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3 Ways to Update Your Call Center Office

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Update Your Call Center Office

During the COVID-19 pandemic last year, many businesses had to adapt to remote work to protect the health and safety of their employees. While some business leaders may have had concerns about productivity during the transition, they were largely unfounded. It may sound counterintuitive, but a growing body of studies has shown that employees who work remotely are actually more productive than in the office.

A big reason for this is that it’s simply the impact of a comfortable environment. Also, no long commute to work means that employees have more time to actually work, and if their remote office is planned correctly, they’ll be less likely to get distracted by others.

Of course, not every office can rely on remote workers forever, and many BPO companies around the world such as call centers in the Philippines are starting to bring agents back in. It’s true that, with the right software, agents can make outbound calls and field inbound calls remotely, but it’s easier to analyze data and monitor productivity from a central location. Now that your support team is used to the perks of remote work, however, you’ll need to make some updates to your call center office to make the return appealing. Here are just a few ways you can do that.

1. Adapt your office policies.

The pandemic has enlightened both employees and business leaders alike to the advantages of working remotely, so it probably won’t be wise to eliminate it altogether. In fact, nearly 85% of companies intend to keep some level of remote work offerings. There’s really no going back to the previous “normal,” so you don’t even need to try.

Many supervisors have found that offering a couple of remote workdays to employees per week is a good compromise to make them willing to return to the office. If they keep productivity up, you might even offer as many employees as you can a change at long-term remote work. Keep the people who benefit from the office on location, but give your other agents opportunities to grow.

2. Upgrade office comfort levels.

You need to make sure the office is as comfortable as possible if you want to encourage your call center agents to come back, and the last thing they need to deal with is uncomfortable temperatures caused by a faulty thermostat or HVAC system.

Before you make the announcement for employees to return, learn signs to look for to determine if your thermostat needs replacement. If you’re having difficulty maintaining consistent temperatures, or if the air conditioner never actually gets down to the temperature the thermostat is set for, then you likely have a faulty thermostat that’s preventing the AC unit from completing a full cycle. Make sure any issues like this are taken care of.

3. Use the best software available.

Contact centers suffer from extremely high turnover, and one of the most common agent complaints is working with outdated technology that makes their job harder. For the sake of your employees and customers, you need to upgrade to the best call center software.

Cloud-based contact center software provides the ultimate convenience to your callers with intelligent IVR routing them to the best agent for their call as soon as possible. Customers also don’t have to rely on voice calls anymore.

Modern call center software lets customers make contact with your agents using their preferred digital channels, whether that’s text, SMS, email, live chat, a mobile app, or more. Even better, with true omnichannel routing, callers can switch between communication methods if needed, all while staying in contact with the same support agent. These CRM integrations make for a unique and personalized customer experience and will lead to greater call center customer satisfaction.

You also empower your agents with a unified agent desktop that keeps track of all conversations across all channels. If an agent needs to jump into an existing call, they can do so with full context, which saves everyone’s time and makes the job much easier. With tools like this, employees should show little resistance returning to the office.

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Business

How To Increase Your Company’s Profits?

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Company's Profits

If you’re looking to increase your company’s profits, there are a few things you can do. Keep reading to find out what you can do to make your business more profitable.

Implement diversity, equity, and inclusion practices.

There is a lot of research that supports the notion that diversity, equity, and inclusion (DEI) are a must in the workplace. DEI can help you increase your company’s profits by creating a more inclusive environment where all employees feel valued and can contribute their best work.

A study by McKinsey & Company found that companies in the top quartile for racial and ethnic diversity are 35 percent more likely to have financial returns above their respective national industry medians. Furthermore, companies in the top quartile for gender diversity are 15 percent more likely to have financial returns above their respective national industry medians.

This research shows that a more diverse and inclusive workforce is a financial boon for companies. DEI policies and practices create an environment where all employees feel valued and can contribute their best work. This in turn leads to innovation and improved decision-making.

Seek out CFO advisory services.

A CFO advisory service is a service that provides companies with advice on financial planning and management. CFO advisory services can help companies improve their cash flow, optimize their spending, and make more strategic decisions about their finances. By using a CFO advisory service, a company can get an outside perspective on how to improve its financial situation and increase its profits.

Cut costs and increase efficiency.

