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Articles from Sonia Roody | Selfgrowth.com
- What’s a Call Center? - by Submitted on Mar 13, 2011 from Sonia RoodyA company’s duties don’t end once it makes a sale. They are also responsible for any defects in the product, or any personal inconvenience their merchandise can possibly cause. This is why the biggest companies all offer extensive customer support services. Successful firms have hundreds of ...
Views: 494 - Foreign Call Center Industries - by Submitted on Mar 13, 2011 from Sonia RoodyLarge multi-national companies used to handle all their customer support needs in-house. These companies would have entire departments dedicated to answering calls from customers. This 24-hour customer service uses a constantly-rotating shift of employees to always keep the phone lines open and ...
Views: 513 - Skills and Equipment a Call Center Agent Must Have - by Submitted on Mar 13, 2011 from Sonia RoodySpeed and accuracy are two attributes that are very difficult to achieve simultaneously. More often than not, only one of these two traits can be fully achieved, primarily because accuracy often takes time. Imagine if Leonardo da Vinci rushed the creation of the Mona Lisa. Do you think it would ...
Views: 891 - Devices Used in Call Centers - by Submitted on Mar 13, 2011 from Sonia RoodyCall center agents wouldn’t be effective without their tools. Some agents are only as good as the tools at their disposal, since these devices help them simultaneously accomplish a number of tasks. Multitasking is one skill that all call center agents must possess. Performing several functions ...
Views: 3621(1 vote) - Facts about Call Centers - by Submitted on Mar 13, 2011 from Sonia RoodyA call center is a centralized office that provides support for a larger company by receiving or transmitting calls on the company’s behalf. Call centers serve as links or bridges between a company and its customers. Call centers are established to cater to customers who are experiencing ...
Views: 5130 - Evaluation Factors for Call Center Agent Performance - by Submitted on Mar 13, 2011 from Sonia RoodyCall center agents are trained for many reasons. Being able to see problems or issues the way clients perceive them is one goal of a call center agent. This establishes clearer, more effective communication between the agent and the client. Another purpose for training agents is to familiarize ...
Views: 1842 - Three Main Divisions of Call Center Training - by Submitted on Mar 13, 2011 from Sonia RoodyCompanies don’t hire call center agents simply by evaluating their speaking skills, although these play a major role in an agent’s performance. Handling customers is not just about speaking fluently and effectively. An agent should also be extremely knowledgeable about the product or service he ...
Views: 544 - How Call Center Agents Are Trained - by Submitted on Mar 13, 2011 from Sonia RoodyThere are several training methods for call center agents. It’s not enough for a call center representative to be an excellent conversationalist. He or she must also know every detail regarding the products and services of the company he or she is working for. However, training helps agents not ...
Views: 523 - A Day in the Life of a Call Center Agent - by Submitted on Mar 13, 2011 from Sonia RoodyCall center agents undergo rigorous training before they are permitted to handle calls. These training programs are even divided into different phases, to help agents achieve expertise in all aspects of customer handling. Talking to customers may seem simple, but this can become strained or ...
Views: 3456(1 vote) - The Classifications of a Call Center - by Submitted on Mar 13, 2011 from Sonia RoodyCustomer relations play a big part in the overall improvement of an organization. Without proper communication lines with the customers, companies may have a hard time selling and maintaining quality service for their clients. In line with this, several businesses are now acquiring call center ...
Views: 523 - A Closer Look on Outbound Call Centers - by Submitted on Mar 13, 2011 from Sonia RoodyA growing business will do well to consider the possibilities of expanding their operations through the institution of a call center. Organizations that offer products and services can easily take advantage of such facilities. By starting and managing a call center, they can increase their sales ...
Views: 522 - A Basic Definition of a Call Center - by Submitted on Mar 13, 2011 from Sonia RoodyCustomer service is a huge part of an organization’s success. In order to satisfy their consumers, companies now operate call centers to accommodate as many clients as they can. The improvement of their customer service is a constant goal. Companies can create a new facility, manage their own ...
Views: 1669 - The Significance of Call Centers in an Organization - by Submitted on Mar 13, 2011 from Sonia RoodyWith the help of modern communication technology and the Internet, many businesses are now getting used to the fact that customers now have more ways to contact them. Most companies with websites now have toll free contact numbers; guiding their customers to a more reliable source of information ...
Views: 440 - How to Be a Successful Call Center Agent - by Submitted on Mar 13, 2011 from Sonia RoodyMajor businesses are now providing additional customer service for client satisfaction through the operation of a dedicated contact center. Described as the “nerve system” of the business, call centers act as a tool for both maintaining good customer relations and also for attracting more sales. ...
Views: 1534 - Measuring a Call Center’s Performance - by Submitted on Mar 13, 2011 from Sonia RoodyCall centers are fast becoming important assets for many growing businesses. They effectively handle administrative tasks and nurture relationships with customers while at the same time freeing the company to focus on more important business matters. It is important however, to monitor each ...
Views: 501 - Making your Call Center Agents More Productive - by Submitted on Mar 13, 2011 from Sonia RoodyThere’s no question that productive agents greatly increases a call center’s profits and contributes towards the expansion of its business. It’s often easy for team leaders and coaches to complain about those workers not performing well enough, but have they done enough to allow their operators ...
Views: 687 - Improving the Satisfaction and Motivation of a Call Center Agent - by Submitted on Mar 13, 2011 from Sonia RoodyThe typical call center has a less than stellar reputation. Operators complain of rude and abusive customers, unsatisfactory working conditions, monotonous job tasks, poor compensation, restrictive work practices, being closely scrutinized by management and many other things that are just the ...
Views: 1183 - Current Call Center Trends - by Submitted on Mar 08, 2011 from Sonia RoodyToday, more and more companies are outsourcing various business processes to call centers. The industry is constantly changing due to revolving customer and business demands. As the year goes on, the challenge facing every one of these firms is the need to evolve and adapt with the times to keep ...
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