Telemarketing is one of the most vital parts of a lead-generation process. If you want to settle as many appointments as you can, fill all the seats of an event, or fill a database with prospects – look no further than the telemarketing. It’s the most direct and effective way.
But the thing is, telemarketing can be utilized in many ways, […]
Measuring First Call Resolution (FCR) precisely is not an easy task. The good thing is, customers don’t care if or how you measure FCR, they just want you to achieve it.
However, this doesn’t mean measuring FCR isn’t important, so don’t sweep it under the rug just yet. By getting the exact metrics for your FCR, you will find out if […]
First Call Resolution (FCR) is one of the most powerful and valuable metrics, because it serves as a KPI for customer experience as well as operational performance and efficiency. However, measuring FCR is challenging when it comes to customer perspective or whether their inquiry was resolved to their satisfaction.
But let’s see what exactly FCR is. According to the International Customer […]
As most things, customer landscape shifts constantly. Customers’ easy access to information about vendors, and the erosion of barriers to switching among competitors have combined to create a much more challenging environment for customer service.. Moreover, evidence shows that customers no longer tolerate rushed, rude or ineffective customer service. Instead, they would rather stick with companies that provide satisfying customer […]
6. Quality control – companies that provide professional call centers as a service strive to achieve a certain quality that they defined in their service level agreement (SLA). This means that all customers’ calls and messages will be monitored for quality. Such quality metrics like answer time and first call resolution have top priority, for example. Such metrics are carefully […]
Big companies prefer to stay focused on core competencies to stay successful. This is why they outsource the functions of their call centers to specialized service providers as ours. Handling all the phone calls, emails and web chats in-house might seem like a good idea, but establishing a multichannel contact center is expensive. It requires facilities, technology, equipment and a […]