I sat down with our Managing Director, Sharon Powell, to ask about her inspirations, aspirations, the future of customer contact and what success for BDM means to her.
Average Handle Time (AHT) is one of the most critical call centre metrics that measures the average duration of contact between an agent and a customer. It assesses the efficiency of a call centre to improve agents productivity and customer satisfaction. Maintaining a low AHT signifies good performance and hence boosts customer satisfaction.
One significant benefit of modern technology is that companies can outsource their non-core functions, even to an off-shore location. Outsourcing brings in the expertise needed at a lower cost, plus you can focus on the key competencies of your business. Having an internal customer service desk requires investments in equipment, facilities, technology and staff, plus you have to add more for staff training and the departments’ operations.
In a call centre environment, where the quality of a call hinges on the speaking and listening skills of the agent, voice and accent have an incredibly important role to play. Customers want the agent to be easy to understand, pleasant to speak with and demonstrating empathy. So, what role does accent really play in UK call centres?
The numbers are in, and the truth is out: the British workforce is pretty underwhelmed these days. Only 55% of the British workforce have said they’re engaged and inspired while at work, with the other 45% identifying as ‘disengaged’ employees who aren’t reaching their full potential at work. For call centre managers, this disparity is a big cause for concern.
Businesses can often be missing a trick by not outsourcing customer service. Calls to businesses exceeded 169 billion in the year 2020. These calls are
There is a lot of buzz currently around the future of customer contact, I’ll take a strong guess and suggest that the future
We are pleased to welcome James Grant to the BDM Talk team. He joins us to head up the Business Development operation. Based from our
National Apprenticeship week is a time to recognise and applaud apprenticeship success stories across the UK, and within our teams. Here at BDM Talk
In a recent national newspaper poll, conducted on the 2nd December, with the subject of “Should the UK focus on buying British goods to
Just how are you going to ensure your business will surf through a second lockdown? One way to secure the your business contact strategy
Become a cost & quality conscious business Outsourcing is the strategic use of outside resources to perform in areas of the business that
Contact centre working for the automotive sector We’ve been undertaking contact centre work for dealerships up and down the country for many years now. We’ve
Contact centre working for the auto sector The Issue: Our client, a leading and innovative South East based Automotive Dealer Group, realised that the constant
It’s the beginning of a new year, the clocks are reset and it’s time to nail your Q1 objectives and smash your 2020 targets. It’s time
Industry statistics tell us that one or two dealers may be missing a trick, which could be costing them as much as 60% of their
Through no fault of their own, many businesses often find themselves with poorly maintained and inaccurate databases. Whether it is human error at the input
In our last article, we spoke of ‘Defector Prevention’. Essentially offering a level of customer service above our rivals, and how that better customer service
The Saviour of the Motor Industry? Despite what you may read in the press, the death of the motor car (or at least fossil-fuelled cars)
Recent studies have shown that car financing is on the increase – around 80% of all new car sales are financed by one of the
What does this mean for you? September 1st 2018 – the Worldwide Harmonised Light Vehicle Test Procedure (WLTP) will be upon us, meaning greater transparency
Wouldn’t it be great to have an unlimited supply of customers, with no competition, queuing at the door to buy a new car? Certainly manufacturers
