A Primer on Call Centers and How It Helps Improve Service

Call centers are a very effective service that assist businesses resolve product or service issues with the customer. Read more »

First Call Resolution – The Most Important Metric

First Call Resolution (FCR) is the most important metric in a call center. As a consequence of improving FCR, your call center will improve Read more »

Call Centers – Cutting Waste

Six Sigma has proved useful in the service industry as well as in manufacturing. It has been successfully used in areas that were never explored earlier like sales, marketing, call centers etc. Read more »

The Proper Way to Measure Call Center Performance

If you are managing or operating a call center, then you should very well be concerned with its performance. To monitor call center performance, appropriate metrics have to be implemented. Read more »

Quality Assurance in BPO – An Essential Aspect

We all know that quality assurance stands for a proven process of verifying and checking the quality of a service or product. In a BPO, quality pertains to the level of customer... Read more »

Customer Service: 3 Typical Employee Mistakes And How To Handle Them

Beth Banning & Neill Gibson Do you want to increase profits dramatically? One of the best ways to do this is to focus your attention on your current customer satisfaction and good... Read more »