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Interested in saving 40% on your customer service costs? For more information call James Grant on 01444 229 223 or email info@bdm-talk.co.uk

If your business operates a customer contact centre, either outsourced or in-house, how do you refine and define your operating hours to meet the ever-changing needs of your customers?
Do you work on a traditional 9 to 5 Monday to Friday model? Or have you adapted to have an 8 to 6 Monday to Saturday model? Or do you even offer 7 days a week 8 am to 8 pm operation?

When we meet somebody new, one of the very first things we do is offer our name. It’s one of the most basic ways of forming a relationship, and creates an immediate sense of familiarity- somebody’s name is a key part of their identity. But how does this translate to conversations we have on the phone?

An often forgotten aspect of a customers’ contact centre experience falls by the wayside: the music or messages they hear while on hold. In this article, we evaluate the Dos and Don’ts of on-hold music or messaging.

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.

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