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Call Center Basics Archive

Key Performance Indicators in Call Center

April 2, 2015 Category :Call Center Basics 0

Key Performance Indicators pertain to measures/ metrics or criteria that help manager to evaluate and determine the success of their call center operations. There are many different KPI‘s used by a call center company that would also depend on …

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Power Words in Call Center

March 16, 2015 Category :Call Center Basics 0

Power words in a call center can pertain to two concepts. First, it may refer to the book by Rye Gutierrez entitled “The Top 25 Power Words Every Call Center Agent Should Know”, which suggests that improving one’s vocabulary will …

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Tips to Improve Employee Engagement

February 28, 2015 Category :Call Center Basics 0

Engaging employees to a company is important for them to be productive and increase their sense of belongingness to the company. Here are ways to improve employee engagement.

Participative management. Engaging employees can only be facilitated if management employs …

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Call Avoidance Policy in Call Centers

February 13, 2015 Category :Call Center Basics 0

A Call Avoidance Policy is important to ensure that agents and employees in the company remain committed to their telephone call answering standard to prevent the company name into disrepute. Avoiding calls in a call center company is a fundamental …


VTO in Call Center

December 15, 2014 Category :Call Center Basics 0

VTO or Voluntary Time Off is a call center jargon in which call center agents are allowed to take under time as a cost saving measure. Management allows a certain number of agents to take an under time because of …

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Tech Support Rebuttals

December 8, 2014 Category :Call Center Basics 0

A rebuttal or refutation is an effective response to answering a customer’s objections especially required for handling difficult customers. Dealing with irate customers are very common in technical support precisely because customers requiring support are unable to do what they …

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11 Ways to Show Customer Care

December 5, 2014 Category :Call Center Basics 0

Customer Service is at the heart of the call center industry because all call center service involves directly interacting and interfacing with customers. Hence, it is always important to ensure the customer care is manifested in a call center service …

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Top Customer Service Closing Scripts

December 4, 2014 Category :Call Center Basics 0

Closing Scripts pertain to the final words an agent would tell a customer or caller before finally ending the call. Extending help on the call by confirming if the customer does not have anything else he needs assistance with is …

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Call Center Aptitude Test Tips

November 25, 2014 Category :Call Center Basics 0

The aptitude test in a call center is a test designed to determine an applicant’s ability in specific skill or field of knowledge. Thus, the aptitude test would depend in the nature of the service provided by the call center. …

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Cash Bond in Call Center

November 16, 2014 Category :Call Center Basics 0

Cash Bonds in call center pertains to two things.

The first concept of cash bond pertains to training bond or employment bond which is agreement entered between the company and employee which among the other terms states that an employee …

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