What is a 311 Call Center?

Most people are aware of the telephone number 911 and the call centers that receive the emergency calls, but there is another special number, and that is 311. The 311 telephone number is used in many cities and towns in the USA and Canada to provide callers with access to non-emergency municipal services at a … Read more

Operating a 24 Hour Call Center: The Benefits

Since the advent of the internet consumers have got used to a 24 hours a day, 7 days a week ‘always on’ lifestyle. Day or night, customers can place orders for just about any kind of product or service they desire. This means consumers demand your attention and customer service when they want it—not just … Read more

How do You Measure Holding Time?

Holding Time is the total time taken from the moment you pick up the phone to dialling, to waiting for an answer, to speaking on the phone, to hanging up and finally putting down the handset. Holding time is not usually billed, you are billed for conversation time, which is of course shorter. Holding time … Read more

Call Center Customer Service Practices

In a company that provides outsourcing services, a set of best practices must be imposed. This statement holds true in the place of call centers since it is important to note that there must be a certain set of call center customer service practices to ensure that the company will provide the best of all … Read more

Call Center Acronyms

 Call Center Acronyms and Abbreviations Explained. It’s not easy when you join a company or organization and you don’t understand the jargon. Don’t panic! In our handy guide you’ll find all the latest buzzwords and more. ACD – Automatic Call Distribution ACS – Automatic Call Sequencer ACW – After call work – also known as … Read more