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Emotional intelligence is an individual’s ability to be self-aware and empathetic, while also being rational. This means that the individual has a good knowledge of themselves, can recognise and understand their own behaviours and emotions, as well as being able to easily identify with the emotions and behaviours of other people. Above all else, having emotional intelligence means that the individual can also act rationally in a situation that needs… Read More »

From public speaking to telephone conversations, we all stumble over our words with the dreaded “um”. The last thing you want to do when you’re talking is seem like you don’t precisely know what you’re saying. But the “um” can strike at any time, from a presentation meeting to an important call with a client. However, there are ways to stop yourself from relying on “um”, or any of its… Read More »

Sometimes we are tasked with communicating difficult messages at work. A difficult message doesn’t necessarily mean that something utterly dire has happened, such as a family death, but rather there may be a substantial issue with a client that needs to be dealt with. The first step to communicating a difficult message is to be honest. Don’t try to gloss over the seriousness of a situation, but don’t be overly… Read More »

Your employees will always benefit from a little extra training while they’re at work. Remember, if you are going to offer extra training, it’s best to either offer it during the work day or have mandatory training sessions that are paid. This will keep you in your employees’ good books, and they’re more likely to pay attention if there are rewards in place. Considering that it’s extra training, unless legally… Read More »

Telephone communication is often a customer’s first port of call when trying to contact a business. As such, it is essential that you make a great first impression through this. Telephone answering services provide this excellent first impression to customers, keeping them happy and effectively directing them to the right person. Our experts have suggested four key ways in which telephone answering services can help your business to grow. 1…. Read More »

Companies of any size will discover that outsourcing first line IT support offers a number of advantages. Specialist contact centres offer efficient first line IT support services which can help cut costs and workload for IT departments and ensure problems are prioritised accurately and effectively. Some of the benefits of outsourcing first line IT support Outsourcing first line IT support provides a cost-effective solution, while ensuring all clients maintain the… Read More »

As a business you undoubtedly need people answering your telephones. Excellent and efficient call handling promotes customer loyalty, boosts sales and ensures that your business remains professional and contactable at all times. When you look at hiring call centre agents to manage your phone lines you probably consider their wage cost and little else in terms of finance. But there are actually some hidden costs that you may not have… Read More »

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 »