There is growing interest in the adoption of call blending, the practice of combining inbound and outbound call centre activities. This innovative approach aims to maximise operational efficiency by allowing agents to answer inbound calls and make outbound calls alternately, via the same platform. This article explores the benefits of implementing call blending in your inbound and outbound call centre.

What is call blending?

Call blending is a strategy used in call centres to combine the activities of inbound and outbound calls within the same team of agents. Unlike the traditional method, where agents focus either on inbound calls (receiving calls from customers) or outbound calls (initiated by the company), call blending allows agents to handle both inbound and outbound calls simultaneously.

Agents have free time when incoming call traffic is very low. The call blending approach aims to optimise the use of human resources and improve the operational efficiency of call centres by reducing downtime and increasing agent productivity. They will not only receive, but also make calls via a single system. They may, for example, handle customer complaints on inbound calls and then carry out prospecting or sales on outbound calls.

As well as improving human resources, call blending also helps to reduce costs. It also improves customer satisfaction by offering greater availability to respond proactively to customer requests. Current technological developments enable the simultaneous and efficient management of incoming and outgoing call flows to meet the latest trends in customer relations.

What are the challenges involved in implementing call blending?

Implementing this innovative solution in your inbound and outbound call centre presents a number of challenges.

Agent training

Agents need to be trained to handle both inbound and outbound calls. This approach requires a certain level of versatility and skill. Training aims to give them the skills they need to respond effectively to customer requests and to make outbound calls.

Workload management

Balancing inbound and outbound calls can be difficult, especially during peak periods. Contact centre managers need to put effective strategies in place to manage the workload and ensure that agents are not overloaded.

The right technology for call blending

To implement call blending, the company must have telephone systems and call centre software that are compatible with this approach. This means investing in additional equipment to upgrade existing infrastructures.

Managing customer expectations

Customers may have different expectations when they call a call centre. They can expect a fast and personalised response, whatever the type of call. Call centres must therefore ensure that they maintain a high level of customer service while implementing call blending.

What are the advantages of call blending?

Combining the activities of inbound and outbound calls offers a number of significant advantages for call centres and their customers.

Optimisation of human resources

By enabling agents to handle both inbound and outbound calls, call blending optimises the use of human resources. It reduces downtime and increases the overall productivity of the team.

Operational flexibility

Call blending enables call centres to adapt better to fluctuations in demand. Agents can be split between inbound and outbound calls, depending on the needs of the moment.

Reduced waiting times thanks to call blending

By integrating outbound calls, call centres can proactively contact customers to provide relevant information, resolve problems or assess customer satisfaction. This significantly reduces waiting times for customers who call in.

Improved customer satisfaction

By offering a more responsive and proactive service, call blending helps to improve the customer experience and overall satisfaction. Customers benefit from faster access to information and solutions.

Increased sales and retention opportunities

Outbound calls can be used for sales activities, customer follow-up or feedback gathering, which can lead to increased sales and better customer retention.

Thus, call blending enables call centres to optimise their operations, improve the customer experience and seize new business opportunities, making it an attractive strategy for many organisations.

What are the steps involved in setting up call blending?

There are several key steps involved in setting up this solution:

Assessing needs and objectives

Identify your contact centre’s needs and objectives. This includes analysing your call centre agents’ workloads, incoming and outgoing call volumes and customer service expectations.

Selecting the right technology solution

Choose a telephone system and call centre software that support call blending. Make sure that the solution you select offers the features needed to effectively manage inbound and outbound calls simultaneously. These features must also be accessible and easy to use.

Agent training

Provide in-depth training for agents to prepare them to handle both inbound and outbound calls. This should include advice on time management, task prioritisation and communication skills.

Workflow configuration

Define clear and efficient workflows to ensure a smooth transition between inbound and outbound calls. Develop strategies to manage the distribution of agents according to workload and operational priorities.

Constant monitoring and optimisation

Establish monitoring mechanisms to assess the performance, including response times, customer satisfaction and agent productivity. Use this data to identify areas for improvement and make adjustments where necessary..

ProContact, your expert for outsourcing inbound and outbound calls

Don’t let your in-house call centre be overwhelmed by incoming and/or outgoing calls. In addition to the call blending approach, outsourcing is a viable alternative for improving your call management. Choose ProContact for efficient handling of your customer interactions. Focused on customer satisfaction, our agents provide personalised responses, both when receiving and making calls, to ensure an optimal customer experience.

