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Best practices and tools for QA in a call center

What Does The Term QA imply? With the rising importance of Net Promoter Score (NPS) and customer satisfaction surveys (CSAT), BPOs have shifted their attention towards excellent quality assurance both to customers and clients. So what exactly does the quality…

The Future of HR – An Approach to Futuristic Technology with 3E’s

Humans have always used technology to extend their mental and physical capabilities. Today we are advancing towards a world where information and knowledge are converging into a virtual network that can be managed and accessed easily. All modern-day business departments,…

A Brave New World: The Hybrid Work Model

Employers are more receptive and encourage settings where employees work synchronously via hybrid work arrangements. As a result, 41% of employers in Canada in 2021 have stated that their employee productivity increased. Thus, a partial or complete hybrid workforce might…

What is a Debt Collector and Why Are They Contacting Me?

There is nothing scarier than having a stranger call you and tell you that you owe money. Right now, there must be a million questions in your head “Why are they calling me?”, “Who is the debt collector?” and most…

6 Rapport Building Questions To Be Asked In Sales Call

In your next sales call, ask these 6 rapport building questions. Have you ever received a sales call that started with a casual “How are things going?” question? Rapport-building questions, like this one, can help you create a relationship. However,…

Lead Generation Challenges

One of the oldest and most popular methods of marketing is lead generation. Marketers have adopted this methodology in one way or another, for years. Regardless of it being one of the most used methods, even experienced marketers sometimes face…

Top Outbound Call & Contact Center KPIs and Metrics That Matter

Contact centers are sophisticated operating facilities that employ a variety of tools and software to provide an exceptional customer experience at a low cost. Improvement in contact center performance is always critical to achieving, hence constant tracking of outbound call…