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- Multilingual Culture August 24, 2019When you take calls/e-mails, etc. from overseas customers, consider buying local newspapers from all the countries you take calls from. This will help your agents be aware of local issues in that country and could help them empathise with callers and build rapport. For example, if your center is in the US and you take […]
- Public Praise August 23, 2019When was the last time you praised an individual or your team in public? A lot of praise goes on behind closed doors â€“ take it into the work environment and show everyone that you can give praise in public!
- Queue Music August 22, 2019Have a good variety of music and not just one or two tracks â€“ it can get very irritating for callers if they are held in a queue and hear the same song (s) again and again.
- Toll Free Numbers August 21, 2019When you use them, make sure your queue message states that the call is free to help avoid callers hanging up. Vary the message though to avoid too much repetition, which can irritate.