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For many customer-facing businesses, there isn’t enough time in the day to answer all the customer support queries you receive, let alone have the time to train and implement new systems into your already packed schedule. When you’re on the front end of support calls, especially when you work within that company, it can be difficult to remain unbiased and calm in the face of your customer’s worries, complaints or… Read More »

A 24/7 telephone answering service can be a truly invaluable resource, and it can make a world of difference to your business. But why? Let’s take a look at the advantages of having an always-open contact centre option: It means problems get solved immediately Depending on what service you offer, it’s possible that your customers or clients simply can’t afford to wait until the morning for a problem to be… Read More »

Most people feel very awkward when talking to someone who has recently been bereaved. This is a skill that good funeral call handling centre staff members possess and they will happily give you advice if you ask them. In the meantime, just what do you say to a grieving relative or friend? Clichés that work and clichés that don’t work There are a large number of clichés that are used… Read More »

Building rapport is the ability to generate a level of trust and understanding between the person representing your business and your customer. When speaking to customers over the phone, it’s even more important to ensure you build a strong level of rapport, as you don’t have the added benefits of being able to promote yourself visibly. To build rapport, you need to actively listen to your customers, empathise and understand… Read More »

Outsourcing IT support services is a great way to effectively distribute resources and streamline and reduce costs. Without the pressure of hiring, training, and developing staff in house, you will quickly see the benefit of your IT support being managed by an external provider. Each business is an expert in its field and just as your outsourced IT support team are skilled, experienced professional, you and your team are too… Read More »

When it comes to our every day jobs, perhaps the hardest thing to get right is customer service. Every employee at every business understands how crucial it is to make customer experiences as pleasurable and as easy as possible. However, often this staple standard of any business slips when things get hectic. Tasks build up, deadlines need to be met and sensitive things need to be tended to. These factors… Read More »

There are many benefits of outsourcing your front-line customer telephone answering service to a specialist company. Whatever service your business offers your customers, if you need to speak to customers around the clock then outsourcing your telephone answering could be a key way to develop and improve your customer relations. Below we’ve listed out some of the key ways outsourcing your customer telephone answering service can help to take your… Read More »

It’s a well-known fact that retaining customers is far more cost-effective than working to attract new customers. Long standing customers tend to spend more money, and in the best cases become advocates for your business, helping to attract more customers. In this way, excellent service means you’re far more likely to convert customers from treating your business as a place for a one-off transaction, to being loyal brand ambassadors. Below… Read More »

When working as part of a telephone answering service, especially in an area such as funeral call handling, it’s certain that many callers will be in an emotional state. They may also not be sure which course of action to take, and how they should proceed with certain tasks or responsibilities. It’s obvious that careful and sympathetic listening techniques are a key part in successfully handling such calls. Yet at… Read More »

In some cases, businesses can provide customer service during business hours without any negative consequences. If customers need to make a query regarding a product, for example, a customer helpline with limited hours will not necessary harm their business. For some organisations, however, it’s vital to have a customer support team available 24 hours a day, 7 days a week. When companies are reacting to a situation which has arisen,… Read More »