The importance of Data Security in a Contact Centre

Contact centres are crucial for communication, customer service, and data management. Data breaches loom large, and regulations demand accountability, particularly in the UK, where laws like GDPR govern personal information handling. Therefore, it’s vital to secure data confidentiality and integrity in contact centres. Types of Data Security Hardware Security: In UK contact centres, hardware security […]

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.

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?

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?