A History of Answering Services and Call Centers

Answering services and call centers have been around for decades, but they are a part of an industry that is continually changing. Here's a brief history of how call centers got started and how far answering services have come since then. Approximately 40 years ago, airlines and the hospitality industries

Best of the 2017 Sound Telecom Blog

With  articles coming from new authors, guest bloggers, and established contributors, we had a great mix of fresh content in 2017. Here are some of the best and most popular posts that appeared on our blog this year. With the New Year upon us, we thought we'd carry on with what has become an annual

How to Handle Angry Callers for Customer Service Success

Whether you work in a call center or provide customer service regularly over the phone, odds are that you've had to deal with a few upset people along the way. Here's the secret for how to handle angry callers and transform the call into a positive experience. We have all had that one customer (or

Does an Outsourced Call Center Make Sense for My Company?

It makes sense for many companies to take advantage of outsourcing in the form of a specialized call center partner. Let's find out if your business is one of them. When the phone starts ringing off the hook,  many business owners turn to call centers for help. In fact, industry analysts project