Tag Archives: improve processes

What Makes a Great Customer Service Agent?

James Purcell/ July 4, 2016

The Key Skills Every Call Centre Agent Should Possess Every time a customer service representative answers a call he or she is representing one of our client companies and the caller expects first-rate customer support. Each customer service representative should have certain qualities which ensure that each client is represented in a professional and friendly manner. Each representative must be

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Innovation in our Contact Centre

Silvia Planella/ March 25, 2013

Call Management opened its phone lines 12 years ago and since then it has been working to improve the quality of our job and employees’ working conditions. This year we are launching an internal wiki that will help to reduce our phone handling time by a 10%. This new wiki distributes the information in a more intuitive way providing agents

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