Three Call Center Call Routing Strategies for Efficient Call Handling

By |2018-08-27T21:57:42+00:00August 8th, 2018|Categories: Call Center, Customer Support|Tags: , , |

There are several different call center call routing strategies you could use to help develop more efficient call handling. Call handling is ensuring that a caller is routed to the most appropriate agent who is fully capable of resolving any issues without having to transfer them. Interactive Voice Response—IVR/Touch-Tone Response Routing With this type of call [...]

Can IOT Supplements Make for a Better Customer Experience?

By |2018-09-11T21:51:54+00:00July 27th, 2018|Categories: Answering Service, Call Center|Tags: , , |

The Internet of Things (IoT): Can it improve customer experience for the better? And, if so, how can phone answering services capitalize on it to improve call efficiency and success rates? We review these critical questions by highlighting four major IoT supplement benefits right here, in this post. From product improvement to better client support coverage, [...]

Benefits of Call Disposition Codes in Contact Centers

By |2018-07-20T18:34:04+00:00July 23rd, 2018|Categories: Answering Service, Call Center|Tags: , |

In the call center, proper organization is the key to ensuring that call-ins are routed to the right people at the right time. One of the strategies used to achieve efficient call routing is that of call disposition codes—labels that identify who’s calling, where they’re channeling in from, and what they’re calling for. If your sales [...]

A List of Call Center Terminology Every Agent Should Know

By |2018-09-21T17:28:54+00:00July 16th, 2018|Categories: General|Tags: , , |

There is a set of specific key phrases and terminology every call center agent should know that is universal and used throughout the industry. FCR (First Call Resolution): The goal or objective of every agent should be to attempt to resolve a customer’s issues on the first call. Blended Agent: This is a person who not [...]

Hiring a Call Center for Better Growth

By |2018-01-05T02:09:47+00:00September 15th, 2017|Categories: Answering Service, Call Center|Tags: , |

Hiring a call center may be something you’ve been against in the past, but now you’re trying to grow your business and just can’t seem to keep up. You’ve begun to miss phone calls, either during the business day or after hours when you simply can’t be there to pick up. Call centers help you expand [...]

Five Reasons Why Your Small Business Needs a Call Center Service

By |2017-10-04T17:58:53+00:00September 8th, 2017|Categories: Answering Service, Call Center|Tags: , |

From generating new leads and sales to making yourself easily accessible to your customers, most small business owners can find they are stretched too thin to properly manage every aspect of their operations. Rather than missing out on sales or worrying that your customers’ problems are unresolved, you can rest easier when you get help from [...]

Is Your Business Big Enough to Benefit from a Call Center?

By |2017-08-30T17:07:15+00:00September 4th, 2017|Categories: Call Center, Customer Support|Tags: , , |

Personalized Communications, a call center in Austin, provides customer service, support, and many other services to all industries and businesses of all sizes. Something may surprise some business owners: Even small businesses can benefit from call centers. The advantages of having a call center for your organization are many, as call centers help save employees time, [...]

Overcoming Automation: The Successful Statistics Behind Using a Call Center

By |2017-08-30T17:03:57+00:00September 1st, 2017|Categories: Call Center, Outsourced Call Center|Tags: , , |

In the modern age of automation, where only the businesses keeping up with rapid changes in technology can cut the mustard, it’s important to outshine your competition. Call center outsourcing is an important facet of a thriving business—one that needs inbound call service management. Personalized Communications provides statistics proving that an effective call center helps businesses [...]

Will AI Ever Be Integrated into Call Centers?

By |2017-08-30T16:59:42+00:00August 31st, 2017|Categories: Business Insight, Call Center|Tags: , |

During the last two decades, we’ve seen the development and widespread acceptance of many new technologies that have completely changed the way business works. From smart phones and tablets to the cloud, the average office looks a lot different than it did even just a few years ago. There’s one piece of looming technology that, if [...]

Reasons You Should Outsource Your Call Center

By |2017-06-13T21:49:44+00:00June 15th, 2017|Categories: 24 Hour Answering Service, Answering Service, Call Center|Tags: , |

For owners of small- and medium-sized businesses, one of the biggest questions they need to determine is whether it is better to set up their own internal call support or outsource their call center to a service that specializes in providing customer support. There are many reasons to consider, and the following are among those you [...]

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