Call Center Help Line Blog May Archive

Average Handle Time

05/29/09 08:05

In some call centers, there is this thing we call Average Handle Time (AHT), or the time that agents should allocate for each client call.

Read more: Average Handle Time [click]

The Comcast Problem Again

Calling the call center help line of Internet providers has always been a problem for a lot of customers.

Read more: The Comcast Problem Again [click]

How to Deal With Angry Customers

One reason why customers call the hotline is because they encountered a problem with the product/service that happens to be your call center's client. Thus, it is not surprising if the customers get a little bit carried away with their emotions at times.

Read more: How to Deal With Angry Customers [click]

Quality monitoring implementations is key to improved call center performance

Monitoring the performance of agents and the business process in general is crucial if a call center wants to exceed customer expectations and outperform competition.

Read more: Quality monitoring implementations is key to improved call center performance [click]

Choosing Your Call Center Furnitures

If you want to do well with your business, you have to make a good impression not only on your customers and partners, but also on your employees as well.

Read more: Choosing Your Call Center Furnitures [click]

What's wrong in your call center?

This site has been started with the idea of giving call center employees an opportunity to let the world know where call centers go wrong. It will hopefully give call center employees the power to bring problems and ideas to management.

The underlying concept here is that the customer frustration with all kinds of cell center operations... whether it is tech support or sales... results from the failure of management to work with them to design effective systems. The same goes for poor moral among call center employees.

Speak out! Speak your mind!