One way to boost profits is to cut costs and increase efficiency. Cutting costs can be done by reducing expenses, such as salaries, benefits, and other operating costs. Increasing efficiency can be done by making changes to the way the company operates in order to make it more efficient. For example, a company could improve its supply chain management or reduce the amount of waste it produces.

Set goals and create a strategy.

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There are a few key things that you can do in order to increase your company’s profits. The first step is to set goals and create a strategy. You need to have a plan in place in order to achieve your goals, and you need to be sure that your goals are realistic and achievable. You should also make sure that your strategy is flexible so that you can adapt it as necessary.

Develop new marketing campaigns.

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Developing new marketing campaigns is one of the best ways to increase profits for a company. By creating new, innovative campaigns, a company can reach out to new customers and bring in more business. There are many different types of marketing campaigns that can be used to achieve this goal.

One type of campaign is called an integrated marketing campaign. An integrated marketing campaign involves using a variety of different marketing techniques to reach potential customers. This might include using TV commercials, online ads, and direct mailers all at the same time. This type of campaign can be very effective in reaching a large number of people.

Another type of marketing campaign that can be successful is a targeted campaign. A targeted campaign focuses on specific groups of people who are likely to be interested in the company’s products or services. For example, a company might target women who are pregnant or have young children if they sell baby products. Focusing on a specific group like this allows the company to tailor its advertising and messaging specifically for that group’s needs and interests.

Finally, companies should consider using guerrilla marketing tactics as part of their overall marketing strategy. Guerilla marketing is when companies use unusual or unexpected methods to promote their products or services. This might involve using creative advertising stunts or sponsoring events in unique locations. Guerrilla marketing can be very successful in getting attention from potential customers and helping the company stand out from its competitors.

Train employees on new procedures.

This includes making sure that everyone understands the goals of the new procedures and how their individual roles contribute to the overall goal. By ensuring that everyone is on the same page, companies can avoid confusion and miscommunication, which can lead to decreased productivity and profits.

Another way to increase profits is through employee training on how to improve their own productivity. Many companies offer training programs that teach employees time-saving techniques or how to better manage their workday. These types of training can help employees feel more confident in their abilities and lead to increased efficiency in the workplace. When employees are able to work more productively, it leads to increased profits for the company.

Overall, increasing profits is an important goal for any business. There are many ways to achieve this goal, and the most effective approach depends on the specific business.

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Business

5 Recruitment Mistakes Your Business Must Avoid

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Business

Every manager believes they are hiring the best candidate for a role but may later feel disappointed by a person’s attitude, behavior, or competencies. 

Also, it might feel frustrating if a new employee leaves the business for a reason that could have been spotted during the recruitment process.

Save your business time and money by learning about the following five recruitment mistakes to avoid.

  1. Failing to Promote Internally

The best candidate for a senior position or another role in the business might be under your nose. 

Hiring external candidates can not only drain morale, but it is also more expensive than promoting internally. 

Don’t bypass talented internal employees and consider your team’s competencies, ambitions, and work ethic. Avoid setting standards that few people can meet to widen the talent pool and increase your company’s likelihood.

If you’re unsure about your employees’ skillsets or question their abilities, your business could benefit from a talent management and performance management platform from thinqi.com.

It can not only help your business review your employees’ readiness for a specific role, but also nurture top talent and help a team reach its potential.

  1. A Prolonged Recruitment Process

A lengthy recruitment process could cause your business to miss out on talented candidates.

If the recruitment stages are drawn out, a skilled professional might lose interest in a position and pursue a career elsewhere. 

Remember, many candidates will apply for many roles in an industry, and they might not think twice about accepting another offer.

  1. An Inaccurate Job Description

An inaccurate job description will cause unsuitable internal or external candidates to apply for a position at the company. 

It will not only waste professionals’ time and get their hopes up but also slow down the recruitment process.

Make the experience much easier by writing an accurate job description. If in doubt, ask the head of a department to review the copy to ensure it checks every box. 

It could help you choose from many suitable candidates and avoid wasting time on the wrong applicants.

  1. Using the Same Recruitment Source

Don’t make the mistake of using the same recruitment source for all external hires, as it will limit your company’s talent pool. 

Grab the attention of many qualified candidates by using various recruitment platforms to encourage many job applications.

For instance, you could advertise a vacancy on:

  • Various employment agency websites
  • Local newspapers
  • Job boards
  • Your business website
  • Your company’s social media accounts

The more you advertise a vacancy, the more exceptional candidates you can interview for a role.

