Category: Blog

Charities do wonderful work for those who are deprived, vulnerable and in need of help and assistance. Charities are often thinly stretched on the number of resources that they can offer, as well as time. This is when many charities go down the outsourced customer service route. Below we share...

When a crisis occurs, those affected may contact the emergency services as quickly as possible. However, they may also need to contact a number of different businesses and organisations. Businesses and companies which are responsible for people’s welfare, for instance, must be able to provide an accessible service. Housing associations,...

When you're dealing with a difficult call, whether the customer is upset or irritate, it's crucial at all times to speak to them and communicate with empathy. Empathy by definition is 'the capacity to understand or feel what another person is experiencing, from that person's form of reference.' In other...

Everyone knows about love at first sight. But sadly some businesses are blissfully unaware of the concept of an instant 'NO way'. Within seconds of meeting someone for the first time, or even hearing their voice on the phone, we evaluate that person. It goes way back to our most...

Whether it's someone feeling vulnerable after hearing some hard news or an irate customer who is upset and frustrated, some calls can be difficult to deal with. Building rapport is a crucial way to ensure you give the customer a positive experience of the phone call and will make them...

If your business is starting to grow and you want to increase your customer base, it is imperative that you are able to offer your customers an excellent service. One way to do this is by ensuring you are able to speak to them in their own language and by...