For any business it is essential to make money and expand, growing the company into one that is successful and rewarding. There are many ways to grow a business and this is where business owners and managers will focus much of their attention. In relation to this, you may have been wondering why so many businesses choose to outsource their call centres. Here are just a few of the many… Read More »

When customers call your business it is always with a purpose. They could be calling with a question, with intent to make a purchase or to make a complaint. Whatever the reason, it is vital to ensure that the phone call provides complete customer satisfaction. It is the best way to build trust and encourage customer loyalty and retention. Here are four ways you can ensure customer satisfaction over the… Read More »

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, here are just three situations that require real human customer service. 1. The customer is angry or upset When people… Read More »

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 three important questions you need to ask. 1. Is it affordable? For most businesses, the number one factor is cost…. Read More »

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 are four often forgotten tips to improve your telephone etiquette and make your life, and that of your customer, a… Read More »

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 impression of the person they’re talking to and of your organisation. The clock starts ticking before the phone is even… Read More »

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 quote, yet it is exactly the opposite of what’s actually required. Here it is: ‘treat others as YOU would like… Read More »

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 communicators while providing a reassuring presence – along with an in-depth experience of the benefits of their products or services…. Read More »

Answering customer calls is fundamental to providing top quality customer care. Be it enquiries, sales calls or complaints, your business will run to the best of its ability when calls are handled efficiently. This isn’t always easy to do with your own team, especially if it’s small, but outsourced customer service can help prevent lost revenue for your business. Here are 3 ways how. 1. Prompt answering service When you… Read More »

At some point in our professional or personal lives, it is likely that many of us will be required to get in touch with a call centre, be it for personal or professional reasons. The differences between a positive and a negative call centre experience can change entire perceptions about a company, and leave a customer with a very distinct feeling about the people and company they’ve just communicated with…. Read More »