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Monthly Archives: August 2012
What is a semi-dedicated call center agent?
A “semi-dedicated” call center agent is one who is trained to work on several different customer accounts simultaneously. A “dedicated” call center agent is one who is trained to work only on a single customer at a time. Call centers …
Categories: Answering Service, Call Center News, Human Resources, Sales and Marketing
Optimal Talk Time: Ferreting out the Chatty Cathy’s
In today competitive market place we find ourselves, as any business in this economy making sure we provide an optimal customer experience for our customer base. To provide our customers the level of service they expect. We must ensure agents …
Categories: Answering Service, Call Center News, Customer Service
How many times can I use a telemarketing list?
There is not a set rule that dictates how many times a person or company should use a telemarketing list. But there is an industry standard that has developed over time. The standard is called the “120-Day Rule” and it …
Categories: Call Center News, Sales and Marketing
The Sound of a Seasoned Call Center Representative vs. the Operator Sound
While monitoring a call that came through the call center the other day, I happened to overhear a client commenting on the fact that she did not want an answering service where the representative ‘sounded like an operator’. I was …
Categories: Answering Service, Call Center News, Customer Service
What is the difference between a “virtual” answering service and a “live” answering service?
One of the definitions for the term “virtual” as described by Dictionary Online can be understood as an environment created, simulated or carried on by use of a computer or a computer network. This is an accurate definition. The problem …
Categories: Answering Service, Business, Call Center News
