the client by the contact center provider. The commitment to maintain a certain standard of service during the tenure of the engagement. SLA also defines the extent of accessibility of a contact center to their client.
11 tips for effective email management
An increasing amount of contact centre traffic is now being handled by email. But how can we get the best out of it?
How To Monitor Competitor Activity: Five Simple Tools To Use
As marketers, we need to constantly monitor competitor activity and analyse it. Even substitute competitors can provide a hive of interesting opportunities and threats to respond to.
How to Choose Your Contact Centre Team
No matter how amazing you are as a call centre manager, you simply can’t succeed without an effective team supporting you and implementing your plans.
The Importance of Market Segmentation
No matter how large or small your company, no matter what your specialism is, your entire marketing planning and implementation should always be based on your customers. After all, the very essence of marketing is to build relationships with these people, the people you define as ‘your customers’. So how do you form a relationship with someone?
You take the time to get to know them.
The Right Words and Phrases to Say to an Angry Customer (2)
So, we now know what phrases to use when dealing with the different types of angry customers in the call centre. But what specific words are central to all of these expressions? Find out below, and if you remember these words, the right statements to use should start to fall off the tip of your tongue. You can also build them into your call centre spiels.
The Right Words and Phrases to Say to an Angry Customer (1)
When it comes to calming angry or irate customers, a skilful use of language by your agents could be very important.
Managing Call-Backs in the Call Centre
It’s simple to throw technology or people at the challenge of managing call-backs in the call centre but it’s far more difficult to manage the process to deliver optimal outcomes. Richard Farrell explains how it can be done.
Importance Of Consistency Among Different Channels In The Contact Center
Recently I was asked to participate in an expert round-up for how Fortune 500 companies Manage their Contact Center(s). More specifically, I was asked to provide insight on the importance of consistency among different channels within a Contact Center. There is a wide range of channels available in the Contact Center industry. Traditional calling is no longer the sole standard and thus the Call Center has evolved to the Contact Center, offering multiple channels such as email, chat, SMS, video, self-serve, social media etc.
How to Have Fun in Inbound and Outbound Telemarketing
Let’s face it, telemarketing isn’t always “fun”. As an operations manager in an outsourced telemarketing agency with agents in a brick and mortar setting as well as in an at home setting, I know first-hand what it takes to make the job fun for the agents. But before I tell you my secrets, let me take you through the job. It’s not easy work. It takes dedication, self-motivation and the drive to want to succeed. Think about these items when creating incentives: