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Call Center Basics Archive

Every Call Center Agent Should Have These Important Skills

August 7, 2021 Category :Call Center Basics 0

Working in a call center is very challenging. Having to deal and directly interact with clients is a challenge. The goal is to leave a customer with a good impression of the brand or prove capable of helping at the …

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AHT Reduction Tips

August 4, 2021 Category :Call Center Basics 0

AHT or Average Handle Time is the average time of handling calls answered in a call center within a day, a week or a month. AHT is important in a call center operation because it is a measure of the …

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What is a Chat Support Agent?

June 25, 2021 Category :Call Center Basics 0

A chat support agent is a customer service representative that provides contact support services, sales and other customer relations services primarily through online chatting or non voice channels. Chatting is performed primarily using a computer in a designated chatroom in …

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Effective Spiels for Upselling

June 7, 2021 Category :Call Center Basics 0

Upselling is one of the basic ways to improve sales, profits and ROI. This is especially important for business because keeping existing clients is less expensive than getting new clients. Before upselling however, an agent must have a clear understanding …

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Adapting to Night Shift Work

June 3, 2021 Category :Call Center Basics 0

Sleep deprivation is one of the major problems in night shift work especially in the call center industry. Agents and employees are then encourages to adjust to a night shift schedule in order to cope with or adapt to the …

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Life of a Call Center Agent

June 3, 2021 Category :Call Center Basics 1

The life of call center agent is a life of irony. We start our day in the night. We wake up and go to work when everybody else is about to sleep after coming home from work. We have breakfast …

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Call Center Staff Evaluation

May 31, 2021 Category :Call Center Basics 0

Evaluation of employees does not end upon one’s recruitment, it is continuously undertaken as part of the monitoring strategy of management to ensure that personnel continuous to adhere to the standards and objectives of the company. Evaluation is also conducted …

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Call Center Messaging Do’s and Don’ts

May 30, 2021 Category :Call Center Basics 0

Messaging is generally another way for communicating or conveying information and meaning, which is a central activity that call center agents perform in the execution of their duties. However, messaging involves written communications whereas agents normally conduct verbal messaging when …

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Customer Service 101

May 29, 2021 Category :Call Center Basics 2

Customer service pertains to the front line service that directly deals with customers. Customer service is therefore inherent in different types of professionals including sales personnel, cashiers, waiters, teachers, policemen, nurses and others. Managers and supervisors and other officers also …

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Call Center Newbie

May 29, 2021 Category :Call Center Basics 0

A call center newbie is basically someone who is new in the industry. He could be a new graduate who had his first job in the industry, an old graduate who finally found a job, or a career shifter who …

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