How Does Call Routing Work and What Are Its Benefits?

As soon as a business starts having a significant number of customers getting in touch with them comes the question of how to prioritise those contacts. A perpetually engaged line will put off clients, as will having to wait an unreasonable amount of time for an agent to become available for your chat service or to answer emails. It becomes therefore essential to consider call routing quite early on. Continue reading

Why Use Contact Centre Services for Your Business

If you think about contact centres, you may be picturing a massive operation with thousands of agents in anonymous little cubicles. While it is true that large companies may have a need for something that size, even a smaller company can benefit from using a team dedicated to communicating with customers. Continue reading

What to Consider Before Repatriating Contact Centres from Offshore Locations

A decade or so ago was the scene of a great exodus, that of call centres being relocated off shore. Driven by the need to control costs, it provided companies with cheaper labour, although it was sometimes to the detriment of quality. However, there have recently been cases of high-profile corporations, such as British Telecoms, one of the biggest players in telephony in the UK, deciding to bring their contact centres home after customer complaints. Continue reading

How to Grow Your Contact Centre Without Losing Focus

Businessman pointing to growth in a line graph showing business

As we have discussed in previous articles, a phone call has become somewhat of a last resort for customers wanting to contact a company. You would have thought that it would spell the end of the call centre, but, on the contrary, it has increased its activity by providing new communication channels such as social media, web chat, Instant Messaging and video chats. Continue reading