Call queuing is an essential feature for inbound call centers. Reducing call queue times is the ultimate goal of any call center. First you must analyze the causes of high wait times then employ the proper technology to reduce these.
The FCC has passed recent regulations targeting robocallers. However some of these regulations could impact how legitimate call centers operate in the future. Call center managers should be familiar with the TRACED Act and DART Act.
KPI metrics are a good way to track what’s going on in your call center. These are some of the inbound KPI metrics that can provide insight into how your agents, campaigns and overall operations are running.
Allowing greater flexibility has a variety of benefits especially for remote employees. Call center managers struggle to improve agent performance while they are managing workers offsite. These tips can help improve morale for remote agents.
As technology and customer trends evolve, so must call centers in order to keep up. In 2021, some trends remain and new ones are emerging. With a focus on remote workers, here are the trends your call center should be looking at for the year to come.
Unanswered calls are the bane of call centers. Inbound calls going unanswered can damage your customer experience and reputation, while outbound unanswered calls can cost your business money and time. These tips can help increase answer rates.