The 15th annual National Apprenticeship Week celebrates the value of apprenticeships to individuals, businesses and local communities. Taking part in the apprenticeship programme enables BDM Talk to build the team we need to meet our objectives, and create trained employees who can go on to help build our company.
A Business Process Outsourcing Company or BPO is not just a call centre, it works as an extension to a client’s business and more importantly as part of their team. A call centre is mainly focused on resolving customer queries and although it is a subset of a BPO company it usually involves only phone work. A BPO includes call centre services along with other outsourced back-office tasks ensuring a customer focus driving service.
Omnichannel and Multichannel. Words often thrown around in the customer service industry, but, what do they mean? To cut to the point, it means providing exceptional customer service and ensuring your business is communicating with customers in a way that works for them.
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.
WhatsApp messaging is gaining momentum more than ever before, and for a good reason. WhatsApp messaging is now outpacing other communication channels in several ways, find out how in our latest article.
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.