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Characteristics and trends in call center outsourcing

Outsourcing through a contact center is the business strategy of substituting a company’s contact center services for an outsourced business. This outsourced company manages all kinds of customer services, from incoming calls to outgoing calls. Today’s call center service providers…

CRM Solutions for an efficient Call Center

What do customers want? Whether it’s a customer, a potential customer, or a partner on the phone with the call center, they all want one thing: to receive a service. The call could be a sales inquiry, a complaint, a…

MODELLING CALL CENTER EVALUATION TO CREATE A MEASURABLE DIFFERENCE

Today, call center evaluation and quality assurance (QA) can’t be under-looked in the world of evolving customer service care. Most of all, when it concerns whether companies are using it to steer the right attitudes. Most Heads of administrations desire…

The practice of cold calling

Cold calling is no longer useful: find alternatives. Cold calling is a technique that serves to initiate an advertising process and thus capture potential customers. It refers to the fact that the customer is not waiting for the salesperson, and…

Standardization vs. Adaption, International Market Research

Standardization vs. Adaption: How international market research influences the decision of marketing managers International Market Research is more important than ever. Today’s economy is dynamic and driven by globalization. Therefore, due to globalization, more and more companies decide to operate…

Outbound and Inbound Call Center Differences

Introduction Many people are interested in having a call center in their companies to improve their customer service efficiency. However, those who are new to this type of activity and service have some doubts about it. These worries can be…