How to Measure, Improve, and Master First Call Resolution (FCR)
“You never get a second chance to make a first impression.” In customer service, this is everything. When someone contacts your support team, they expect
“You never get a second chance to make a first impression.” In customer service, this is everything. When someone contacts your support team, they expect
Accept the fact: Average Handle Time (AHT) can make or break a call center’s groove. You want agents to be efficient, but not so fast
Let’s be real—running a call center is a wild mix of people management and efficiency hacking. Whether you’re scaling a 200-seat hub, streamlining processes, or
If you’ve ever called customer service and left the conversation thinking, “Wow, that was actually helpful,” you probably have a solid quality assurance (QA) team
In 2026, exceptional service is vital, yet late 2025 data shows over 50% of customers switch brands due to slow responses. To bridge this gap,
Running a call center is no small feat. To ensure your team consistently delivers exceptional service, you need a solid strategy—from the technology you use
The idea of using a virtual assistant (VA) is becoming very important for both people and businesses. Many companies now outsource to the Philippines to
Call centers are vital in driving customer satisfaction and loyalty for many businesses. As one of the primary contact points between companies and their customers,
In a high-pressure call center, your sales pipeline is your operational heartbeat. While standard sales reps manage a few deals, call centers handle hundreds of
The prospects you’re looking for are also searching for you. The key is connecting with them at the right time—and live transfer lead generation makes
Here’s what matters most: Philippine call center outsourcing delivers 40-65% cost savings compared to domestic operations, with rates ranging from $8 to $25 per hour,
Quick Summary: Workplace Diversity and Inclusion (DEI) drives 70% higher market growth and innovation. At LeadAdvisors, we move beyond policy by helping companies outsource to
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