Expivia

MAY 9, 2021

Each call should have an opening, greeting, some sort of customer verification, a time for listening to customer concerns, and then a resolution. Associates should include some sort of call to action , like a cross-sell or upsell, as well as any necessary disclosures before they close the call. Create a Scorecard.

Call Center 98

Call Center Education call center association Contact Center 98

Expivia

APRIL 1, 2021

There is a minor debate in the call center and quality management circles on whether it is best to use live calls or recorded calls when evaluating call center associates in a center. If an associate is not using a proper greeting, disclosure, upsell, or close we need to fix that right away.

Quality management 52

Quality management Call Center Management Coaching 52

Expivia

MAY 13, 2021

Each call should have an opening, greeting, some sort of customer verification, a time for listening to customer concerns, and then a resolution. Associates should include some sort of call to action, like a cross-sell or upsell, as well as any necessary disclosures before they close the call. Create a Scorecard.

Call Center 52

Call Center Education call center association Contact Center 52