New Zealand Small Businesses are Growing Faster

New Zealand small 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.

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How Reporting Helps Assess your Call Centre’s Performance

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.

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How a Call Centre can Help your Brand

brand perception

When it comes to building a cohesive brand for your business, customer service is usually overlooked.  And this is where the business can really suffer when not handled properly.

Brand awareness is when a potential customer recognises a brand from specific characteristics.  It could be the colour, music (jingle), catch-phrase or image the customer recognises. We all know Apple products simply by the apple image and we are heavily influenced by what that apple represents (technology, quality, price point etc).

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How to handle Social Media complaints

You really can’t get away with anything these days.

With much of the world’s population in charge of a phone, camera, video and social media apps at the ready, communication has become easier than ever.  And, so has complaining.

We want to help you handle those media complaints with some tried and true steps:

Don’t think that complaint will go away

It won’t. In fact, time is a big part of dealing with a complaint successfully. If an irate customer doesn’t feel listened to, you’re simply just poking an already angry bear. Continue reading

Is Your Growing Company in Need of a Call Centre?

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.

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How to Ensure Great Customer Service over the Christmas Break

Typically, Christmas is a time when your permanent staff are slowing down and planning their summer holiday.   However, Christmas is also infamous for customer care centres to be at their busiest!   Last minutes demands or scheduling appointments while retailers dealing with product returns due to the wrong size, wrong colour or wrong delivery.

To retain those loyal customers and stay on top of things here are a few tips to keep your business ticking along nicely so you can think about winding down.

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Why Is There Such a Difference in Average Handling Time Between Advisors?

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

Five Steps to Customer Satisfaction Surveys in Contact Centres

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