Despite the rise of digital marketing channels, the power of personal conversation through telemarketing in influencing business decisions cannot be underestimated. However, a telemarketing campaign’s success depends on the effectiveness of its strategy. Well, proven telemarketing appointment-setting strategies for business-to-business (B2B) can lead your telemarketing efforts to successful appointment-setting. Appointment setting is a great telemarketing […]
How To Generate Leads For Financial Advisors?
Let’s start with a statistic: over 90% of financial advisors tend to leave the industry within three years. What can be the root cause of this dramatic rate? And you guessed it right, that is the lack of potential leads. Successful lead generation enables financial advisors to build a pipeline of potential clients, but this prospecting can […]
Why Is Cold Calling Important in Business?
Cold calling is still essential in business just because of its scope of direct communication. Nowadays, digital marketing strategies often take center stage in business. However, the importance of cold calling is still unwavering. Despite the evolving marketing methodologies, businesses find value in the direct and personal approach. Notably, the cold calling offers this. It’s […]
What Is Agent Utilization In A Call Center?
Agent utilization in a call center is a critical metric that measures how effectively agents are occupied with their tasks. This KPI is directly tied to other critical indicators such as attrition, adherence, and staffing levels. Agents’ roles are to make use of most of their working time, which indicates a high agent utilization rate […]
What Is Occupancy In Call Center?
In a call center context, “occupancy” refers to the percentage of time that call center agents spend actively handling customer interactions or performing work-related tasks compared to the total available time. It is a key performance indicator (KPI) that measures the efficiency and productivity of the call center staff. Call centers use occupancy rates to […]
What Is Call Center Absenteeism?
Absenteeism in call centers is a usual occurrence where employees take the day off without any notice. This can negatively impact the customer experience (CX). It’s a complicated matter that needs to be carefully thought through and analyzed. A Cornell University study indicated that call center absenteeism averages 6% on typical days, with outsourced call centers having […]
What Is Call Center Attrition?
Attrition in call centers is the process that measures the percentage rate at which employees leave the organization over a specific period. It is a crucial metric for industries like call centers, where employee turnover can be relatively high. A call center’s average agent turnover rate is 30-45 percent. So, call centers want to calculate the […]
What Is Call Center Schedule Adherence?
Call center adherence is a crucial practice within a call center environment that refers to the rate at which agents adhere to their predetermined work schedules. This is essential for call centers to optimize agent availability, maintain consistent service levels, and enhance customer satisfaction at any given time. Here, every moment counts, and every customer […]
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What Leadership Style Works Best For Your Call Center Team? [See if it Helps]
Call center leadership styles are crucial for managing a team of agents effectively and maintaining customer service quality. But how do you determine what leadership style works best for your call center team? The answer depends on the needs and situation of your call center. Leadership styles vary based on the organizational culture, the nature […]
What is Call Center Forecasting?
Call center forecasting is about accurate predictions about the volume of calls your business will receive over a certain period. It provides the exact or probable number of agents you need to handle that call volume. Forecasting in call centers involves analyzing historical data, identifying patterns, and utilizing various methods to predict the future demand […]
