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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.

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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.

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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?

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Call Centre

Why Call Center Agent Engagement Matters

Employee engagement isn’t just a buzzword to throw around during interviews or conversations with employees; it’s a serious matter that can lead to monumental success or significant setbacks. Working closely with your team to develop an engagement programme that’s tailored to your business, is an invaluable tool for driving success.

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Outsourcing

How Outsourcing Customer Contact Can Drive Profit

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 more likely to generate a successful sale or follow up activity rather than digital submissions, meaning customer contact centres are by far the most powerful channel for generating revenue.

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