How to Design a Call Centre Training Programme

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

5 Ways to Reduce Telephone Demand

For large organisations and companies, handling calls is a sizeable part of their budget and call centres are often scrutinised to find areas where savings can be realised.

A common strategy is to reduce staff, but this also usually has the unwelcome effect to lower the quality of the customer service you can provide. The trick is therefore to reduce telephone demand effectively so that you need fewer agents without compromising on service. Continue reading

Contact Centre Gamification: Silly Fun or Performance Booster?

Google are doing it. So are Deloitte, Cisco and Microsoft.

What is ‘it’? They use gamification to improve staff motivation and performance. We know that working in a contact centre can be demanding and that it is essential to keep your agents fresh. Gamifying in business is about using game principles to turn repetitive tasks into challenges with meaningful rewards. Doesn’t it sound like the ideal solution to galvanise your agents? 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