Complaints are never pleasant to hear but they are a reality of customer service. No matter how committed you are to excellence, no business will ever be able to please everybody all the time. Continue reading
Category Archives: Contact Centre
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
How to Manage Remote Call Agents
With nowadays technology, it is as easy to have staff working remotely as to have them all under one roof. While it may be trickier to create a sense of belonging, having remote agents brings businesses significant savings as companies no longer need to pay for office space. Continue reading
Services to Look for in a Call Centre
Hiring an external contact centre is a major decision for any business. Cost will most likely be an important factor when choosing your provider, but it is also crucial to make sure that they offer some key services. Continue reading
Top Reasons to Use Chat in Contact Centres
Ahead of social media, emails and mobile Apps, chat is the fastest growing communication channel in contact centres. Immediate and more personal, it gives customers instant replies to their questions and is more cost effective for call centres. If you don’t already have agents dedicated to manning chat services, here are the reasons why you should. Continue reading
Transform Your Staff into Extraordinary Communicators
During a verbal exchange, the actual content of what we say account for only 38% of the communication itself. The remaining 62% influencing our interlocutor’s response is a mixture of the words we use, our tone of voice, facial expression and general body language. 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
Top 5 Tips to Improve Call Quality Monitoring
Call quality monitoring should be at the heart of process improvement in contact centres. It will, of course provide you with invaluable information about people’s experience when they call you, but also with wider-ranging data such as requirements for training programmes, assessing whether your equipment and systems are delivering what your business needs, and ways to motivate your staff. Continue reading
How to Manage Customers’ Waiting Time
Business is all about numbers and statistics, which is understandable as they are the only objective way of setting targets and measuring results. However, many aspects of customer service are not so easily quantified when they involve customers’ perceptions. Continue reading
Tips for Reducing Average Handling Time
How much time should your call agents spend on a phone conversation with a customer? It probably is one of the trickiest balance to achieve. Continue reading