Memoirs of a Phone Banker

February 6th, 2012 by callcentercritique | Permalink

I was a let-the-wind-carry-me-rash-fresh-out-of-college lass some two years ago when I joined the whole banking bandwagon. Why bandwagon you might ask? Coz it’s the field that a cousin, a family friend, and a mentor was in. But what in the world do I know about this undertaking? I mean, before this, I burned my brows (almost literally) being the best of friends with Freud and his comrades. BS Psychology was m

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Keeping on Top of Your Game

December 16th, 2011 by callcentercritique | Permalink

Most people in other professions say that we in the call center industry have a lot of breaks. Unfortunately, what they DON’T see how rigidly those breaks are enforced… and timed. We’ve heard of stories of call centers abroad where even the bathroom breaks are counted, and you can only spend so long taking a leak. In others, they even specify whether a break should be used for eating, smoking or g

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The Bottom Line: Know How to Care for Your Customers

November 6th, 2011 by callcentercritique | Permalink

When taking part in business, keep in mind that not only should you work hard to provide a round of premier products and top-notch services, you must also be aware of the competition that exists around you. Your rivals are constantly keeping track of your activities and are watching over every business strategy you employ. One false move and they can take the limelight away from you. Honestly, you can’t blame

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Saying “Thank You” to a Call Center Agent

November 4th, 2011 by callcentercritique | Permalink

As you pick up the phone to dial a number and expect to talk with someone at the other end of the line, the first thing you must watch out for is your phone etiquette. Despite feeling low or irate for some reason, you can’t use the telephone as the medium to release your angst. You don’t dial someone else’s number to shout at them. That is what every customer fails to remember, especially as they

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Getting a Social Life in the Graveyard Shift

September 5th, 2011 by callcentercritique | Permalink

The graveyard shift, to call center agents with a poetic bent, is known as “the last bastion of the stark-raving mad, those who have lost touch with the meaning of reality, or have simply no better alternative than to wither away in moon-cursed tedium.” For those who don’t have such poetry in their hearts, it is simply one of the worst possible times to work if one wants to have some sort of socia

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The Importance of Cloud Computing in Call Centers

December 3rd, 2010 by callcentercritique | Permalink

Cloud computing as a computing model that is based on the Internet where shared resources, software and information are accessible to computers and other devices on demand. When applied to call centers, the definition is a bit more complicated since one has to deal with two clouds: the voice cloud (public/private network carrying voice traffic) and the application cloud (Internet-based customer interaction manage

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How To Improve Your Sales

November 14th, 2010 by callcentercritique | Permalink

Improve your sales with the use of business contact manager software. In today’s fast pace world, staying on top of your customers is paramount to the sales process. If you want to keep the customer after sale to keep coming back, then you must engage some type of a business contact manger. Fortunately with the improvement of technology, managing your contacts has moved from the pen and pencil process to

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The Top Five Mistakes Your Call Center Should Avoid

October 19th, 2010 by callcentercritique | Permalink

One of the most important elements of your business is customer service, and that’s why it’s so important to have a professional and customer-oriented call center in place. If you’re working with customers on a regular basis and need a centralized place to handle their concerns and problems, you should consider using a call center to direct customer issues. Your call center should also practi

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Working In A Call Center: Maintaining and Using Proper Etiquette

September 26th, 2010 by callcentercritique | Permalink

Working in a call center certainly is not a job for everyone. You have to be able to use call center etiquette to be successful. Speaking to customers all day long dealing with complaints can sometimes be overwhelming, yet the customer service representatives are needed. Who wants to call a company and not get an answer? Call center etiquette includes proper behavior and skills in speaking with customers. Anyt

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The Top Five Tips for Great Call Center Etiquette

June 20th, 2010 by callcentercritique | Permalink

If your company has call center that will be handling your customer service, technical support, or billing processes, it’s important that you establish some ground rules of call center etiquette for your employees. Here are five necessary etiquette practices for your call center. 1. Greet your customers clearly and professionally Every customer that calls in should be greeted in a clear and professional

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