Call center turnover is a constant challenge for call centers. At the same time, finding new agents is becoming increasingly difficult due to the advanced language skills, long working hours and high levels of flexibility call centers expect of agents.
Call centers are all about efficiency, efficiency, efficiency. In such a competitive work environment, increased productivity is the key to success.
ACD, ATT, BCP, Robinson list, call blending. Just a few of the call center terminologies, abbreviations, and jargon that dominate our business conversations on a daily basis in the call center. Are familiar with all of them? Here’s a list of 50 must know call center terminologies to help you out!
The call center industry is undergoing significant changes at the moment, with the general trend seeing a significant increase in hiring remote agents. Remote work is gaining popularity in the call center, and for good reason. But is it really worth relying call center activities on remote workforce?
These days, businesses need to give their employees a reason to stay at the company. Providing an outstanding working environment and conditions is essential, but it is increasingly not enough in a business world where most industries face labor shortages.
Agent retention is of utmost importance for any call center that wants to thrive in the long run. And what better way to retain your agents than trying to add some fun into their daily work routine. One way you can do this is to leverage call center gamification.
Let’s be honest, customer service departments are not known as particularly positive places, often being associated with irritation and frustration by both customers and agents. For agents in particular, talking to a large numbers of customers every day who only contact you when they experience a problem, can be exhausting.