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    Call Center Guidelines

    Six Call Center Outsourcing Guidelines Call Center Outsourcing can be a great move for your business - or a painful mistake if done incorrectly. Here are some guidelines that will help ensure that outsourcing to an external call center service is successful for your company: 1.) Find A Real Partner...

    Hiring a Call Center

    Seven Tips for Hiring a Great Call Center Agency Outsourcing to a Call Center Agency can be a great move for your business…or a painful mistake if done incorrectly. Therefore, here are some tips to make sure that call center outsourcing is successful for your company: 1.) Get Out In Front – Don’t wait until...

    Call Center Rates

    Warning: Below Market Call Center Rates An International call center agency proposes a rate that is several dollars below every other agency in that country. Sounds great, right??  Not necessarily! Here are the reasons to stay away from any agency that presents a below market call center rate: Loss Leader Some...

    Offshore Call Centers

    Domestic vs Offshore Call Centers Offshore. Call. Centers.  These three words can often invoke negative feelings to consumers in many western nations.  Much of that is justified.  Some companies have implemented offshore outsourcing services in India or The Philippines incorrectly over the years.  They staffed poorly trained agents with thick...

    Customer Support

    Empowering Your Customer Support Agents When it comes to customer support, employee empowerment is defined as allowing phone agents to make fast decisions -- on the spot -- in favor of the customer. It is critically important for organizations to give customer support agents the power to make decisions without...

    Increasing Call Center Agents | Overflow Call Handling

    Business is Booming? Time to Outsource! When business is booming and call volume is increasing, you may find that dedicating more call center agents to handling customer contact has an adverse effect on your fulfillment or production operations. Although the phone ringing is often a positive sign, high call volume...