POSTS TAGGED : call center

Do You Need Separate Inbound and Outbound Call Centers?

Have you ever called a company to get technical support or talk to their customer service team? Or received a call from a company conducting a survey or marketing campaign? Both types of calls are possible because of call centers.

Inbound and outbound call center

If you aren’t familiar with how call centers work, the main concept to understand is that there are two types of call centers, inbound and outbound. Both types of call centers serve different purposes, let’s discuss what the difference is below.

Inbound Call Centers

The main thing to know about inbound call centers is that they are customer focused. The inbound call center receives calls from outside of the center from customers who need technical support, have a question, or would like a complaint resolution.…

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Why Should Quality Assurance at Call Centres Not Be Ignored?

Every manager loves the feeling that “they are doing everything right”. In this regard, it is imperative to establish dependable call centre quality assurance software for a better customer experience.

Call center quality assurance

To provide a customer experience worthy of imitation, you will, of course, require a unique call centre quality assurance software. Moreover, call centre QA is important for tracking performances and fixing agent mistakes.

Do you find it difficult to upturn older policies and implement contact centre quality assurance? Let’s find out the reasons why you should not ignore quality assurance at call centres.

What Does Call Centre Quality Assurance Mean?

Call centre quality assurance is simply how you track agents’ performances regarding a set objective.…

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5 Reasons Outsourcing Your Call Center Needs is a Good Idea

Are you thinking about outsourcing your call center related tasks to a provider instead of doing things internally?

An experienced call center service provider can offer several benefits including significantly reducing capital costs, improving efficiency and service, and lessening your involvement in the entire process, so you can focus more on growth oriented tasks that will take your business to the next level and beyond.

Call center outsourcing staff

Here are 5 smart reasons to outsource your call center needs, rather than dealing with the headache of running your own facility:

1. Fewer management resources

Consider all the managers, supervisors, trainers, HR, IT, and more needed to keep a call center going.…

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