Latest Blog Posts for Specialty Answering Service's Corporate Blog

• Is The Traditional Call Center Dying?
  on May 21, 2012 in Advice & Information Call Centers Running Your Call Center Social Media Technology call center dying improvements
  We certainly hope not because that means a lot of people here will be out of a job. If you work at Specialty and are reading this, please don’t start updating your resume. Though there is no cause for alarm here, it’s pretty evident from...
• A Comparison of Answering Service Operational Models
  on May 18, 2012 in Answering Service Lifestyle Call Centers Outsourcing hub and spoke near shore offshore offsite onsite
  The telephone answering service industry has undergone a lot of structural changes in the past few decades, especially in the area of service delivery. As competitiveness in the industry increased over time, firms started transforming themselves in a...
• Do Agents Prefer to Work for a Small Call Center?
  on May 16, 2012 in Answering Service Lifestyle Call Centers call center management tips empowering employees small call center
  Great question! I’m glad we are asking it. Although the popular perception about call centers is a large organization with hundreds of agents, a typical call center actually is much smaller in size. In fact, statistics show that nearly 90% of c...
• Getting the Most Out of Your Call Recording
  on May 10, 2012 in Running Your Call Center Technology
  In the early days of call recording, it was used only in large call centers or in answering services which dealt with niche industries such as financial services or legal services. Today however, even small answering services which employ 10-15 agent...
• Specialty’s “My Phone & Me” Photo Contest
  on May 8, 2012 in Free Stuff & Contests free contest freelance photographers photo contest photography contest picture contest
  ...
• Best Practices in Hiring for Call Centers
  on May 7, 2012 in Answering Service Lifestyle Call Centers agent profile call center hiring recruiting
  When it comes to hiring and staffing for call centers what immediately comes to mind to most people is the high attrition rates in the industry. It’s sad but true! This is a blog about the call center industry s we aren’t going to pad it...
• Key Metrics to Measure Effectiveness of Your Third Party Call Center Relationship
  on Apr 30, 2012 in Advice & Information Outsourcing call center metrics call center relationship choosing call centers evaluating call centers
  Metrics for measuring call center performance have received a lot of attention over the years, with most metrics focusing on how an answering service can generate maximum ROI for its investment. However, the ways in which an organization can measure...
• Call Center Agent Skills: Depth or Breadth?
  on Apr 27, 2012 in Running Your Call Center call center agents call center training multi skilled CSR
  With contact centers evolving as one stop shops for customer service, the focus on multi-skilled agents have increased more than ever. With the recent recessionary fears in the US and globally, one of the key cost optimization measures taken by call...
• Call Center Agents VS. Automation: Which Side Are You On
  on Apr 23, 2012 in Call Centers Technology automation customer service IVR live operator
  Several studies have been done comparing the pros and cons of having live agents man your call center vs. using automation techniques such as IVR and more recently, speech recognition. Typically, studies sponsored by vendors of automation technologie...
• The Difference between Lead Generation and Sales
  on Apr 11, 2012 in Marketing lead generation sales target audience telemarketing
  Lead generation and sales are so closely interconnected that it can sometimes be difficult to distinguish where one ends and the other begins. If we are going to define the two, “lead generation” refers to the process used to find potenti...

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