Scripts are undeniably useful in a contact centre when you need to give customers specific information such as contractual terms, to ensure that nothing is left out. It also helps your call agents consistently follow the tone that your brand wants to set. Likewise, it can be invaluable in technical centres when troubleshooting for example. Continue reading
Creating a truly useful survey requires upfront planning. Although, theoretically, the results obtained from it should match fairly well customer satisfaction scores, there are too often significant discrepancies, highlighting the important of asking the right questions. Continue reading
There is an abundance of ways in which businesses can improve customer service through automated communication channels. Emails are good for detailed instructions but people don’t always read them while SMS have a high read rate and are received instantly, making it the perfect way to keep customers informed. Continue reading
Interactive Voice Response (IVR) can greatly increase the efficiency of your contact centre but it is important that it be designed with customers in mind so that it remains useful to them, and not a frustrating maze. Continue reading
Contact centres hold a vast amount of personal, sensitive information about their customers and it is their obligation to protect it and verify a caller’s identity when calling or being called so that they don’t give it out to fraudsters. Continue reading
Agents that are truly multi-skilled are a gift to any contact centre as they offer the flexibility of being allocated to departments depending on incoming contact volumes. However, being able to accurately predict where they will be needed when is essential to making the most of them. Continue reading
Whether you manage an inbound or outbound contact centre, there will be times when you need to defuse tense situations, be it because a customer has called you about an issue or because you are trying to sell them something.
Here are a few tips to handle objections positively. Continue reading
For many contact centres, Average Handling Time (AHT) is still an essential Key Performance Indicator (KPI). It affects the number of staff and the system capacity you need.
In the past, it was often thought that a low AHT was what to strive for but, over time, companies have recognised that it was too simplistic an approach to measure efficiency and that they had to take into consideration other factors such as First-Contact Resolution (FCR) rates. Continue reading
Predictive diallers can hugely improve the performance of a contact centre, as it eliminates unproductive time by always having a call ready for the next available agent. However, it will all depend on the quality of the dialler chosen. Continue reading
We regularly discuss the ways to handle complaints and dissatisfied customers, simply because customer satisfaction is the cornerstone of any business. Complaints should always be seen as an opportunity to put things right as, for each disgruntled person who gives you a piece of their mind, there are many more that don’t but just go straight to your competitors. Continue reading