Infographics

When you call your TV service to find out why cable is on the fritz and hear, “For Service, say 'Service,' or press 1,” that’s Interactive Voice Response or IVR for short. Basically, IVR allows a combination of voice and keypad responses to get callers where they want to go. IVR makes…

Let’s say that you're an equipment manufacturer with multiple products. You have a division that builds rockets, another that builds washing machines, and another that builds garage door openers. Each product has its own toll-free support number for customers to call for assistance. Each of those numbers rings to your in-house telephone answering service, where…

A great script is more than just a few steps strung together. It's the core of your answering service experience, creating the right set of questions that will guide the operators and keep call flow as smooth as chocolate silk pie. In the infographic below, we've let you in on a little…

How do you measure success at your company? By how many likes you get on Facebook? How many employees decide to jump ship or stay for the long haul? How many testimonials you have posted on your website? There are about 8 million ways to determine the effectiveness of your business. In…

Speech analytics technology is deployed in most customer service call centers to enhance the customer service experience. Essentially, speech analysis technology monitors phone calls and directs call center agents by taking cues from the caller's natural language. Among other benefits, monitoring keywords the caller has used can bring up the best script for the virtual receptionist to help…

Did you ever wonder how your customer service calls are instantly transferred to the right person or department, and all you have to do is say a word or two? Behold the magic of Automatic Call Distribution, or ACD for short. Everyone has strengths and weaknesses, including call center operators. Let's say that Alberto…

The job of a virtual assistant is never easy. Imagine dealing with hundreds of calls a day, often for similar issues, and having to repeat yourself over and over. It would be maddening. That's where Agent Assisted Automation comes in - using pre-recorded audio, desktop integrations and tools to make an operator's…

If you're toying with the idea of starting a call center, then we have the infographic for you! From the type of call center to your target market to technology, there's a lot to consider. We've put together a bunch of info that will help you create a comprehensive answering service business plan.…

Did you know CSRs answer over 5 million calls annually? And you thought you got a lot of calls. Yeah. No. In the infographic below, we’ll pick apart the noggin of an awesome call center agent so you can see the the anatomical functions behind just how she (or he) is able to take…

The first call center was founded in 1957, operating under the name Life Circulation Co. and owned by Time Inc. Established to increase LIFE magazine subscriptions, it was the forerunner to today’s modern call centers, and business communications have advanced significantly since then. Before computers, communication was possible via giant switchboards called…