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How can call centers collect customer feedback effectively?

Customer feedback is among the most valuable bits of information that a contact center should collect. In fact, clients should include effective feedback gathering methods as one of the criteria a vendor must possess before they consider outsourcing to a call center in the Philippines or any top outsourcing destination. This is because the capability […]

What quality assurance methods do call centers commonly use?

Every contact center in the Philippines use quality assurance (QA) methods to ensure that the services they deliver are of top caliber. The methods can vary from firm to firm, and each company may develop a QA strategy that’s unique to their clients, business model, or approach. There are, however, time-tested methods that any call […]

What are the two types of social sharing?

When you take customer engagement to social media, you probably have one aim in mind: to get your posts shared. It s the purpose of most social networks in the first place, and social sharing is also what makes brands thrive online. The more people share your posts, the better exposure you get from the […]

What can cause call center agents to be pushy?

It s common for some firms offering call center outsourcing services to tie customer retention to employee performance. Does this practice really help boost loyalty, or can it cause serious detriments in the long run? You’ve probably heard of the latest viral example of how customer service should never be done. In case you missed […]

How can call center technologies benefit political campaigns?

It seems that almost every type of business today avails call center outsourcing services not just to cut costs but also to streamline their operations. Industries that commonly outsource voice solutions are those that thrive on the satisfaction of their massive consumer base—companies under the retail, finance, and telecommunications trades. Like these businesses, social and […]

How can call centers reduce hold time?

If there’s anything customers hate the most about getting in touch with a phone representative, it’s being put on hold. Various studies and surveys have already provided proof of how the phrase “please hold” could send customer satisfaction levels down and the callers’ temper up. This can even affect the abandonment rate of calls, according […]

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