Call centres are known for dealing with and solving customer service problems. Why? So in-house staff aren’t landed with the time, effort and expertise it takes to do it right.
With any business, cost is a driving factor. But like most things in life, the cheapest (or the most expensive for the matter), is not always the best choice. To know if you are getting bang for your buck, here are some key areas to check when employing a call centre for your business.
Two things New Zealanders absolutely love: 1) DIY and 2) shopping. Can’t purchase what you’re looking for? Well, chances are a local business has seen that gap in the market and has turned it into a small business.
Yep, New Zealanders have a strong entrepreneurial spirit which is reflected in the fact that a staggering 97 per cent of New Zealand businesses fall into the small business category. Of this 97 per cent, 70 per cent are sole-traders and the remainder have few employees – between 1-19 in fact.
According to leading economists, it’s a growing trend. Though small businesses employ just a third of New Zealand’s workforce, they accounted for more than two-thirds of the nations’ jobs growth in 2017-2018.
It’s hard to make good business decisions without any evidence. Actually, that goes for all major decisions in life. Imagine buying a home with a dollar amount you simply picked out of thin air. You’re just not going to do it, are you? Instead, you’ll be looking at statistics, trends and talking to the bank manager to determine where and what you can afford.
Business is booming, clients are placing larger orders, and everything points towards expansion on a nearby horizon.
But with those plans to expand you’d need more customers, and that voice on the phone (or keyboard) is the face of your company. And we all know how first impressions last.
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
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