Looking for business opportunities to win, retain and grow your customer base in 2020? Start the year off with a bang by instigating these consumer trends.
Category Archives: Human Resources
How a Call Centre can Help your Brand
When it comes to building a cohesive brand for your business, customer service is usually overlooked. And this is where the business can really suffer when not handled properly.
Brand awareness is when a potential customer recognises a brand from specific characteristics. It could be the colour, music (jingle), catch-phrase or image the customer recognises. We all know Apple products simply by the apple image and we are heavily influenced by what that apple represents (technology, quality, price point etc).
How to Ensure Great Customer Service over the Christmas Break
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.
What is Erlang Calculation and How Can It Help Your Call Centre
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
How to Prevent Call Center Agent Burnout
We have often talked about how demanding being a contact center agent is. Whether they are dealing with routine queries or angry customers, it can be an intense job that leads to stress and ultimately lack of motivation and decrease in productivity. It is therefore essential that managers act before this happens and reduce the risk of agent burnout. Continue reading
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
Top Tips to Reduce Contact Centre Shrinkage
First things first, what is shrinkage? Shrinkage is the amount of time an employee isn’t available to work during paid time. As far as contact centres are concerned, this means not being able to take calls. Continue reading
How to Work Out How Many Staff You Need in a Contact Centre
The quality of service provided by your contact centre will be highly dependent on being adequately staffed. Too few agents will lead to longer waiting times, but too many will affect your profit, so how do you find the right balance? 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
Lessons from LEGO’s Contact Centre
In 2015, the sales of the LEGO Group reached US$2.1 billion (NZ$3 billion), making it the largest toy company in the world in terms of revenue. Each year, its contact centres deal with 1.8 million calls and emails worldwide across 3 sites. Continue reading