No two telephone calls a business handles are alike, which means the average time it takes to handle those calls can vary based on a number of factors. Some calls, like wrong numbers, will last a few seconds, but other calls, like helpdesk calls for computer issues, could take an hour. Unfortunately,…

How many times have you called your doctor's office and knew right away that you were speaking with their answering service? From asking an excessive amount of questions to simply not handling the call correctly, there are a few ways the interaction can fall flat. If communication is being outsourced to an…

The phone rings. The caller on the other end of the line is freaking. He is screaming into your ear and you are trying to figure out how to help him. Problem is, you’re on edge from an earlier call, and you are afraid you might lose it on this guy. This…

Do you know how you sound on the phone? Probably not. While some people may think they sound professional and helpful, others may hear something entirely different. Unless you are routinely listening to yourself, you may never know how professional, or not at all, you are. If you work at a professional call center…

What's more unprofessional than chomping down on a nacho box while on a business call? Chomping on a nacho box while out at a sporting event with a crowd of loud, crazy fans in the background while on a business call. Each one of your calls is important. Each customer is a…

With all of the shenanigans call center staff has to contend with on a daily basis, surely there must be an extensive manual dedicated to the navigation of difficult in-call situations. Um, not so much. There is no such manual in existence, just like there is no manual for life, or childbirth,…