4 Better Ways You Can Communicate With Your Customers

Posted

In the customer service field, nothing is more important than effective communication. When you’re managing a call center, communication can have its challenges since there are no visual cues to guide the conversation. Ensure your call center is providing the best service possible – check out these four better ways you can communicate with your… Read more »

How to Replace Negative Energy In Your Office in the New Year

Posted

It’s normal for employees to have their moments of venting or lacking motivation, but a pervasive negative attitude can take its toll.  Even if the work is getting done, low morale among your team can affect the factors that make your organization succeed, such as creativity, problem solving, and teamwork. Replace negative energy in your… Read more »

How to Handle Rude Customers in a Call Center

Posted

RPC Company

When customers are reaching out to your call center, they’re often at the point of inconvenience, frustration, or stress. Because of the emotionally charged nature of their specific issues, customers may end up acting rudely to your call center agents. Since occasionally unpleasant customers are par for the course in a call center, prepare your… Read more »

Want to Reduce Average Handle Time in Your Call Center? Read This!

Posted

RPC Company

There are numerous key performance indicators (KPIs) that can be tracked in call centers, but average handle time is among the most influential in customer satisfaction. Even if issues are being ultimately resolved, if it takes too long to do so, it can still leave customers dissatisfied. Reduce average handle time in your call center… Read more »

How to Improve Your Team’s First Call Resolution Stats

Posted

RPC Company

Call centers are typically focused on statistics overall to measure their performance of their agents, but one key stat tends to be among top priority: First call resolution. If multiple calls are required to resolve issues, it can negatively impact customer satisfaction, and decrease overall productivity. Improve your team’s first call resolution stats with these… Read more »

3 Ways to Keep Your Call Center Agents Motivated for the Rest of the Year!

Posted

RPC Company

Although the start of the year tends to bring forth renewed energy and work ethic, this motivation can wane throughout the rest of the year, especially in the workplace. Being proactive with strategies to keep your call center agents engaged can help you address any issues before they develop into major problems. Check out these… Read more »

Don’t Apply to a Call Center Job Without These Skills

Posted

RPC Company

Being a successful call center agent requires far more than the ability to simply answer phones. Not everyone is cut out for a job in a call center, so it’s essential that you highlight the attributes that hiring managers want most in their employees. Here are the skills you need to have if you want… Read more »

It’s Still a Candidate Market! Here’s How You’ll Be Recruited This Year!

Posted

RPC Company

Unemployment continues to be low and demand for top talent to fill positions is still high, putting the job market in favor of candidates. As job openings and skills gaps grow, companies will be trying out new recruiting strategies to attract new employees. Learn more about how you’ll be recruited this year:   Mobile Employers… Read more »

Our Simple Review of Important Call Center Metrics

Posted

Our Simple Review of Important Call Center Metrics

Making your call center as productive as possible while providing quality customer service can’t be left up to trial and error or you risk losing time and money, and affecting your company’s reputation. Measuring and analyzing key metrics in your call center is an objective way to eliminate the guesswork of your strengths and challenges…. Read more »

What You Need to Know About the Telephone Consumer Protection Act

Posted

What You Need to Know About the Telephone Consumer Protection Act

The Telephone Consumer Protection Act (TCPA) is legislation that puts limitations on telemarketing, particularly automated dialing and voice messages. Although it’s been in effect since 1991, updates were made in 2012 and 2015. As a call center manager, your responsibility lies in ensuring your agents abide by TCPA regulations or it puts your entire organization… Read more »