Customer service representatives are more often than not, the shock absorbers of different companies. With them being the frontliners of the company, they tend to take in the complaints and anger of dissatisfied customers. Included are helpful tips for customer service reps on how to deal with irate and angry customers.

When outsourcing customer service jobs, most companies look to either India or the Philippines, because both countries have an excess of potential employees capable of doing the job. However, Indian representatives are not really known for being friendly when put under great duress, and often have an accent that makes it hard for Americans to understand them. On the other hand, Filipinos have a...

Customer service has gone a long way from what it was before. Now, customers no longer have to endure the annoying messages informing them that they have to call within office hours because they have other types of media to use to reach out for customer support.

Home-based agents can represent a massive boost in office space, equipment cost, and financial savings for the call centers that have them, provided they can avoid some of the pitfalls that many experts believe come with having home-based representatives. These can include things like quality control, communication between the staff and the agents, and the training of the agents themselves.

Investments at stake are high-risk when it comes to hiring people for call centers or other high-volume positions. It is important to consider that these new hires typically require four to eight weeks of classroom training before they can take one call. Quitting or failing any of the necessary exams can mean a lost investment of $25,000-$40,000 per employee. And that doesn’t include “soft cost...

Everybody knows that the contact center industry is currently in full bloom, with more and more centers opening not only within the United States, but also worldwide. You can just imagine the number of customers every representative in each one of those contact centers talks to in a day.

Call centers have a reputation of just tossing in newly-hired representatives into the field without any training or experience. However, as anyone who has worked in a call center can attest to honestly, that is not the case. Call center training is often a very comprehensive, very detailed thing that encompasses a number of areas that any prospective agent would need to be intimately familia...

Call centers have a reputation of just tossing in newly-hired representatives into the field without any training or experience. However, as anyone who has worked in a call center can attest to honestly, that is not the case. Call center training is often a very comprehensive, very detailed thing that encompasses a number of areas that any prospective agent would need to be intimately familia...

For a small business that’s considering hiring the services of a call center, there are more than a few things that need to be considered. With economics and the business world being the way they are, price is probably the prime consideration for anyone that’s attempting to hire out the services of call centers. Other important areas include experience and the quality of the representatives.

Customer service is one of those critical things that no sane business can survive without. However, there are problems with this approach, such as the lack of visual clues to confirm that an agent is sincerely trying to help. Another major problem lies in getting and maintaining a connection with the agent, as disconnected calls are a reality in the industry.