| Delta Intellicom

Returning to the Call Center After Remote Work

Thursday, June 24th, 2021

It’s important to accommodate your call center employees the best you can. Try adding cubicles for privacy and safety!

In many states, including Maryland, the COVID-19 pandemic seems to be a relative thing of the past. This also means that the era of remote working is over for many call center employees, and many will be returning to in-person work by the end of the summer. However, it’s been around a year and a half since many call center employees have stepped foot inside of a physical call center, and there will likely need to be some adjustments made for a comfortable and smooth transition back. Here are a few tips on how to adjust the atmosphere of your call center so returning employees will be happy and comfortable. Read the rest of this entry »

Three Ways to Evaluate Call Center Service

Thursday, April 22nd, 2021

Having happy call center employees is one way to make your evaluation results more favorable.

There’s the age-old saying that businesses tend to oblige to in most situations: “The customer is always right.” While every business owner strives to make the customer as satisfied as possible, there will always be problems that arise with any transaction. A call center is a great solution when it comes to maintaining a positive customer-business relationship and is one of the better ways of obtaining repeat, loyal customers. However, even a call center is not a foolproof way of maintaining customer satisfaction. After all, all customer service employees are only human and can make mistakes. But sometimes, it is the call center itself that can cause its own problems if not properly evaluated every so often. Evaluation of a call center can help to identify problems before they happen again. Here are some ways you can take action to evaluate the performance of your call center to alleviate any potential issues before they happen. Read the rest of this entry »

Call Center Phone Headsets: Two Types for Different Needs

Friday, February 12th, 2021

An easy way to improve call center performance is to provide employees with good headsets. Here are two types of headsets to consider for your call center employees.

Providing your call center employees with the headset type that works best for them will help ensure better efficiency and effectiveness.

Call center employees must use headsets in combination with their phone system to make sure they can quickly and accurately record information about their customers or sales leads. This eliminates the need for them to be holding their phone physically in their hand or using speakerphone function, which can distract other call center workers. An easy way to improve call center phone employee performance is to provide them with good headsets. Since they have to wear headsets to be able to work, it is good to be able to choose from different headset types to suit different needs. Here are a few types of headsets to think about for your call center employees. Read the rest of this entry »

How to Assess Your Call Center’s Performance

Friday, January 8th, 2021

When it comes time to assess how your call center is performing, track these factors.

Your call center is likely one of the biggest drivers of your business. Even if you don’t use the call center to generate new business, a well-run and professional call center is the best way to retain business through good customer service that builds trust. When it comes time to assess how your call center is performing, there are several KPI’s, or Key Performance Indicators, that you should be tracking. Read the rest of this entry »

How a Call Center Can Help Your Small Business

Friday, October 23rd, 2020

Here are three ways a small business like yours could benefit from using a call center.

A call center is a dedicated resource for managing calls made to and from your customers on behalf of your business. Indeed, many people have the idea that large corporations need call centers to support their operations, while smaller businesses are expected to handle their callers with their business-scale telephone system. Small businesses should consider upgrading their telecommunication efforts to incorporate a call center system for their company. Here are three ways a small business like yours could benefit from using a call center. Read the rest of this entry »

3 Strategies for Contact Center Success

Friday, August 14th, 2020

Having a successful contact center means your agents can play a more proactive role in establishing meaningful connections with your leads, and hopefully, convert to customers!

When your business uses a contact center for customer interactions, you open your company to more opportunities to create a positive brand experience for those customers. Having a successful contact center means your agents can play a more proactive role in establishing meaningful connections with your leads, and hopefully, convert to customers! There are certain strategies your contact center can use to enhance the call experience for your customers or help managers identify areas for improvement. In the following, we’ll examine three strategies for better contact center success. Read the rest of this entry »

How To Improve Call Center Agent Productivity

Friday, July 31st, 2020

A significant impact on how well a call center agent works is how well the technology at their fingertips works.

Many businesses would agree the core of their success comes down to one thing: employee productivity. This can seem like an overwhelming task, and it can be hard to figure out how to best improve the productivity of the agents and employees of your call center. But if done correctly, your employees can and will improve across the board. Many call centers would agree that appropriate technology is vital to the success of employees and, therefore, the call center business as a whole. Read the rest of this entry »

Cloud Call Center Versus On-Premise Call Center

Friday, July 17th, 2020

Whether you’re evaluating your call center’s efficiency or thinking of upgrading key pieces of equipment, understanding the differences between a cloud call center and an on-premise call center is essential.

Whether you’re evaluating your call center’s efficiency or thinking of upgrading key pieces of equipment, understanding the differences between a cloud call center and an on-premise call center is essential. Knowing the difference can help you come to more accurate conclusions about your business and equipment. Let us examine some key differences between cloud call centers and on-premise call centers. Read the rest of this entry »

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