Author: Clare Dobson – VP of Marketing
With experience from SaaS to home services to non-profits, Clare has built proven go-to-market plans that have led to scalable growth. She has been with Abstrakt since the beginning and loves being a part of this team.
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Ensuring Compliance Without Slowing Down Operations
Compliance is essential. No business can afford to ignore it. But too often, it’s seen as a burden, slowing down productivity, frustrating employees, and adding red tape to otherwise smooth processes. It doesn’t have to be that way. You can maintain compliance and keep your operations moving efficiently by rethinking how compliance is built into…
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Managing Remote & Hybrid Call Center Teams
The call center industry has undergone a dramatic shift toward remote and hybrid work models. According to a recent report, over 70% of call centers have transitioned to a remote or hybrid setup, driven by cost savings and employee preference. While these setups offer increased flexibility and access to a broader talent pool, they also…
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13 Collections Call Objections
I wish the entire call was as easy as the first 30 seconds. Confirming the person on the other end and stating why you’re calling are easy. What comes next, you have no idea. In a matter of seconds, you need to blunt their knee jerk reaction, mentally process the objection, and say something moderately…
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Reducing Customer Frustration & Improving Call Resolution
Customer frustration is a common challenge in call centers today. Long hold times, endless transfers, and unresolved issues can leave customers dissatisfied and more likely to take their business elsewhere. A poor support experience not only impacts customer retention but also damages a company’s reputation and increases operational costs. The key to reducing frustration lies…
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Call Center Efficiency Benchmark Guide
Is your call center truly operating at peak performance or just getting by? Many businesses think they’re hitting their targets until the data tells a different story. That’s where a call center efficiency benchmark becomes essential. This guide will help you measure your performance against industry standards and show how implementing real-time assist and QA…
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How Investing Time in Your Team Drives Operational Success
Call center and operations leaders are often tasked with optimizing efficiency and hitting KPIs, but one critical factor is frequently underestimated: the power of time invested in your team. Research from Gallup indicates that organizations with highly engaged teams are 21% more profitable than their disengaged counterparts, underscoring the significant impact of leadership involvement on…
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Transforming Agent Training
In today’s fast-paced business environment, agent training isn’t just a box to check during onboarding; it’s a continuous journey that evolves with organizational needs. Yet, many companies face challenges in maintaining this continuity, resulting in operational inefficiencies, reduced employee engagement, and diminished customer satisfaction. This post explores the critical importance of bridging the gap between…
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Solving Agent Attrition: Practical Strategies for the Modern Company
Agent attrition is a pervasive challenge in the contact center industry, with turnover rates reaching as high as 30-45% annually in some areas. While many organizations view this as an unavoidable aspect of doing business, high attrition’s financial and operational repercussions are far too significant to ignore. This post explores the staggering costs associated with…
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Top Leadership Mistakes to Avoid: Insights for Contact Center Leaders
Leadership is as much about self-awareness as it is about guiding others. For instance, consider a leader who regularly seeks feedback from their team and adapts their approach based on that input. This fosters trust and sets the stage for a collaborative environment. However, even the best leaders can fall into traps that hinder team…
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Why Manual QA is Holding Back Your Debt Collection Operations
Let’s be honest – running debt collection operations isn’t for the faint of heart. As an operations or compliance leader, you’re navigating a minefield of regulations, managing teams, and trying to keep costs in check, all while ensuring that your agents treat customers with dignity and respect. And if we’re being really honest, you’ve probably…
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The Human Side of Call Centers
When you think about call centers, you might imagine rows of agents answering calls, navigating software, and chasing numbers like key performance indicators (KPIs) or service level agreements (SLAs). While metrics are essential for measuring efficiency, they don’t capture the heart of what truly drives call center success: people. Call centers are fundamentally a people…
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Balancing Employee Safety with Business Continuity
Ensuring employee safety while maintaining operational efficiency has become an increasingly complex challenge. The rise of modern threats and the financial implications of downtime necessitate innovative approaches to safeguarding agents without compromising business continuity. This post explores the key aspects of balancing safety and operations, the role of proactive measures, and how AI-powered solutions can…
