The call center industry has become a global success in every aspect of any kind of business. The big reason behind is the evolution of the IT world in improving communication tools and strategies to manage business interactions with their …

If your job in a call center is being a call center agent or customer service representative, there is a possibility that you have already encountered speaking or communicating with an irate customer. Talking to irate customers is not uncommon …

Your work as a call center representative or customer care specialist does not begin and end in taking the call, listening and solving your customer’s concern. Real customer care can be defined in the way you handle each and every …

Calls are not recorded just for the sake of having a copy of your conversation with your customers. To guarantee the quality of your calls, they are being listened to and calibrated by the quality assurance specialists. This is to …

If you are working in a call center, most people are under the impression that your job mostly consists of sitting all night long in your workstation, answering phone calls, making phone calls, or maybe provide assistance through chat and …

Erlang is a measure in telephony of load capacity or carried load (telephone traffic) on a telephone circuits or switching equipment. This is named after Agner Krarup Erlang, a Danish mathematician and engineer, who invented the fields of traffic engineering …

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 …

If communication service is what you need, why not go West? West Business Services is a premium business process outsourcing company that provides technology-driven, voice-oriented services through about 45 call centers and automated voice and data centers. West Business Philippines…