Contact us via our contact form or call us on (+33)1 84 76 24 03 to establish a quality partnership.

A well-run telephone answering service is one of the key factors in a company’s success. However, most companies are unable to manage it properly due to a lack of resources or skills that adversely affect the customer’s phone experience. To avoid these situations, outsourcing your call management is the smart choice, since it guarantees the quality and availability of your call answering service. Here are 5 good reasons to switch to outsourced telephone answering services.

What is an outsourced telephone answering service?

The outsourcing of call answering services involves entrusting the management of your inbound calls to an external service provider, like ProContact. The aim is to maintain the quality of the call answering service and optimise customer satisfaction.

Suitable for all business sectors, this solution ensures that your telephone lines are always available, whether you’re a company, a liberal profession or a craftsman.

ProContact provides you with high-performance technological tools and qualified teleoperators to handle your incoming calls. Our staff use a vocabulary adapted to your field of activity and your clientele.

We follow your specific instructions and can transfer calls to your in-house team depending on their importance. What’s more, as a telephone answering service provider, we also manage your business agendas and guarantee quality services thanks to our qualified and well-trained agents.

5 good reasons to outsource your telephone answering service

Outsourcing your inbound calls can have a positive impact on customer satisfaction, credibility and productivity, provided you choose a reliable partner like ProContact.

1. Optimised telephone answering service

Outsourcing your call management provides you with round-the-clock access to a skilled team, reducing wait times for your customers. With a qualified team handling your calls, your outsourcer can grasp your customers’ needs and offer suitable solutions. This ensures a high-quality customer experience, boosting satisfaction and enhancing your brand’s reputation, ultimately fostering lasting loyalty and driving growth.

2. Cost control

Outsourcing your call answering service gives you full control over your customer relationship management costs. By having a predetermined budget, unforeseen costs are eliminated, ensuring stable financial management. Additionally, this cost-effective solution eradicates the expenses linked with in-house management of your telephone answering service, including operator training, equipment purchase and maintenance, and mobile operator fees.

3. Focus on your core business

Outsourcing your telephone answering service not only frees up valuable time by removing the need for in-house management of incoming calls but also provides access to additional time-saving services of the service provider. At ProContact, our extensive range of services includes:

• Personalised telephone answering: handling complaints, taking messages, screening or transferring calls
• Agenda management
• Appointment scheduling
• Management of invoices, quotes and orders
• Organising meetings and videoconferences.

Thanks to our agents handling your incoming calls, you’ll have more free time to concentrate on your core business.

4. Greater agility and flexibility

Opting for outsourced call handling services gives you greater agility and flexibility. The third-party provider offers adaptable solutions, enabling you to choose the option that best meets your changing needs. For example, you can opt for a 24-hour telephone answering service, or one that’s programmed to suit your own closing times, call peaks, weekends, vacations or public holidays.

5. Incorporating the latest technological innovations

Telephone answering service providers like ProContact are consistently at the forefront of the latest technological advancements to enhance your customer relations. We employ innovative call flow management tools designed to decrease waiting times, accurately identify callers’ needs, deliver personalised responses, and provide comprehensive activity reports. By entrusting your inbound call management to us, you leverage these technological breakthroughs, ensuring top-notch customer service and seamless follow-up.

The challenges of outsourcing call answering services

There are many challenges associated with outsourcing telephone answering services. These include:

• Lack of outsourcing experience: the challenge may lie in choosing best practices, adopting common concepts and managing the workflow between the two entities
• Lack of knowledge of outsourced services: this can lead to an inability to measure the results of the work performed
• Poor choice of external service provider
• Poor evaluation of outsourced tasks
• Poor knowledge transfer
• Lack of communication

To meet these various challenges, the wisest choice is to call on an experienced service provider like ProContact. We’ll work with you from the outset of your inbound call management outsourcing project, and guarantee you a high-quality, reliable partnership.

How do you choose your telephone answering service provider?

There are a number of points to bear in mind when choosing a call handling service provider.

A service provider who can meet your needs

The choice of a third-party service provider depends on an assessment of your company’s needs. Outsourced telephone answering services vary from provider to provider: some specialise in receiving incoming calls, while others offer complete outsourced telesecretarial services. At ProContact, we offer tailor-made solutions to perfectly meet your needs.

