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by | Feb 13,2019
So, we now know what phrases to use when dealing with the different types of angry customers in the call centre. But what specific words are central to all of these expressions? Find out below, and if you remember these words, the right statements to use should start...
by | Feb 12,2019
When it comes to calming angry or irate customers, a skilful use of language by your agents could be very important. Here, we present our analysis of the four main irate customer personality types and our list of suggested phrases for tackling these most difficult of...
by | Feb 08,2019
It’s simple to throw technology or people at the challenge of managing call-backs in the call centre but it’s far more difficult to manage the process to deliver optimal outcomes. Richard Farrell explains how it can be done. Time to answer is consistently the bigges...
by | Feb 07,2019
Recently I was asked to participate in an expert round-up for how Fortune 500 companies Manage their Contact Center(s). More specifically, I was asked to provide insight on the importance of consistency among different channels within a Contact Center. There is a wide r...
by | Feb 05,2019
Let’s face it, telemarketing isn’t always “fun”. As an operations manager in an outsourced telemarketing agency with agents in a brick and mortar setting as well as in an at home setting, I know first-hand what it takes to make the job fun for the agents. But before I t...
by | Feb 04,2019
Customer satisfaction is a top priority for all kind of companies (service-oriented or a product based) that want to leave an impression. A responsive, precise, and professional response to the customers’ query not only aids to cling and return a happy client but also o...
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