Operations

The average hourly pay range for a call center representative in the United States is $12.00 to $24.00 per hour. Salaries for this position range from $24,286 to $39,640 per year. These figures represent an average range in the United States. That doesn’t mean you have to start at the […]

Outbound Interactive Voice Response (IVR) systems can send out reminders about appointments and prescription refills, deliver marketing messages, and confirm deliveries and shipments. But when you add Artificial Intelligence (AI) tools to the mix, you can improve call center efficiency, enhance customer engagement, nurture leads, and more. AI-powered outbound IVR

Nobody wants unsolicited calls. To start, you can register your number on the U.S. Do Not Call Registry via their website or by calling 1-888-382-1222 (TTY: 1-866-290-4236). Unfortunately, while it’s a good first step, it won’t stop spam calls. The Do Not Call Registry only stops unsolicited calls made by

Whether you’re adding a call center to existing business operations or building a call center as a standalone service to other companies, the process is largely the same. Start small, iterate, and grow from there. Here’s how to do it, step-by-step. Step 1: Start with a Remote Call Center Forget

Clicking the Skip button or hanging up the phone before an optional survey can start is hardly ever a big deal—unless you’re the one giving out the survey and need responses. In particular, IVR phone surveys are infamous for having bad completion rates. IVR stands for Interactive Voice Response, and

The sound of ringing phones. Voices talking over one another. A hint of panic in the air. Sounds familiar, right? This is what most contact centers are like. No wonder so many call center agents are on the brink of burnout. But it doesn’t have to be this way. With

There’s no question that call center benchmarks matter. As the saying goes, you can’t manage what you don’t measure. But the question is, what are the metrics that actually matter? It’s easy to become overwhelmed by all the information out there telling you what benchmarks you should be tracking at

Setting up a new call center might seem straightforward—just get some phones, hire some agents, and start taking calls. However, there is far more to it once you factor in considerations surrounding call center compliance. Simply put, you can’t just read the rules set out by regulatory bodies like the