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Linda Hogan - EzineArticles.com Expert Author
Currently reside in beautiful Northern California specifically Carmel, where everday is a beautiful day whether the sun shines or now. Consider myself to be so fortunate to experience the fabulous mountain, ocean and sunset views.
I have a broad business background in the areas of sales, marketing, advertising, operations, finance. Owner/partner of PTel Inc. a distributor of enterprise call center products and Call Center Store an online store for call center products.
Experience includes ... [More]
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- How to Choose the Best Phone Recorder For Your Application
[Communications:Telephone-Systems] There are a variety of phone recorders on the market, ranging from small tape recorders to multi line enterprise phone recorders, priced from $60 to thousands of dollars. Your phone recording application will determine the features to select in a phone recorder.
- What Is the Value of a Phone Recorder?
[Communications:Telephone-Systems] The value of a phone recorder can only be decided by the individual recording the phone call. Therefore, the question becomes, "What is the value of the phone call?"
- Silence on Hold Can Be Detrimental to Your Business
[Business:Customer-Service] Silence to customers on hold can result in negative impressions towards your organization. If callers hear silence, it leads them to thinking they are no longer connected and they abandon. 34% of callers that hang up never call back.
- Verification of Telephone Calls May Prevent Legal Action
[Business:Management] Recording telephone calls over the last few years has been focused in the call center. Today it is becoming much more critical for all departments to evaluate the need for telephone call verification. Here are some examples where telephone call recording can be implemented.
- What is the Value of Your Call Center Data?
[Business:Management] Managing and operating a call center is not always an easy task, especially with the high turnover rate of both agents and managers. But it can be easier when objectives for key measurements are defined, and adhered to by all.
- Accurate Staff Scheduling is a Must For Every Call Center
[Communications:Telephone-Systems] The importance of scheduling call center agents accurately is to serve the customers in a timely manner, which results in a more efficient workforce, thus managing call center expenses. Properly optimized resources reduce agent stress and turnover.
- Who is Coaching the Coach?
[Business:Management] "Coaching is a method of directing, instructing and training a person or group of people, with the aim to achieve some goal or develop specific skills" (Wikipedia). Coaching is critical in any job position. Generally everyone wants to do their best and develop skills to advance their careers.
- How Many Agents Do I Need To Answer Calls
[Business:Sales-Teleselling] Forecasting and scheduling the right number of agents is not as straight forward as one might think, especially to someone unfamiliar with call centers. Call centers are not like production lines or other tasks that are predictable. No one can predict when a call will arrive during a sixty minute time frame.
- What is This Metric Called "Service Level" and is it Important?
[Business:Customer-Service] One of the key measurements in most call centers is Service Level (SL), sometimes referred to as grade of service (GOS). Simply stated how quickly are we responding to customer calls. This basic metric can help define the resources needed in a center.
- How to Find the Ideal Candidate For Your Call Center
[Business:Human-Resources] The call center industry is known to have one of the highest employee turnover rates. This staggering figure is as high as 40% annually. On average an agent will stay on the job for six months. It is also estimated the cost to replace an employee ranges between $10,000 and $25,000, according to a study by The Robert Francis Group.
- What Value Does a Multi-Skilled Agent Bring to the Call Center
[Business:Management] Because companies are always trying to do more with less and still provide excellent service, more will be expected of the call center agent. As a way to improve customer service, companies are moving toward a multi-channel solution; giving their customers the option on how they want to communicate with the organization. The four key methods utilized are voice, email, chat and web self-service. One of the questions to ask before implementation, "Do all of our agents possess the skills to be classified as a multi-channel agent".
- FTC Testifies on Call Centers Consumers Right to Know Act
[Business:Customer-Service] On September 11, 2008 the FTC (Federal Trade Commission) provided testimony to the U.S. House of Representative's committee on Energy and Commerce specifically relating to H.R. 1776. which relates to "Call Center Consumer's Right to Know Act". The purpose of the testimony was to reveal to the Subcommittee the experience the Commission has had since 1991 enforcing fraudulent and abusive telemarketing practices as outlined in the various telemarketing acts passed by Congress.
- Who's Managing Your Call Center
[Business:Outsourcing] Does the person managing your call center have enough experience for this position. In the smaller call centers I have noticed that those in charge do not understand the complexity of this position nor have a grasp of the technology. have encountered several call center managers who don't even know what an ACD is or how it operates. Generally these people have been promoted from some other department in the organization.
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