Blog

Discover our latest news

Customer Expectations
Contact Centre

Opening Hours Expectations for a Customer Focused Contact Centre

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?

Read More »
Contact Centre

The Importance of Using Names in Customer Communication

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?

Read More »
Call Centre

How To Reduce Your Average Call Handling Time

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.

Read More »
Contact Centre

Reduce management time, staff costing and generate profit by outsourcing

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.

Read More »
Accents & Language
Call Centre

Which regional accent do you trust?

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?

Read More »
Call Centre

Why Call Center Agent Engagement Matters

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.

Read More »
BDM Talk
Automotive

A Dealer Group Case Study

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

Read More »
bdm-talk-logo

© BDM Talk Ltd, Company Registration Number 09351269

Registered Office is Greenacre Court, Station Road, Burgess Hill, RH15 9DS

The website is developed and hosted by BDM Voice