Handling on Floor Confrontation in Your Call Center
Handling Supervisor-Associate Confrontation in Your Call CenterSometimes an issue may arise on your team. Maybe someone isn’t in a good mood, or a team has an argument, maybe an associate isn’t receptive to feedback. It can be hard to deal with it a professional manner that won’t affect other agents or cause an ongoing incident. […]
Hiring the Best Call Center Associates Based on Your Organization’s Culture
Today we will be discussing a very important topic for your call center: culture. This includes defining and/or evolving your center’s culture if you don’t like where it is now. We’ll discuss how you can accomplish this. Define Your CultureGoogle’s Definition of Company Culture – The personality of a company. It defines the environment in […]
Using Social Media and Branding to Recruit and Hire the Right Call Center Agents
Many call centers struggle with bringing in the right agents to work for them, as well as managers and supervisors. It can be difficult to hire the right people who truly understand and value your services, and mesh with the company culture you are trying to create. Many companies choose to write a simple job […]
Expivia Call Center Book- Advice from a Call Center Geek!
Check out our new Call Center Book, Advice from a Call Center Geek! Click here to order from Amazon! ADVICE FROM A CALL CENTER GEEK! Advice From a Call Center Geek takes a look at a new way of running today’s high end contact center. Tom Laird, the CEO of award winning Expivia Interaction Marketing, a 600 […]
Hiring the Best Call Center Associates
Through the 25 years of running a call center we have tried many different methods of trying to figure out what methods and what traits we look for when hiring the best call center associates for our center. Through all the years of trial and error, of trying everything from personality tests, job test and […]
Rethinking Call Center Outsourcing
Question…When you are looking for a special gift to purchase for a loved one, a gift that really needs to make a statement, where do you go to buy that? Would you go to a giant supercenter like Walmart or Target or would you look for that boutique shop around the corner that provides amazing […]
How to do a Call Center Agent Cost Analysis in 5 Minutes
When was the last time you or someone in your organization did a real cost analysis to see how much your call center associates were really costing your organization? Take a couple of minutes and watch how Expivia CEO Tom Laird uses our FREE Call Center Calculator to give you an in-depth look at all […]
10 Elements in Choosing a Call Center When Outsourcing
Choosing a correct call center outsourcing partner for your customer service and/or sales can be a daunting task for many organizations. It is very difficult to give up some control and trust the service to your organization’s customers to an outside group.Having 25 years’ experience in the BPO call center arena, we wanted to give […]
Why Startups Need to Look at USA Boutique Call Centers
So many huge call centers dominate the landscape. Thousand seat centers with locations that span the globe. When startup companies think of a call center or call center outsourcing, for many, these large companies are the first to come to mind. For many larger clients they do serve a great service. They offer high volume […]
Call Center Outsourcing: Outsource Your Call Center or Grow It Internally?
With the current economy on the upswing, many companies are expanding their operations and wondering about call center outsourcing. The question of “What do we do with the expansion of the call center and customer service department?” is becoming a substantive issue that a lot of organizations must answer. Should We Outsource Our Call Center […]
