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From Good to Great: 3 Ways to Improve Your Call Center

Your call center is working pretty well, right? Sure you’ve got some employee turnover, and–like any business unit–your fair share of fires to put out, “people problems”, and some strategic missteps while adapting to a dynamic market and service environment… but even with all that, you’re successful. It’s working. Which is awesome.

But, of course, you want it to be better. You want a better a better customer experience. You want a better employee experience. A better management experience. And yes, better results on the bottom line.

So, without messing up anything that’s currently working, how can you level up? Well, there is any number of gaps/opportunities in your system, and we’d love to show you precisely what those are, but without being able to take a closer look at your specific situation, here are a few immediately actionable ideas to consider:

(1) Reduce Hold Time & Call Abandonment with Queued Call Backs  

Making it convenient for customers to receive a call back instead of waiting on hold boosts the customer experience, demonstrating that you value their time.  In a world where people have grown accustomed to spending hours on hold while listening to repeated recordings about how “important” they are, having your system actually demonstrate that thoughtfulness and ease of use creates a marked experience of service and  care. Also, given that experience, they are more likely to be in a better mood when speaking to your employees, yielding better experiences on both sides and more productive conversations. 

(2) Keep Your Customers Engaged and Informed with Music on Hold and Queued Called Messages

Changing up the music on hold regularly and recording custom greetings specific to your business allows customers to learn about products, services and promotions, while breaking up the monotony in the waiting.  Communicating the approximate hold time and letting customers know where they are in line (2nd call in queue, etc.) reduces the stress of not knowing when they’ll speak to someone and shows that you value their time waiting. And of course, that’s only if they haven’t opted for a convenient Call Back!

(2) Manage What Matters & Engage The Team with Real Time Statistics

Agent Dashboards and Wallboards allow everyone on your team to have a pulse on the status and productivity of the calls.  How many calls are holding and for how long? How many calls are each employee taking per day? Measurable results show just how effective your business is at achieving its goals and you’ll also be able to easily monitor your employees at any given time.  It also gives your managers and employees real-time insight into team and individual performance, identifying peak times and staffing appropriately, increasing employee morale and improving customer experience.

So while this list is obviously not even close to comprehensive, and perhaps you’re already using some of these tools, it’s a good place to start if you’re looking to up your game overall. And if your current system doesn’t allow you to start doing any of these things, or do them in a way that’s easy to manage, then yes you want to start looking at some new options. Until then, try these out and let us know how it goes and how we can help–that’s what we’re here for.

Small Business Communications

If you own a small business, you are aware of the constant communication that must go on. Like bees around a hive, you and your workers must spread your vision and message through effective marketing strategies, as well as keep in touch with your regular client base. Added to that is the constant communication done within the company: colleague-to-colleague, and business-to-business. To streamline your process, get the most out of your 8-hour workday, and make it effortless for partners and clients to communicate with your company, you must first implement the right communications systems in your beehive.


This is where Avaya IP Office comes in! Avaya unifies your in-house communications so that collaborative efforts are not bogged down by the lack of a streamlined system. Connect your company phone system to your mobile devices for a productive experience on virtually any device. Get voice, mobile, and video powerful enough to support 2,000 users. Our small business set up is easy to work with, easy to manage, and all from a single source.


Take a look at what Andrew Altschuler, from AmeriMerchant had to say about Avaya IP Office.

“In an industry that has become very competitive in the last few years, highly responsive communications are vital to our business. […] It’s all about speed to market – and Avaya IP Office allows AmeriMerchant to map out how we want to perform in the market place. ” –Andrew Altschuler, Vice President Business Development


Communication solutions can have lasting benefits for businesses. With a modern process of interconnectivity on all platforms, work productivity increases, management and repair costs dwindle, and customer service skyrockets. This means less hassle and more profits, as your company focuses on what’s really important, having an efficient and effective company that puts your clients first. Contact us at 855.804.TECH to see how indieTECH can help increase your productivity with the Avaya IP Office System!

Personalized Solutions For The Modern World

Times are changing and with it so are company IT solutions. Using the most effective technologies and services that fit your company, can make a huge impact on your company’s efficiency. The indieTECH team is proud to partner with our clients to find them the most effective plan that suits their individual needs. Our mission is to help small businesses succeed with tailored phone and IT technology.


Christy, the owner of indieTECH started out young, like many small businesses. At the tender age of 22 she moved to Orange County to become AVAYA’s first full-time install technician/project manager for a local business partner.


Christy’s experience and education became the backbone to a great company philosophy. Making a difference in the world by helping small businesses become efficient and forward thinking with their technology needs. As technology evolves, smaller companies are the first to get left behind. But indieTECH’s tailored assessment plans help small businesses work efficiently.


Learn more today on how we can help.  With different solutions for any type of business, IndieTECH can help you save time and money. From Avaya IP Office system, hosted email, Ring Central, and the reliability of tailored solutions to fit your individual needs, contact us today and get a personalized plan tailored to you and your business!


Going Green

It is no secret that companies need to do their part by being environmentally conscious. Caring about the environment is second nature here at indieTECH. With more businesses going green, finding Green IT solutions for your business has never been easier. Check how indieTECH can help your business be more environmentally friendly.



All businesses create waste. From excess paper to unnecessary storage, it is easy to lose track of the efficiency of your company as you expand and grow. At indieTECH we assess and analyze what green strategies can work for your company. When implemented, these processes can not only reduce waste, but also increase efficiency, and save you time and money.



Did you know that a UCLA study found that companies with green practices have employees who are 16 percent more productive? When your employees streamline processes, they get less bogged down with finding that paper with critical information and become much more productive. Going paperless, or eliminating excess waste can actually boost work morale as protocols get more efficient and work becomes easier. Additionally, people who are personally invested and connected to the companies they work with indicate a happier work outlook.


Going green is definitely the wave of the future. At indieTECH we can assess which green strategies are suitable for your company. With a uniquely tailored plan created specifically to suit your needs, it has never been easier Eliminating unnecessary waste and expenditure will not only make your company efficient, it can increase company morale, save time, energy, and revenue, and most importantly save the planet.


IndieTECH prides itself on great customer service, with tailored plans that suit your individual needs. From Avaya IP Office, Ring Central, to hosted email on cloud servers, indieTECH has the right plans to help both you and the planet. Contact us today to see how we can help.

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