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How to Lower AHT?

February 5, 2018 Category :Articles 0

In order to optimize the average handling time or AHT of an call center agent, it is important to dissect the AHT to its different components and address this elements one by one. AHT refers to the duration of a …

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Challenges of Call Center Agents

September 22, 2017 Category :Articles 0

Being a call center agent entails numerous challenges on the chosen career. Yet, most people think it’s so easy to be an agent, if you have good communication skills. Here’s the list of challenges of call center agents:

1. Call

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Effectively Handle Irate Callers

August 29, 2017 Category :Articles 0

Irate callers have already become a part of call center agent’s life. In fact, if you have been a call center agent for a long time now, you could say that your day at work is not complete without one …

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How to Be the Top Agent

May 21, 2016 Category :Call Center Basics 0

Let’s face it – who does not want to be a top performing agent? Apart from the big bonus that you will definitely get in producing outstanding results, you have the prestige and your face might also be plastered in …

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Call Center Life

February 23, 2016 Category :Call Center Basics 0

If you have been working in the call center for a while now, you would know that there are lots of different comments from other people regarding your job. Some of them appreciate the fact that it is not easy …

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Call Center Scorecards

November 23, 2015 Category :Articles 0

As simple and easy as it may sound, call center job would also require you to hit some targets. These targets, other time called metrics, are the numbers that would determine just how well you perform as an agent. There …

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How to Build Rapport

October 12, 2015 Category :Articles 0

It’s been months, but despite of your sales coach’s advice on how to hit that sales quota, you are still getting below average sales. Your quality assurance coach is still marking you down for being unfriendly towards the customers. All …

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Tips To Become a Top Call Center Agent

October 4, 2015 Category :Articles 0

Call center agents in the Philippines have a very tough job description. They stay awake at night; hold their emotions when customers become unprofessional towards them; and work under pressure when the team managers and the client are putting too …

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Keeping Your Call Center Job

September 25, 2015 Category :Articles 0

After raiding numerous job fairs and sending tons of resume to various BPO companies, you’ve finally landed the job and now a certified call center agent. The process of application, albeit a speedy one because some companies promise a one-day …

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How to handle different types of Customers?

July 12, 2015 Category :Articles 0

In a call center, you are literally dealing with different types of customers. There are customers who are irate, passive, and talkative. The question is, how will the call center agents handle them? It is not easy though to handle …

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