Category Archives: Contact Centre

How to Ensure Great Customer Service over the Christmas Break

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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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What do Call Centres do?

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You’d be forgiven for thinking call centres were the fashion back in the 1980’s, or that they’re all based in a far-off land which has no real connection to the company they say they work for.

Corporate Connect is a proud New Zealand contact centre helping thousands of organisations to build strong, profitable relationships with their customers.

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How to Create a Survey to Assess Customer Service Quality in a Contact Centre

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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 →

Using Outbound Text Messages for Customer Service

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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 →

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

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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 →