  1. Setting Unrealistic Standards

It makes sense you will want to hire an extraordinary candidate for a role. As a result, you might request that candidates have many degrees, niche computer skills, and a specific employment background and characteristics. 

However, if you do so, you might find few people applying for the role, as jobseekers might believe they cannot meet your company’s high (and unrealistic) standards. 

Avoid setting standards that few people can meet to widen the talent pool and increase your company’s likelihood of hiring a talented professional.

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Business

How To Make Your Business More Socially Conscious?

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Business

As a business owner, you have the power to make a difference in the world. By making your business more socially conscious, you can help create a better future for all. And there are many ways to make your business more socially conscious. Below are just a few ideas to get you started.

Create a diverse policy statement and discuss inclusion in the workplace.

What does it mean to be inclusive in the workplace? To be inclusive in the workplace means to make an effort to understand and consider the diverse backgrounds, needs, and perspectives of all employees. This includes ensuring that everyone feels comfortable and welcome in the workplace, regardless of their race, ethnicity, gender identity or expression, sexual orientation, religion, age, or disability status. Inclusive workplaces are those that recognize and value the individual differences among employees. They strive to create an environment where everyone feels respected and valued, and has an opportunity to contribute their unique perspective. Inclusive workplaces also promote equality and diversity, which can help improve employee morale and productivity. Businesses can become more socially conscious and inclusive in the workplace by creating a diversity policy statement, training staff on how to be more aware of unconscious bias, setting an example, offering paid leave for employees with family care responsibilities, and promoting flexible work arrangements.

Choose sustainable packaging to reduce waste.

One aspect of being more socially conscious is increasing sustainability efforts. Many packaging materials are not biodegradable. This can lead to a lot of waste in landfills and other environmental problems. Choosing biodegradable packaging is a great way to be more socially conscious and reduce the amount of waste your company produces. There are a number of benefits to using biodegradable packaging. First, it helps reduce the amount of waste that ends up in landfills. Second, it helps reduce the amount of greenhouse gas emissions that are produced. And third, it helps conserve natural resources. Earthwise Packaging is a company that creates sustainable and biodegradable packaging made from plant materials. The company’s products include jars and other containers are carbon neutral and made from sugarcane instead of plastic. Earthwise Packaging is committed to sustainability and reducing the environmental impact of its products. All of the company’s products are certified bio-based by the USDA BioPreferred program and meet ASTM D6400 standards for compostability.

Advocate for social justice causes on behalf of your company.

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This can include things like working to end human trafficking, fighting for equal pay, or supporting refugees. There are many ways to get involved in these causes, and each business can find the one that best suits its needs and interests. Some companies choose to donate money or resources to social justice organizations. Others may choose to raise awareness about social justice issues among their employees or customers. And still others may choose to lobby for change at the government level. Whatever approach a company takes, it is important that they align their values with those of the social justice cause they are supporting.

Collaborate with other socially conscious businesses.

One way to make your business more socially conscious is to collaborate with other businesses that share your values. This can take many forms, such as a formal partnership or simply working together on specific projects. By collaborating with like-minded businesses, you can pool your resources and expertise to create a bigger impact. You can also use collaboration as a way to raise awareness about social issues. For example, you could team up with a charity to host an event or fundraiser. Or you could work with a local school to promote environmental education. Whatever the project, collaborating with other socially conscious businesses can help you make a positive difference in your community.

Educate employees about social responsibility.

This can include teaching them about the company’s values and how they can make a positive impact in their community. You can also provide resources such as online training modules, articles, or eBooks that discuss social responsibility topics. Employees who are aware of the company’s social responsibility goals will be more likely to act in accordance with them. For example, if the company aims to reduce its environmental impact, employees who are aware of this goal will be more likely to recycle and turn off lights when they leave their workspace. Educating employees about social responsibility can also help create a culture of philanthropy within your organization. Employees who feel connected to their workplace and its mission are more likely to want to give back to their community. This could involve volunteering at a local charity or donating money to a cause that is important to them.

There are multiple ways to make a business more socially conscious, and the most important part is that the business owner or leadership team is on board with the idea. Making a business more socially conscious can help it to be more successful in the long run by appealing to a wider customer base, creating a more positive image, and attracting top talent.

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