F.H. Cann & Associates is a leading contact centre, loan servicing, financial recovery, and business outsourcing solution firm. With more than two years of experience, we have helped an innumerable number of people, company, and the government in achieving their financial goals.
Continue reading5 Types of Call Center Customers (and How to Deal With Them)
Working as a call center agent can be a pretty delicate balancing act. In order to be the most successful call center agent possible, you need to have a thorough understanding of your client company, so you can best serve their customers.
But you also need to know how to handle different types of call center customers, because you never really know how a phone call is going to go.
Dealing with call center customers can be interesting, dynamic, fun, and sometimes stressful. The best way to be a master call center agent is to know how to deal with different types of call center customers.
Here we’ve outlined five different types of call center customers and some pro tips to manage them.
Continue reading6 Tips to Keep Your Remote Agents Happy and Motivated
The coronavirus global pandemic has brought about unprecedented changes to the workplace, and the way we all conduct our business. For employees who are newly part of a remote workforce, it can be difficult at times to stay motivated, happy, and eager in their roles, since they’re so far removed from their physical workplace.
Even for the most seasoned remote agents, keeping up morale can be a challenge. Working remotely means working in your own space, without the nearby support of colleagues and management.
Continue readingBig Announcement: F.H. Cann & Associates Ranks No. 1383 on the 2020 Inc. 5000
In a time where we are all working to keep things as normal as possible, it’s easy to forget to celebrate the good things happening. The truth is that even though the world is a little more chaotic than usual right now, the world is still spinning and we’re excited to announce that big things are still happening at F.H. Cann & Associates.
For 20 years, we at F.H. Cann & Associates have grown by our core mission of respect, care, and recovery for our clients. As leaders in the Business Process Outsourcing and Accounts Receivables Management fields, we’ve earned our reputation through the immaculate care for our clients’ projects.
It’s through this mission that we’ve been able to grow and become one of the leaders in our field for the last two decades. What is our big announcement? F.H. Cann & Associates ranks No. 1383 on the 2020 Inc. 5000!
Continue readingVirtual Onboarding: How To Hire and Onboard Work-at-Home Agents
The coronavirus pandemic has ushered in a new era when it comes to employment and careers. Nearly all of us are working from home in some capacity and for most people, this is a big change.
Working from home can be especially challenging for new employees, who need training and supervision. Even the hiring process itself is much more challenging, as hiring agents need to conduct interviews remotely, which may make it more difficult to decide on a candidate.
Despite these challenges with virtual hiring and onboarding, there are plenty of digital tools at our disposal, which can help smooth the process for both the hiring manager and the new employee.
Here at F.H. Cann & Associates, we’re proud of the fact that we’ve been able to actually add virtual call center agents during this time, and we’ve ironed out the specifics of the virtual hiring and onboarding process.
Here are our tips for how to hire and onboard work-at-home agents.
2021 Vision: Why Having A Crisis Contingency Plan For Your Call Center Is A Must
During the global coronavirus pandemic, we’ve seen nearly every industry turned on its head. Businesses big and small around the world have had to adapt to the “new normal,” and have needed to continue to make changes in order to survive.
For businesses which have call centers, we’ve seen an interesting phenomena: call centers are increasing in necessity and popularity, due to the nature of the pandemic, but it’s also necessary for businesses to have a contingency plan when it comes to call centers.
Here at F. H. Cann & Associates, we’ve built our reputation on growth and adaptation. When we first started this company 20 years ago, well before the era of e-commerce and digitally-forward companies, the business landscape looked quite different, and we know firsthand why having a contingency plan is so important.
F.H. Cann and Associates Inc.’s Top Hacks for Delivering the Best Customer Experience
Few would disagree that a company’s clients are the heart of its success. When customers are happy, you are building a foundation for your business to flourish.
However, ensuring your client’s satisfaction takes a lot of work on every level of your company’s processes. That’s why it’s important to ensure that your business has a team dedicated to providing the best customer service experience for your clients.
Continue readingThriving in The Face of Crisis – The 5 Building Blocks of Business Continuity
In the wake of the COVID-19 pandemic crisis, many businesses have adapted, and made big changes, and not all of these changes came easily. A big concern for many businesses has been business continuity.
Simply put, business continuity means a business’ ability to continue normal operations and functions in the wake of a disaster or threats. Some businesses have struggled with business continuity during the pandemic, while others have excelled.
Here at FH Cann & Associates, we believe we have thrived during this crisis, and it’s thanks in part to certain strategies we have employed. Despite this time being far from “business as usual,” it has been our goal to keep our operations thriving.
Here are the five building blocks of business continuity FH Cann & Associates has employed to thrive in the face of this crisis.
Average Handle Time: How F.H. Cann and Associates Inc. Reduces AHT
In today’s day and age, having a call center is central to many business models. Here at F.H. Cann and Associates Inc., we offer premier and elite call center solutions for some of the most complex businesses out there today, and we’re proud of the work we’re able to provide for our customers.
Our customers trust us to offer services which are specific to their needs, and that’s no small undertaking. One way we’re able to earn customers loyalty is by reducing average handle time, or AHT.
Here are a few of the ways our team at FH Cann & Associates reduces AHT.
The Future Of Outsourcing: Call Center Operations Trends For 2020 & Beyond
The landscape of call center operations is ever-changing and dynamic, and here at FH Cann & Associates, we pride ourselves in being an industry leader. Over the past 20 years, our business has seen incredible growth and change, as the business world as a whole has changed and evolved. We wanted to dive into the future of outsourcing, and take a look at some call center operations trends for 2020 and beyond.
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