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
Over the last few decades, the contact centre industry has seen many waves of restructuring. Many industrialised countries first saw their contact centres re-locate where labour costs were lower, to see them come back after customers complained about the quality of service. Continue reading
In the 1920s, Danish mathematician Erlang created the eponymous formula. A pioneer in queuing theory, his work is still the foundation of any network analysis and switchboard staffing. Continue reading
Analysing a contact centre data is crucial to monitor its performance and highlight areas that need improvement. However, with the amount of collected raw data available, it is easy to lose track of what is really significant. Here are our tips not to lose focus. Continue reading
It costs 4 to 6 times more to acquire new clients than keeping existing ones; an existing customer is 14 times more likely to buy more products or services from you, and 73% are more likely to recommend you. Yet, despite these crystal-clear statitics, businesses’ priority is still very often about capturing new clients to the detriment of existing customers. Continue reading
Did you know that 20-40% of all retail sales happen in the last two months of the year? How well a retailer does in this time will largely determine the shape of their finances for the following year and it is therefore crucial that they put in place everything they need to maximise sales. Continue reading
Training your contact centre staff is essential to conveying your brand’s message, delivering outstanding customer service, create a knowledge base in your company and motivating your staff. However, for many contact centres, training is limited to learning how to use systems and listening in to calls next to a more experienced agent for days. Continue reading