Meet The Team – New Business Manager, Neil Lucey

Meet The Team We asked Neil Lucey, our New Business Manager, a few questions to get to know him better. 1. What was your career background before joining BDM? Prior to joining BDM, I had a career spanning nearly 20 years in Sales and Marketing with a large part of it spent in the Telecoms […]

Meet The Team – Quality Control Supervisor, Wendy Burgess

Meet The Team We asked Wendy Burgess, our Quality Control Supervisor a few questions to get to know her better. 1. What was your career background before joining BDM? Having trained as a dancer and working many years teaching, both abroad and in the UK, I developed great communication skills. Alongside this I worked in […]

Meet The Team – Contact Centre Manager, Becca Crane

Meet The Team We asked Becca Crane, our newly appointed Manager Business Outsourcing a few questions to get to know her better 1. What was your career background before joining BDM? Before joining BDM I had worked mainly in hospitality – so customer services has always been part of my working life. 2. Tell us […]

What will be the key focus for Call & Contact Centres in 2023?

What will be the key focus for Call & Contact Centres in 2023 – Thoughts from our MD, Sharon Powell. With 2023 upon us we asked our Managing Director, Sharon Powell to share her thoughts on what the new year will bring for Call & Contact Centres. Following the success of last year BDM Talk’s […]

Why Call Centre Agent engagement matters

When you invest in agents and their overall engagement, you will see a significant correlation between agent engagement and higher performance, better customer satisfaction, and a positive working culture.

What is the future of customer contact for your business?

Inbound calls are by far the most powerful channel for generating additional revenue.
Opportunities to upsell to a higher service or purchase a service plan often arise when a customer makes contact to book a regular service or find out the location of a nearest branch.

How WhatsApp Can Keep Your Contact Centre Agile

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.

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.

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?