The performance and efficiency of the service provider’s team

The quality of your call answering service depends mainly on your teleoperators’ performance. They must be qualified, well-trained and experienced, while mastering good customer relations practices. In addition, the service provider must employ high-level technical resources to ensure that all incoming calls are handled correctly.

At ProContact, we invest in a qualified, competent and experienced team, as well as in the best tools and software to ensure the performance and efficiency of our call management service.

Choosing an à la carte telephone answering service

When selecting a service provider, consider a trial period to assess the quality of their services. You can also opt for an à la carte call management contract, allowing you to customise the content of the contract and evaluate costs before committing yourself.

Procontact, the pros’ choice for outsourced telephone answering services

Choose ProContact for your outsourced telephone answering service. We offer tailor-made solutions including call management and telesecretarial services. Thanks to our skills and advanced technological tools, we guarantee your customers’ satisfaction and provide you with a quality service.

Our telephone answering service is designed to meet your needs, regardless of your profession or sector of activity: legal, medical and paramedical, self-employed, VSEs and SMEs, craftsmen or others.

Contact us today for your tailor-made offer or you can call us on +(33)1 77 75 04 50.

E-mail remains a preferred choice of communication for customers and business partners to keep in touch with companies and their managers. However, this preference can sometimes lead to an avalanche of emails, making them tiresome and stressful to manage. According to latest statistics, executives spend almost half their working day checking email, directly impacting on their efficiency. To counter this situation, it’s crucial to implement a specific approach to managing these email flows. Find out, in this article, ten useful tips for optimising email management.

What drives the increase in email traffic?

In the workplace, e-mails are used to request information, say thank you, make requests, apply for jobs or update partnerships. Thanks to their speed and efficiency, emails are increasingly replacing conventional mail. Around 320 billion emails are sent every day worldwide, including 1.4 billion in France. That’s around 39 emails a day for every French Internet user, so imagine the heap a company receives in a single day!

This massive use leads to an avalanche of emails for executives to manage, with the constant pressure of unread emails weighing on their shoulders. And that’s not all, social networks also have an influence on email management.

What are the challenges of email management?

Effective management of e-mail flows presents several major challenges:

Individual and collective productivity

Dealing with a large number of emails can easily lead to a significant loss of time, affecting individual and collective productivity. The result is often difficulty in concentrating on high value-added tasks.

Professional communication

E-mails are a crucial element of communication in many professional environments. Poor email management can lead to delayed responses, misunderstandings and overall ineffective communication.

Time management

Managing email requires time and attention. Without the right strategy, it’s easy to become overwhelmed by a high volume of incoming emails, which can hinder effective time management.

Task organisation and tracking

Emails can contain essential information and tasks that need to be completed as soon as possible. Efficient email management involves the ability to plan, prioritise and track these tasks effectively.

Security and confidentiality

E-mails can contain sensitive and confidential information. Poor e-mail management can compromise data security and confidentiality, particularly in the event of data leaks or phishing attacks.

Customer relations and satisfaction

E-mails are often an essential means of communicating with customers. Poor e-mail management can lead to delays in responding to customers, which can have a negative impact on customer relations and satisfaction.

Managing stress and well-being

A cluttered, poorly managed inbox can be a source of stress, anxiety and reduced productivity. Effective e-mail management can contribute to well-being by reducing the stress associated with overload and making it easier to concentrate on important tasks.

Our 10 tips for optimising email flow management

Here are our top 10 tips for improving email processing.

1. Establish specific time frames for managing emails

Set specific times during the day to check and reply to your emails, to avoid constant interruptions. Limit frequent checks of your inbox, as David Burkus points out in his book « Under New Management » (2016), where he highlights the positive impact that restricting access to emails has on productivity.

In fact, a famous study conducted some ten years ago by the University of California Irvine, titled « The Cost of Interrupted Work: More Speed and Stress », shows that it takes an average of 23 minutes and 23 seconds for an employee to regain his focus on a task interrupted by the arrival of an email. When accumulated over the course of a day, these interruptions add up to several lost hours.

2. Adopt the Inbox Zero technique

Aim to keep your inbox empty by processing every email as soon as you receive it. Reply, archive, delete or delegate each email as soon as possible to avoid accumulation, gain productivity and reduce stress.

Here are the steps you need to follow to implement the Inbox Zero technique:

• Delete irrelevant messages: for example, unsubscribe from newsletters or unnecessary marketing emails;
• Forward emails not intended for you;
• Respond quickly if this task takes no more than two minutes. After sending, archive or delete the e-mail;
• Postpone the reply if it takes more than 2 minutes to write.

