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Squared Thinking

Taylor Edwards

Recent Posts

Outsource Your Call Center Or Not: That Is The Question

Posted by Taylor Edwards on Jul 06, 2022

The question that many people ask when looking into call center outsourcing or implementing their own: Why pay someone $27 an hour to outsource my call center, when I can hire someone for $13 to do the same thing? 

When getting ready to set up your own contact center, there are many variables to consider. Such as the cost of benefits, dialer costs, basic overhead, recruiting, training, and turnover. It's not just as simple as paying someone $13 an hour. 

Not sure if you should outsource your call center? Click here.

See the infographic below for more information on how much it costs per agent in-house vs. an outsourced call center. 




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7 Ways to Improve Customer Engagement on a Call

Posted by Taylor Edwards on Apr 28, 2022

Customers are like family. You can't live with them, and you can't live without them. No matter how annoying or demanding they can be at times, you still need to do your best to keep them around. They are the reason why your business exists and continues to do so, which means you depend on them. '

This is why customer engagement and a focus on how you can improve customer service is so vital to the success and longevity of a company. Did you know that engaged customers can provide a 23% increase in profit, compared to just average customers? But the problem is, how do you keep your customers engaged? It can be tricky, especially when talking on the phone with them. Their attention was on something else before they got on the call with you, and you want to be able to gain and keep their attention. Here are 7 ways to improve customer engagement on a call:


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How to Choose A Call Center Outsourcing Provider [Worksheet]

Posted by Taylor Edwards on Aug 07, 2021


So you’ve decided to outsource your call center. You are now tasked with finding a company to take on this monumental responsibility, and there is an endless pool of contestants to choose from. How do you decide which is the right provider for you? This worksheet download is here to help guide you in your search, and hopefully make an overwhelming process a little bit easier.


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11 Common Myths About Contact Center Outsourcing

Posted by Taylor Edwards on Dec 11, 2018

In the realm of Contact Center Outsourcing there are a lot of misunderstandings and myths that seem to swirl around the topic. We're here to discuss 11 of those common misconceptions, from cost to quality, we want to clear the air some, and prove that outsourcing your call center may be the answer to growing your business after all.


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6 Ways to Improve Customer Service

Posted by Taylor Edwards on Oct 16, 2018

It pays to have excellent customer service. Literally. Keeping your customers satisfied, happy, and loyal is 6 to 7 times cheaper than trying to gain new ones. Additionally, companies that offer superior customer service have an opportunity to make even more than those that don't. About 70% of customers say that they would be willing to pay as much as 5-25% more for a product or service if it guarantees that they will have access to the best possible customer service.


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Filed under: customer service

Contact Center Technology Glossary

Posted by Taylor Edwards on May 08, 2018

We put together a Contact Center Technology Glossary to get you started on some of the terms and software you might see in a modern contact center's technology arsenal. So whether you run your own call center or utilize contact center outsourcing, these call center terms should keep everything straight between all of the acronyms.

Contact centers are pretty good with keeping up with new technology.


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Filed under: technology

Why We Should Not Micromanage Millennials in Contact Center Management

Posted by Taylor Edwards on Apr 27, 2018

"You better start swimming, or you'll sink like a stone. For times they are a-changing," Bob Dylan's 1964 lyrics still speak true to this day, and much has changed since the song debuted in the 1960's. The Baby Boomers that once made up a majority of the workforce are moving into retirement, and Millennials are taking their place. With this turnover in generations, also comes a change in perspectives, expectations, and culture. Contact center management, who have so long been rooted in micromanagement through agent performance and metrics, are going to have to alter how they manage their employees, or risk losing them. It has been shown that Millennials don't take too kindly to micromanagement, and are looking for a more fluid, creative, and trusting workplace. 


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Filed under: call center management

FACTA: Fair and Accurate Transactions Act

Posted by Taylor Edwards on Apr 10, 2018

Call center compliance is as important to success as headsets and a dialer. Non-adherence and non-compliance to any local and national legislation can have serious ramifications that can add up to hefty fines. So when it comes to compliance, knowledge is necessary.

Here we begin a series discussing various legislations and policies that we adhere to so our call center not only protects information but insures our success, starting with FACTA.


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Filed under: compliance

How to Generate Leads for Mortgage Brokers

Posted by Taylor Edwards on Mar 20, 2018

Why is lead generation important for mortgage brokers?

Lead generation is the sun, soil, and water for your mortgage business. It is essential for nourishing your business so it can keep up with or stay ahead of its competitors, and so it can grow. Old models that once worked for marketing and sales in the mortgage industry, don't any longer, as the market is an ever changing and evolving beast. Cold calling or pushy selling won't get you anywhere in the modern playing field. Lead generation, however, is golden. It's a win-win situation for both buyer and seller. The buyer is already interested, and has been looking at your service when they reach out to you, and you have an opportunity to pitch and pull in the fishing line on the buyers attention before another company does. 


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Filed under: Mortgage Leads

How To Outsource Customer Service and What to Look For

Posted by Taylor Edwards on Mar 07, 2018

Have you been thinking about outsourcing your companies' customer service?


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Filed under: customer service

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