Call Center Management
Call Center Management RSS feedBeware: Your Customers Oppose Outsourcing
Nearly 80% of Americans think the practice is bad for the U.S. economy -- and not just because of the loss of jobs, according to Gallup research. This may be a red flag for U.S. executives, who should be aware of the fact that, regardless of what their companies think of outsourcing, the vast majority of their customers aren't keen on it.
Engaging Customers -- All Day, Every Day
Fully engaged customers deliver a 23% premium over average customers in share of wallet, profitability, revenue, and relationship growth. That's exactly why so many call centers survey customers to determine their level of engagement. But what happens in between measurements? Specifically, how can a team leader keep customer engagement from feeling like an isolated event, rather than a way of doing business?
The Great Profit Drain
Call centers are meant to be a customer convenience -- a place where customers phone for help or to make a purchase. But all too many of them alienate callers and drain money. It doesn't have to be this way. Here are proven strategies to help turn around poor-performing centers.
Unions and Management: A Blissful Marriage?
No one said forging a productive, cooperative relationship with unionized workers is easy. But smart, forward-thinking executives are doing it. This is particularly true in call centers, where managers are overcoming problems like poor attendance and waning morale to build lasting, and profitable, partnerships. Those managers and union leaders offer tips for creating a win-win scenario.
