Opening Hours Expectations for a Customer Focused Contact Centre

Customer Expectations

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?

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?

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.