Cost Breakdown: 9 Factors to Calculate Hourly Outsource Call Center Cost
The challenges inherent to calculating the total costs of running an internal contact center are numerous. Both direct costs and indirect costs can be difficult to identify, isolate and quantify, which can lead to an understatement of true contact center operations costs. In this article, we will build an illustrative model to identify each of...Continue reading
9 Building Blocks to Craft a Consistent Brand Experience
As a sales leader, it’s critical that you don’t underestimate the importance of providing consistent customer service, messaging, and branding company-wide. As marketing develops a brand image, sales must be sure to sell with that image in mind, and service must meet customer needs based on what both marketing and sales have promised — none...Continue reading
4 Ways Sales & Service Can Actually Work Together to Improve Customer Experience
Traditionally, the success of a sales agent has pivoted on making “the sale” — landing that top-dollar deal with that big-name client. However, much has changed in the modern sales landscape. Customer experience is king — and it’s your responsibility as a sales leader to make sure your customers and prospects have a fantastic experience...Continue reading
3 Sales and Marketing Best Practices for Improved Service Alignment
Marketing and sales notoriously clash when it comes to aligning service before the sale. Why? Because management often does a poor job at setting best practices and expectations for each team and isn’t actively working to repair broken processes and communications. Rick Lepsinger of Business 2 Community warns: “When customers see a disjointed approach, companies...Continue reading
Finding the Root Causes of Complaints Using Call Center Speech Analytics
I was fascinated by a story about the cost of complaints based on a study by the Institute of Customer Service. The research suggested that time wasted by customers making complaints, and the cost to businesses and their suppliers in dealing with them, cost the UK economy $190 billion a year in lost productivity. Jo...Continue reading
RDI Connect Connersville, Indiana Contact Center Grand Opening and Ribbon Cutting
Connersville, Indiana – On Friday, October 2, 2020, 11:00 a.m., the Fayette County Chamber of Commerce will celebrate the Grand Opening of RDI Connect’s new Indiana contact center located in Connersville with a ribbon-cutting at 531 N. Central Avenue, Connersville, Indiana 47331. The Chamber’s ribbon-cutting is part of their two-hour Open House (11 am to...
How to be an Outstanding Contact Center Virtual Coach for Your Work-from-home Team!
We are all adjusting to a work-from-home virtual team using GRIT and HUSTLE, and it is important to remember communication skills are the same skills we have used all along – they just look a little different as a virtual coach. The purpose of a virtual coach is to keep the company culture alive every...Continue reading
Cincinnati-based RDI Corporation Chooses Indiana for Midwest Growth, 100+ New Jobs
CONNERSVILLE, Indiana (July 23, 2020) – RDI Corporation (RDI), a business solutions provider, announced plans today to expand the domestic footprint of its contact center division, “RDI Connect” in Connersville, Indiana, creating up to 125 new jobs by the end of 2023. “Because of Indiana’s business-friendly environment and talented workforce, companies like RDI are choosing our...
Benefits of Outsourced Sales and How to Get Started
One of the biggest obstacles for growth that many companies face is the challenge of finding and hiring good salespeople. A requirement to grow any company is to find new leads then in turn make them into qualified customers, which is why sales reps can make or break a business. More than ever, many businesses...Continue reading
The Difference Between Inbound & Outbound Call Centers – Looking at the Purposes They Serve
Inbound and outbound calls centers are perhaps the most important services that your company depends on for its success. When customers can call to reach you, it can benefit your company. Inbound and outbound call centers and facilities are available to assist companies to communicate and interact with customers. RDI solutions span the entire customer...Continue reading