To better cater to customers looking for phone help, online handbags and accessories seller eBags has brought its call center to the U.S., Ebags, which had been using a services provider based in the Philippines, went with Peoria, IL-based Affina.
Many call center reps see themselves as order-takers or processors or helpers, not as salespeople, and they can be fearful–and in some cases, downright negative–about selling. So the approach of teaching reps to
The long-term success of any organization, and particularly a service organization such as a call center, depends upon continuous improvement. Most call centers have numerous measures of individual, team, and overall call center performance.
You know why you should strive for first-call resolution, and if you read our last article (http://multichannelmerchant.com/opsandfulfillment/advisor/first_call_0129/index.html), you know how to do it. This week we