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 – Manager Business Outsourcing, 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.

Celebrating National Apprenticeship Week 7 to 13 February 2022

The 15th annual National Apprenticeship Week celebrates the value of apprenticeships to individuals, businesses and local communities. Taking part in the apprenticeship programme enables BDM Talk to build the team we need to meet our objectives, and create trained employees who can go on to help build our company.

A Business Process Outsourcing organisation is a multi-media extension of your business

A Business Process Outsourcing Company or BPO is not just a call centre, it works as an extension to a client’s business and more importantly as part of their team. A call centre is mainly focused on resolving customer queries and although it is a subset of a BPO company it usually involves only phone work. A BPO includes call centre services along with other outsourced back-office tasks ensuring a customer focus driving service.

How Businesses Have to Adapt to Today’s Customer Service Needs

Omnichannel and Multichannel. Words often thrown around in the customer service industry, but, what do they mean? To cut to the point, it means providing exceptional customer service and ensuring your business is communicating with customers in a way that works for them.