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Without a doubt, the online market is currently one of the largest markets worldwide and as it continues to grow exponentially, cardholder data of millions around the world are exposed on a daily basis. Therefore, the PCI Security Standars Council decided to create a security standard oriented to the development of regulations for Cardholder Data […]
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Scripts are a set of guidelines for specific processes that are provided to representatives of departments like Customer Service, Tech Support, and Complaints/Suggestions so they handle every call appropriately. These guidelines must meet a series of formal requirements that ensure customers have a positive experience. In Debt Collection and Sales areas, apart from such requirements,
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Contact centers are required to analyze results upon the end of phone customer interactions in a methodical, consistent manner. Developing reports and keeping close control of the operation in real-time come in handy for such purpose. Real-time monitoring is one way of maintaining and guaranteeing call control and quality. Given that, it allows detecting an
Call Monitoring Still Works (Article + Infographic) Read More »
Transfers are a constant of contact centers’ day-to-day operation. In order for them to be expedited and better managed; it is necessary to map out a well-thought-out strategy and use appropriate tools. Contact centers have taken advantage of technology by using it to streamline their external and internal processes. And consequently improve their service. Some
Voice Broadcasting for More Efficient Transfers Read More »
The COVID-19 crisis sets many challenges to companies around the globe. One of the most critical is team management during crisis and in distance. Work from home for Contact Centers are possible, but these does not necessarily mean it would be an easy task, maintaining an agile team who knows how to deal with a
Team Management During Pandemic Crisis. Read More »
Call center services hired by the hour are a great opportunity that many businesses seize to satisfy all their communication needs. The way today’s customers communicate with companies has changed customer service dramatically. That’s why an increasingly large number of companies decide to outsource their operation to multichannel contact centers; in order to deliver an
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Today’s contact centers require tools that improve their contact ratios and productivity, and consequently increase their revenue. Profitability is a key aspect in any business. In order to maximize it, companies must keep close control of their financial situation. To that end, they must start by drawing up a budget that takes operating costs into
What Your Contact Center Needs Read More »
Bulk SMS is a tool used by thousands of companies. To contact both customers and prospects on a direct and effective basis. SMS messages are one of the main communication means in many industries. In debt collection, for instance, they are used as payment reminders or notifications. In advertising or marketing, they are used to
Bulk SMS System: Usage Examples for Your Company (Infographic) Read More »
Call recording systems function as a shield against frauds that comes in handy to safeguard the privacy of customers. Any business, from small debt collection call centers to large corporations that manage a high volume of information, is protected from any possible threats when using call recording. Call recording systems were developed a while back
Call Recording, the Best Shield Available to Your Company and Customers Read More »
Contact centers are required to pay very close attention to the calls they receive. To that end, it is advisable for them to monitor calls in detail using a profitable system (known as call control). According to some studies A single agent can dial or answer about 100 calls on average within a 6-hour shift.
Call Control | Management in Contact Centers Read More »
