Category: Blog

In this age of modern technology, many call centres now rely on automated systems to manage their customer calls and enquiries. These bots can answer basic questions, solve basic issues and provide customers with more information. But undeniably there are times when an automated system just won't do. In fact,...

Outsourced customer service can have an incredible impact on businesses of all sizes. Having all call centre enquiries dealt with offsite gives your onsite staff optimum time to handle the running of the business and everything that goes with it. If you're thinking of outsourcing your call centre, here are...

Providing customer service over the phone can be difficult, especially as this may be the only point of contact between the business and the client. As such, the ways in which phones are answered, and the quality of those calls, are key for building clients and promoting your brand. Below...

Research shows that the opening seven seconds of a customer's call to your company will set the tone for the rest of the conversation. Does your telephone answering service always get this right? Those initial moments are ‘make or break’ and determine whether the customer develops a positive or negative...

If you are dealing with customers and others on a regular basis, perhaps in a contact centre - especially in awkward or distressing situations, such as when undertaking funeral call handling - then your aim is surely to be as empathetic as possible. There's an old saying that many people...

Brand trust can make or break a company’s reputation, especially now with customer services being rated publicly on consumer review websites. The keys to stand-out customer service calls are clarity, comfort and certainty. Any business can increase the likelihood of five-star customer calls by helping their staff to become clearer...