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Voice Mail

If you have voicemail, check the setting of the recording time to make sure it’s not too short. You will notice this if messages are cut off mid flow – it’s very annoying for your callers and is very easy to fix!

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When you use an auto attendant to screen or route calls, best practice is to announce the option then give the instruction. For example, ‘For customer services Press 1.’ If you have your announcements the other way round you are effectively giving an... Read More...
July 3, 2022
It is very easy to lose customers when you have staff who are unable to empathise with customers. Whilst setting priorities for training, ensure that you cover in detail ‘empathy’ so that when a customer explains a situation or their dissatisfaction ... Read More...
July 2, 2022
When we called one of the world’s leading CRM companies and asked for the marketing person named on their recent sales mailer, I got the response “Who? ...there’s no one here with that name, are you sure you have called the right company?” When I res... Read More...
July 1, 2022
If you run any incentive scheme ensure it’s fair and everyone has an equal chance of winning. An example of an unfair scheme we came across was when we visited a travel company’s contact center. The company was pushing a new travel insurance product ... Read More...
June 30, 2022

Rick Clarke | Global Reward Solutions

You may also consider multiple levels of rewards so that there is continued momentum and motivation to sell more of the insurance packages. If there is on;y a single reward, once that has been won why try to sell more?

April 13, 2017 9:06 AM EST
Do you have a regularly clear out of your voice mail messages? Recently we have come across several organisations where you are asked to leave a voice mail message and then get a message to say you can’t because the mail box is full! Make sure you ha... Read More...
June 29, 2022
When you run a training session, no matter if it’s for systems or soft skills training, try and always have a bowl of sweets in the training room for the attendees. It does not cost much but from the hundreds of training sessions I have run, they hav... Read More...
June 28, 2022
Do you have a leading brand? If you are regarded as one of the premier companies in the world, or have a leading product brand, then check that the service you provide to your existing and potential customers meets their expectations.

For example... Read More...

June 27, 2022
We all measure stats for calls – the number in, number abandoned, etc. Do you also measure stats for other communication channels such as e-mails, faxes etc? Last week we faxed a call center 3 times and did not receive a single call back even though ... Read More...
June 26, 2022
On a recent business trip to a contact center expo, I noticed a fantastic voucher offer for a reduced cost meal for 2 at a leading diner in with the airline cutlery pack handed to us with lunch. When I read the small print I noticed that the voucher ... Read More...
June 25, 2022
When it comes to rewarding agents who excel or achieve targets, etc. a ‘no cost’ reward could be to let them choose their own rota for the next rota period. It’s little things like this that can make a great difference to morale and won’t break the b... Read More...
June 24, 2022
There are always some major sporting events going on somewhere in the world. If you have teams of agents try linking them to the events for some fun. For example with say the World Cup football championships, give every team in your contact center an... Read More...
June 23, 2022
If you currently work with, or plan to use an outsourcing company, it is worth spending the time to produce a service agreement covering all aspects of service delivery such as service levels, costs, time to action system changes, training costs etc.... Read More...
June 22, 2022
When you train your staff, make sure everyone completes a Stop-Start-Continue sheet at the end of the training sessions. The best way to do this is to take a standard page and split it into 3 with the heading STOP – where agents write a note to say w... Read More...
June 21, 2022
It’s always better if you can offer your customers memorable access to you via telephone numbers. As well as alphanumeric telephone numbers, some companies have been creative with their choice, for example a financial services company offering loans ... Read More...
June 20, 2022

Raj Wadhwani |

there are some great ones out there!

August 25, 2014 12:26 PM EST
When recruiting new staff for your contact center, a useful tip to help in the selection process is to organise a tour of your contact center for potential applicants (candidates). Another tip is to have the candidates sit by existing agents for a 5-... Read More...
June 19, 2022
It is still unwise to assume that every caller has a touch-tone phone. If you use an automated attendant to answer calls then consider those who do not have a touch tone phone, or who do but may not have switched the phone to touch tone mode! There a... Read More...
June 18, 2022
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