Call Center Insights and Best Practices Blog

Nov 03, 2020

Hiring, Onboarding, and Engagement of Work-at-home Agents

Call Center Insights and Best Practices Blog - Voiptime Cloud

Work at home has become a pervasive reality Many businesses across the globe switched to a remote mode for who knows how long A pandemic made them rethink their hiring onboarding and engagement strategies We ve tried to briefly outline what steps your contact center should take to reduce employee...

Nov 02, 2020

Call Center Staffing Calculations: How Many Agents Do You Need?

How to calculate the number of agents properly? It may be quite a challenging task, especially when your call center has just started to work with customers. Let us give you some tips on how to do that.

Oct 30, 2020

How to Reduce Abandon Call Rate in Your Call Center

One of the most important goals of any business is to build customer loyalty Therefore it is important to understand all the processes of the call center and constantly work to improve the quality of service and avoid poor customer service So what is abandonment in contact centers and why...

Oct 28, 2020

Why Call Center Is Important in the Insurance Industry

The call center is one of the first points of contact between customers and your company. It can have both positive and negative impacts on their decision. Why is the call center so important in the insurance industry and how can you benefit from it?

Oct 19, 2020

How to Solve VoIP Issues and Improve Your Call Quality

VoIP or Voice over Internet Protocol is a technology that delivers voice communication and multimedia sessions over the Internet It gives your call center the opportunity to contact with customers across the world However it has its flaws as well What are the most common VoIP issues and how to...

Oct 15, 2020

Things You Should Not Do With Your IVR and How to Prevent Them

Interactive Voice Response system IVR is the first point of contact between your customers and your company It can have either a positive or negative impact on your customer experience depending on how much attention you pay to its design and maintenance Let us outline the most common IVR mistakes...

Oct 12, 2020

How to Calculate Productivity in the Contact Center

It is a tricky question for any contact center manager. Which metrics to take into account and which not? How to measure agent productivity properly? We’ve tried to answer these questions.

Oct 07, 2020

Scattered but Connected: How to Manage a Remote Call Center Team

Nowadays remote work is a necessity for many industries, including call centers. It dramatically changes all the working processes in a call center and poses many challenges both to leaders and employees. Let us try to find out how to manage your remote team effectively and keep your agents engaged.

Oct 05, 2020

The Pros and Cons of Call Center Outsourcing

It goes without saying that call centers are an important part of every company. Nevertheless, outsourcing your call center functions may seem appealing for many reasons - from financial to administrative. Let us take a look at the pros and cons of this step.

Sep 14, 2020

What Equipment Is Required To Run An In-house Call Center

The equipment is one of the most important components in running a successful call center, as well as the right contact center solution. It ensures the future capacity and scalability of your call center, its functionality, and reliability.