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Do your call center agents accurately represent your brand personality?

Mark Fichera

 

There's only one acceptable answer to this question, and that answer is "yes!" If not, your customers may not remain your customers for long. If you have a brand personality worth sharing (which we're hoping you do) your call center agents needs to be communicating it to your customers, otherwise what's the point of having brand personality in the first place?

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Topics: Transparency, Call Center Solutions, Customer Service Quality, Call Center Agent

Scaling Staff Resources for the Outsourced Call Center Customer Service Program

Mark Fichera
June 24, 2014 - A critical requirement of the outsourced customer service program is to rapidly scale staff resources for projected call volumes.  Program scaling is both a science and an art, and done right, it ensures the team of customer service representatives is utilized at peak efficiency for optimized ROI while also delivering the bandwidth needed for quality customer service.
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Topics: Customer Service, Transparency

Accountability and Transparency in Outsourced Call Center Services

Mark Fichera

June 20, 2014 - Relying on a third party call center services provider to handle that most valuable of business interactions – talking, emailing and chatting with customers – requires a leap of faith that many customer services, sales, marketing and operations managers find difficult to make.

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Topics: Customer Service, Transparency, Accountability, Call Center Reporting