HARX Blog

Cloud Telephony or Traditional Line: Key Notions Explained
How a traditional line and cloud telephony work, and which criteria to compare depending on your activity, your mobility and the size of your team.

Customer Service Trends: What Changes and What Stays
AI that assists, measured results, remote work, multilingual service: the main customer service trends, observed with perspective and without statistics.

Reducing Caller Wait Time: Practical Levers
Understand where waiting comes from, organise time slots, inform the caller and lighten calls: simple levers to reduce waiting time on the phone.

Call Centres in the United States: General Points of Attention
Serving American customers from a call centre: language, time zones, service expectations, regulatory framework and organisation, in general terms.

Measuring Satisfaction After a Call: Simple Methods
One or two questions, the right moment, an honest reading of feedback: how to measure your callers' satisfaction without annoying them or skewing the results.

Multilingual Customer Service: French, English, Spanish, Arabic
Serving customers in French, English, Spanish and Arabic: organisation, language quality, cultural adaptation, tools and follow-up to get it right.

Making the Most of Your First Month of Phone Prospecting
Prepare your target, build a rhythm, learn from every call: a simple four-week plan to start phone prospecting without losing heart along the way.

Satisfaction Surveys: Asking the Right Questions
How to design a short, neutral and useful satisfaction survey: choosing questions, wording, timing, channels and making use of the answers collected.

Equipping a Small Remote Team to Make Calls With Confidence
Shared number, team rules, basic equipment, call tracking: the essentials for equipping a small remote team for phone work without complicating things.

Booking Appointments by Phone: A Simple Method
How to book appointments by phone clearly and effectively: preparation, call structure, handling objections and confirmation of the booking.

Time Zones and Phone Availability: How to Organise
When you and your customers are not in the same time zone: how to announce your hours, plan callbacks and stay reliable without wearing yourself out.

Amicable Debt Collection: A Respectful Approach
Following up on an unpaid bill without being heavy-handed: tone, listening, solutions offered, traceability and respect for local law in friendly collection.

Working Abroad Without Losing Your French Clients
Number, hours, communication, organisation: good habits for continuing to serve your French clients while you live or travel abroad without hurting trust.

Telemarketing: Ethical Best Practices
Phone prospecting that respects the person called: transparency, consent, listening, call hours and respect for local rules on cold calling.

Protecting Your Call Data: Common-Sense Advice
Access, passwords, recordings, information sharing: general tips to better protect the data that comes from your business phone calls in everyday work.

Setting Your Own Quality Goals as an Agent
How to set realistic, motivating quality goals in customer service: choosing criteria, tracking your progress and learning from every piece of feedback.

AI for Phone Calls: What It Can and Cannot Do
Assist, summarise, prepare: AI can support your teams on the phone, but it has limits. A realistic look at its uses and at where humans must stay in charge.

Building Your Customer Service Agent Profile
How to present your skills, languages and achievements in a clear, credible agent profile, without exaggeration, in a way that inspires trust.

How to Train a New Phone Agent, Step by Step
Observation, simulations, supported first calls and regular feedback: a simple path to train a new phone agent with confidence and a lasting result.

Becoming an Independent Customer Service Agent
Skills, organisation, equipment and administrative points to consider when working as an independent customer service agent, with method and realism.

Preparing a Call Script That Sounds Natural and Works
Structure, open questions, handling objections: how to build a call script that guides the conversation without turning the agent into a robot.

Recruiting and Retaining Remote Agents
How to attract, assess and keep customer service agents who work remotely: criteria, onboarding, follow-up, recognition and team connection.

Inbound vs Outbound Calls: Which Metrics Should You Track?
Answer rate, callback time, number of useful contacts: simple indicators to steer your inbound and outbound calls without drowning in data or dashboards.

Running a Multi-Client Call Centre
Handling several clients in one call centre calls for organisation, separate instructions and rigorous follow-up. The basics for steady management.

Organising a Call Log That Is Genuinely Useful Every Day
What to record, how to structure it and when to review it: tips for a call log that really supports your follow-ups instead of becoming a forgotten file.

Evaluating the Quality of a Customer Interaction
Scoring grid, criteria, listening and feedback: how to assess the quality of a conversation with a customer in a fair, useful and constructive way.

Remote Secretarial Service: What to Know Before You Start
Duties, limits, organisation and questions to ask: an overview of remote secretarial services for small businesses that want to delegate phone reception.

Working with Human Agents and AI Agents
How to share roles between human and AI agents in customer service: complementarity, limits, handovers and supervision explained in practical terms.

Phone Reception Mistakes to Avoid at All Costs
Answering too late, not introducing yourself, transferring without warning: the common phone reception mistakes and simple ways to fix them for good.

Nearshore or Offshore: Criteria for Choosing
Nearshore or offshore for your customer service? Language, time zone, culture, compliance and continuity: useful criteria to decide without assumptions.

Handling Missed Calls: A Simple Method to Lose Nothing
A missed call is not necessarily a lost customer. A four-step method to spot, sort and call back your callers efficiently without losing your whole day to it.

Outsourcing Customer Service: Where to Start
Before outsourcing customer service, clarify your needs, scope and quality rules. A step-by-step method to get started with confidence and keep control.

Professional Voicemail: 8 Best Practices for Your Greeting
A clear greeting reassures callers and makes them want to leave a message. Eight simple best practices for writing and recording your own business voicemail.

What Is a Gig? Understanding Task-Based Missions
A gig is a clearly bounded task with an expected result and an assessment. Definition, examples, how it unfolds and good practice worth knowing.

Making Business Calls While Working From Home: The Basics
Separating private and professional life, staying reachable, keeping a polished image: the basics for handling business calls from home without stress.

Defining a Measurable Outcome for a Customer Service Task
How to word a clear, verifiable and fair outcome for a customer service task: approval criteria, scope, evidence and edge cases explained step by step.

Local or Foreign Phone Number: When to Choose Which
A number from your customers' country or from another one? The situations where each option makes sense, and the questions to ask yourself before deciding.

Paying for Results Instead of Positions
Why reward an approved result rather than a headcount slot? Benefits, limits and the conditions that make this shift in logic actually work.

How to Choose a Business Phone Number: A Practical Guide
Area code, memorability, inbound or outbound use: simple criteria to pick a business phone number that fits your activity and reassures your customers.

What Is Transaction-as-a-Service (TAAS)?
Transaction-as-a-Service means paying for an approved result instead of working time. Learn how the model works, its strengths and when it fits.