Call center shrinkage refers to the lost productivity and efficiency that call centers experience due to factors like high employee turnover, absenteeism, and poor training. It’s estimated that the average rate of call center shrinkage falls betw…
If you’re busy managing or running a business, the last thing you want to be stuck doing is manually testing your IVR (Interactive Voice Response) system. Fortunately, there are several IVR testing tools that can do it for you. This means you won’t hav…
Call screening lets you learn who’s calling before you respond to incoming calls. It’s like looking through the peephole before opening the door. Doing so, you’re able to eliminate unwanted spam and scammers and save precious time. Wonderin…
The average hourly pay range for a call center representative in the United States is $12.00 to $24.00 per hour. Salaries for this position range from $24,286 to $39,640 per year. These figures represent an average range in the United States. That does…
Outbound Interactive Voice Response (IVR) systems can send out reminders about appointments and prescription refills, deliver marketing messages, and confirm deliveries and shipments. But when you add Artificial Intelligence (AI) tools to the mix, you …
Nobody wants unsolicited calls. To start, you can register your number on the U.S. Do Not Call Registry via their website or by calling 1-888-382-1222 (TTY: 1-866-290-4236). Unfortunately, while it’s a good first step, it won’t stop spam calls. The Do …
Whether you’re adding a call center to existing business operations or building a call center as a standalone service to other companies, the process is largely the same. Start small, iterate, and grow from there. Here’s how to do it, step-by-step. Ste…
Clicking the Skip button or hanging up the phone before an optional survey can start is hardly ever a big deal—unless you’re the one giving out the survey and need responses. In particular, IVR phone surveys are infamous for having bad completion rates…
These days, it seems like for every industry and business model out there, there’s a corresponding third-party software solution businesses can use to save time and simplify the collaboration process. But what if your business is unique and caters to a…
If you’ve ever worked in a corporate setting, you know the feeling of being onboarded and having to make a list of the dozen different software applications you’ll need to learn and what they each do—let alone all the different passwords you’ll need to…
The sound of ringing phones. Voices talking over one another. A hint of panic in the air. Sounds familiar, right? This is what most contact centers are like. No wonder so many call center agents are on the brink of burnout. But it doesn’t have to be th…
There’s no question that call center benchmarks matter. As the saying goes, you can’t manage what you don’t measure. But the question is, what are the metrics that actually matter? It’s easy to become overwhelmed by all the information out there tellin…
Setting up a new call center might seem straightforward—just get some phones, hire some agents, and start taking calls. However, there is far more to it once you factor in considerations surrounding call center compliance. Simply put, you can’t j…
Most businesses know the value of collaboration to increase workplace productivity. Continuous learning environments are key these days. But what does that actually mean? Employees want to be upskilling, learning new things, and advancing their careers…
A good team will benchmark its performance based on statistics—and this rings especially true the key metrics associated with call centers. By familiarizing yourself with stats around support handle times, resolution rates, and more, you’ll be eq…