3. Organise your inbox with labels or folders

Labels are like tags designed to organise your emails. Using them saves you time and boosts your productivity, as they help you sort your emails and find messages more quickly and easily.

Categorise your emails using labels : create labels for different projects, customers or subjects, so you can quickly find the emails that interest you. Here’s a tip: did you know that Gmail lets you create up to 500 labels and sub-labels?

4. Use automatic email filters and rules

To optimise management of your email flow, use automatic email filters and rules. These sort messages according to your criteria, putting less important ones into specific folders, and keeping your inbox clear. For example, you can configure your inbox to automatically move newsletters to a dedicated folder.

5. Limit unnecessary replies and CCs

Avoid bulk mailings and excessive use of CC and CCI unless really necessary. By adding more recipients, you run the risk of getting more replies in return. Before you press « Send », make sure your recipients are relevant to avoid unnecessarily overloading your inbox.

To reduce the number of emails you receive, avoid replying to all emails where you are copied, unless your reply is really essential.

6. Use standard replies or email templates

Create standard replies or templates for the common types of email you send regularly, to save time and ensure consistency in your replies.

If you’re going to be away, set up an automatic out-of-office message beforehand. This will help reduce stress during your time off, and at the same time maintain communication with your customers or business partners.

7. Work on the email content

Endless e-mail exchanges are often the result of misunderstandings. To avoid this, work on the body of your email and organise the content while being concise and clear. Here’s a few tips:

• Organise your ideas using bullet points;
• Use only short, easy-to-understand sentences;
• Break up your message into paragraphs;
• Be sure to check the addressee to avoid dismissal, as well as writing and sending an apology email.

8. Add a keyword to the subject line

When writing the subject of your email, choose your keywords carefully. This will make it easier for you to find the email later, saving you precious time.

9. Avoid procrastination

Deal with emails as soon as they arrive in your inbox. The longer you let emails pile up, the harder it becomes for you to deal with them efficiently.

10. Outsource your email management

Don’t let emails overwhelm you! Entrust their management to an external service provider, like ProContact, and free yourself partly or totally from managing your customer relations by e-mail. We have a team specialised in e-mail handling. Outsourcing your email management has many advantages, including

• Optimised email management;
• Saving time;
• Refocusing on your core business and boosting productivity;
• Customer satisfaction and loyalty.

Choose ProContact, the outsourcing expert for email management

Focus more on your core business by entrusting us with your email management. Our team, trained to handle email communications, provides personalised responses tailored to the needs of your customers, suppliers or partners. We always guarantee quality service, whether it’s a one-off or permanent contract.

Reach out to us today via our contact form or call us on (+33)1 84 76 24 03 for a personalised quote.

Customer service quality is crucial for call centres, especially those handling inbound calls. Indeed, customer satisfaction and loyalty, as well as a company’s reputation and growth, depend on good inbound call management.

To determine where you stand with regard to your objectives, consider keeping track of the effectiveness of the strategy you’ve implemented. This involves monitoring key performance indicators (KPIs), powerful tools that enable you to determine what’s working well and what needs to be improved in your inbound call handling. In this article, discover 10 KPIs for good inbound call management that your call centre absolutely must monitor.

What are KPIs and how do they help?

Key Performance Indicators (KPIs) are a set of quantifiable measurements that assess the overall efficiency of your customer relationship management agents. These tools enable you, the decision-maker, to monitor your team’s productivity and evaluate the effectiveness of your call centre in achieving your objectives.

KPIs are one of the crucial elements of dashboards.They can be used at different levels of the company and enable to:

• Analyse the current situation
• Evaluate team performance
• Identify areas for improvement
• Assessment of objectives achieved
• Management of corrective action plans
• Make more informed decisions on the right strategy to adopt.

10 key performance indicators to monitor for effective inbound call management

There are many types of Key Performance Indicators (KPIs) to be rigorously monitored in call centres.

1. Service Level

This metric corresponds to the number of incoming calls answered within a time limit expressed in seconds. The service level is obtained by dividing the number of calls handled by the number of calls received over a given period, then multiplying the result by 100.

For example, if 80 of your 95 incoming calls were answered within 15 seconds, you’d have a service level of 80/95 x 100, or 84%. A high percentage means that your agents are efficient and that your customer service is performing well.

