Tushar Jain
Call quality can make or break a customer’s support experience. In today’s omnichannel world, phone calls still reign supreme for urgent support. 59% of customers rank a phone call as their top support preference. That means your call center’s audio quality isn’t just a … Read more
Inbound call centers are your brand’s frontline. One bad call can lose you a customer, so nailing every interaction is a must. Think about it: nearly 73% of customers say they’ve switched brands because of a poor customer service experience. Even in a world … Read more
Let’s face it – your agents are spending way too much time on stuff that’s pretty boring. You know like, copying information between systems, updating customer records, or writing the same follow-up emails over and over. Research shows that around 40% of employees’ time … Read more
Did you know labor can eat up to 70% of a call center’s budget? Wages, licenses, and compliance fees also rise each year. Meanwhile, callers expect instant, friendly help around the clock. It’s a recipe for stress. Isn’t it? The good news? You can … Read more
It’s 2025. Your customers expect instant answers. Your agents juggle tools, tabs, and tough conversations. And your call center evaluation form? It can’t still be stuck in 2015. If you’re still using the same old call monitoring checklist to score calls, it’s time for … Read more
It’s Monday morning, your coffee’s still brewing, and suddenly your inbox blows up. Not with sales leads or customer kudos – but with legal notices. Turns out, your call center made a series of robocalls that violated federal rules. Before lunchtime, regulators slap you … Read more
Ever hit “play,” heard a five-second silence, and thought, “Wait… what was that?” That’s the pain of losing a loyal customer after one bad call. In today’s world, call centers are the frontline of your brand. A single awkward pause, forgotten compliance script, or … Read more
Ever had a “bad feeling” after a customer call? Chances are, your customer felt it too. 70% of buying experiences are based on how customers feel they’re being treated. That’s not just a stat—it’s a wake-up call for call centers. In a call center, … Read more
Your agents are taking hundreds of calls a week. But how do you know if they’re actually doing a good job? Customer complaints don’t tell the whole story. Neither do CSAT scores. You need something more reliable. Something that shows you what’s working—and what’s … Read more
“You can’t fix what you don’t hear.” And let’s be honest—no one’s got the time (or patience) to review every call. That’s where call sampling in QA steps in. It helps you monitor what matters—agent mistakes, missed scripts, call center compliance gaps—without burning out … Read more