2. Average call duration

Average call duration indicates the average talk time between caller and agent. This metric enables you to determine the productivity of your team. A high call duration means that your agent is taking a long time to process an interaction, and that the time devoted to other callers is reduced. To lower this rate, train your staff and equip them with the right technology.

3. Average Handling Time (AHT)

Average handling time, or AHT, is a way of calculating the amount of time your team needs to handle incoming call volumes. This metric encompasses not only average talk time, but also the time spent finalising the transaction after the call. Even if the call is hung up, the agent may still have to enter certain data into the database until the corresponding customer file is closed.

Like the average call duration, an excessively high AHT is not a good sign, since it means that the agent is taking longer to deal with one and the same customer, which means that the volume of incoming calls cannot be managed on time.

4. First Call Resolution (FCR)

This is a key performance indicator that corresponds to the number of calls where the caller’s question or problem is resolved on first contact, without the need to call the company again. It is one of the key metrics for measuring call centre service quality. The higher the first-call resolution rate, the more efficient your agents are, since they are able to provide relevant answers to customers’ requests for assistance.

5. Average abandonment rate

The abandonment rate measures the percentage of incoming calls that are abandoned by callers before being answered by an agent. A high abandonment rate, often due to excessively long waiting times, should alert managers. In the majority of cases, call abandonment is due to customer frustration at waiting too long. The consequences can be disastrous, particularly in terms of customer loyalty: customers may not want to contact the company again.

6. Overflow call handling rate

A high overflow rate means that your call centre is receiving a high volume of incoming calls that it can no longer handle, and is forced to put customers on hold. With this KPI, you can determine the efficiency of your agents. It also tells you whether your agents are understaffed.

To reduce the overflow rate, there are a number of solutions available, such as offering your customers the option of being called back at a time that suits them. If call peaks are chronic or persistent, it would be wiser to outsource all or part of your inbound call management to a qualified external service provider, such as ProContact.

7. Average time in queue

Average time in queue represents the average length of time callers are asked to wait during a conversation with an agent. During this waiting time, the advisor may, for example, need to ask a colleague for help or seek specific information.

A high hold rate means that your employees don’t have enough information available immediately. To reduce this KPI, you need to streamline your work processes and/or introduce more effective tools. These solutions can speed up the processing of support requests.

8. Occupancy rate

Agent occupancy rate measures the time during which agents are actively engaged in call-related operations. Many factors are taken into account in this KPI, such as conversation time, hold time and closing time.

This indicator helps determine whether agents are being over- or under-booked. A low occupancy rate means they’re idle, while a high rate means they’re working just-in-time. This KPI is obtained by dividing the total productive hours of all agents by the hours worked. Multiply the result by 100.

9. Average after-call work time (AWT)

This KPI measures the time an agent spends finalising a call after hanging up. Indeed, after a call, the agent may have to perform certain actions, such as updating the customer profile, recording the reason for the call or sending a message to a colleague. In call centres, After-call work time (AWT) should be kept as short as possible, as it reduces the availability of agents to handle incoming calls from other customers.

10. Customer Satisfaction (CSAT) score

As its name suggests, this KPI measures customer satisfaction. Call centres can use it to measure the quality of their services, identify customer expectations, steer any corrective actions and build customer loyalty.

The customer satisfaction rate can be obtained in a variety of ways, for example by carrying out a customer survey.

Contact ProContact for professional inbound call management

Boost your company’s growth by opting for ProContact’s inbound call management service. Our qualified, trained and hand-picked agents, combined with our commitment to continuous improvement, enable us to guarantee a tailored telephone answering service that’s always available and attentive to your customers’ needs.

ProContact is more than just a contact centre. Partner with us and treat yourself to a premium customer service that makes it easy for you to build customer loyalty. In addition to our outsourced telephone answering service, we also offer other services, such as secretarial outsourcing and HR outsourcing.

For a quality collaboration, contact us via our contact form or call us on (+33) 1 84 76 24 03.

Effective management of customer dissatisfaction is a key factor in creating value within a company. It helps to strengthen customer loyalty, increase trust in the brand and preserve its credibility.

Yet managing customer dissatisfaction is far from easy. De-escalating the situation must always involve understanding the customer’s dissatisfaction and listening to them, whatever the cause of their anger: late delivery, a problem with the service or product, an order tracking error, or whatever. Here are 10 tips that can help your customer service department manage your customers’ dissatisfaction online.

1. Reduce waiting time

For an already angry customer, having to wait a long time before speaking to an agent can become even more irritating. To prevent the situation from getting worse, it would be wiser to reduce the waiting time. There are many ways of doing this, including deploying the latest technological tools or delegating some or all of your incoming calls to an external service provider.

2. Listen carefully to the customer

If a customer expresses anger, it’s because they want to be heard. If you are their first point of contact, remember to let them express themselves and listen carefully. Give them time to relate their experience and express their resentment. Use this time to determine their expectations and find appropriate solutions to the problem they are presenting.

If you are the customer’s second or third caller, don’t simply repeat the explanations of previous call centre agents, as this may upset them even more. The advantage of using a CRM tool is that you can access the complete history of the customer’s interactions with the company. Gathered on the same interface, this information allows you to better understand the situation and propose the most appropriate solution.

Adopt an active listening approach by recording what they say and responding with words such as « of course » or « I see ». Above all, note the important words they say so that you can understand their concerns and contextualise your answers when you have the chance to speak.

3. Understand the customer’s emotions and apologise

It is crucial to show empathy when faced with an angry caller on the other end of the line. As a representative of your company, your agent must be able to identify, understand, accept and even share their feelings. Through his language, the agent must be able to show the dissatisfied customer that he understands the reasons for his annoyance and that he also shares the same feelings. Depending on the circumstances, an apology may be useful to ease the tension.

4. Being sincere and honest: the key to good customer service

One of the most common mistakes agents make is to take their customer’s displeasure or malice personally. When faced with such situations, it is crucial to maintain a professional attitude. In most cases, angry customers calm down as soon as they realise that they are dealing with a sincere and honest customer relations agent.

Let’s suppose, for example, that the customer’s dissatisfaction is linked to a delay in delivery. In this case, the agent can honestly tell the customer that the problem is due to a stock shortage. Sincerity and honesty play an essential role in appeasing and reasoning with the customer.

5. Use positive language

Avoid using negative language when talking to a dissatisfied customer on the other end of the phone, or the situation could escalate. Every time you answer, make sure you use positive language. By doing so, you are showing them that you are happy to help and that you want to find a solution to the problem together. Avoid words like « unfortunately » or « I don’t know ». Instead, use words like « certainly », « absolutely » or « I’ll find a solution to that ».

6. Suggest a solution

Your contact centre advisers should be able to propose a compromise or a middle ground, or at least an alternative that partially resolves the customer’s concern.

In some cases, it may be difficult to identify a solution that satisfies the caller. They may even reject the proposal outright. In this case, the ideal solution would be to give them the option of finding the solution that will satisfy them. For example, the advisor could say: « If our proposal doesn’t suit you, we’d like to know what will make you happy. If we can do it, we will. If that’s not possible, we hope we can still work together to find another solution ».

7. Thank the customer

During the conversation, it’s a good idea to thank the customer for sharing their concerns with your customer service team and for helping to resolve the problem. Thanking the customer allows them to see themselves as an important part of the company and to renew their relationship with it.

8. Follow up

Once you have agreed on a solution, remember to explain to the customer the various steps to be taken to achieve it. They should also have the name and contact details of the agent to give them a sense of control and the option of calling back if necessary.

Your agent should also follow up with the customer some time after the initial contact to check whether the solution has really satisfied them.

9. Share the experience with other employees to improve customer service

The reasons for customer dissatisfaction and the solution found to resolve the problem should be shared with other advisers so that they in turn can resolve recurring problems. The experience gained can also be shared during training and coaching sessions. The aim is to enable your customer service department to deal better with unhappy customers and optimise service quality.

10. Hang up (after all options have been exhausted)

This is one of the possible alternatives if one of your agents is faced with an angry customer. But this option should only be used as a last resort, when the customer is, for example, harassing, physically threatening, personally insulting or shouting at you. Before hanging up the call from the unhappy customer, the CRM advisor should have first contacted a manager who may be able to find other options to try and resolve the problem.

Enjoy peace of mind by entrusting the management of your incoming calls to ProContact

Dealing with unhappy or dissatisfied customers in-house can become a real source of stress, which is why it is a good idea to delegate the management of your incoming calls to an expert in the field, such as ProContact. Thanks to our trained, qualified, hand-picked and multilingual agents, we help the companies that choose us to gain credibility and above all to satisfy their customers, whatever the situation and in complete transparency.

Contact us today to build your tailor-made offer.