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Call Centre Mistakes that Drive Customers Crazy

/ For Call Centres, Telecoms & Data

With the increasing level of call centre technology available for businesses, caller’s customer service expectations are at an all-time high. Customers today feel that they should not have to tolerate sub-par services, and many are prepared to take their commerce elsewhere. If you want to ensure that your business avoids falling victim to this then check out three things below you should steer clear of doing.
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Preparing for the General Data Protection Regulation

/ Laws and Regulations, News and Updates

In the wake of the WannaCry cyberattacks, being vigilant and careful with online security, particularly where it pertains to individuals’ personal data, is more relevant and crucial than ever. There can be no hiding from the fact that cybercrime poses a very real, very serious, and potentially catastrophic threat. If this weren’t reason enough to tighten your attitude to your customers’ personal data, the EU will soon be ensuring that you do so. There is now less than a year remaining the EU General Data Protection Regulation (GDPR) replaces similar data protection directives the EU implemented in 1995. By 25th May 2018, your company must be fully compliant.
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Top Benefits of Virtual Call Centres

/ For Call Centres, Telecoms & Data

In order to succeed, it is vital for businesses to provide excellent customer service to maintain loyal and satisfied customers. Research suggests that consumers still prefer telephonic communication over email and webchats when they need issues resolving. An estimated 30% of us also make at least three calls a month in order to get in touch with a customer care team. And two thirds of customers have said that they would be willing to change their service providers solely to receive a better customer service experience.
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ePrivacy Rules Set to Change

/ Laws and Regulations, News and Updates

The next couple of months are expected to bring a number of key changes - especially following the surprise announcement of a general election taking place on the 8th June. One change, though, has come with a little bit more warning, which means businesses should take the necessary steps to ensure that they are ready for them. Pleading ignorance will not be an excuse!
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How to create successful outbound call campaigns

/ For Call Centres, Telecoms & Data, TPS Compliant

Despite the growth of inbound marketing strategies, outbound calling campaigns remain a strong and widely implemented sales tactic used across a number of businesses. With today’s consumers being bombarded with emails (both genuine and junk mail) on a daily, if not hourly, basis, a personalised call from a business can often be welcomed. Here are some tips to ensure your outbound calls are successful:
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How You Can Protect Yourself from Receiving Nuisance Calls

/ Laws and Regulations, News and Updates

Nuisance calls can cause a great deal of disruption in people’s lives, particularly for those who are receiving unsolicited phone calls on a daily basis. Having your mobile unexpectedly vibrate during a meeting is bad enough, but it is the least of some people’s worries. Elderly people are often woken and panicked by unexpected calls from unfamiliar numbers. People waiting for important medical news about families can be caused severe distress. But even if you consider nuisance calls a slight annoyance you have to deal with every now and then, there are steps which you can take to reduce your likelihood of receiving them.
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Geo-targeted SMS campaigns and how they work

/ Bulk SMS Delivery, Telecoms & Data

If your company targets a number of customers across multiple locations, understanding the way in which geo-targeted marketing text messages work could be an extremely powerful tool for your business. Geo-targeted SMS messaging brands to send a bunch of texts to their customers based on their locations, making the whole SMS marketing experience even more personalised and unique to them.
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How a Company Selling Nuisance-Call Blocking Services was Fined £40,000 for Making Nuisance Calls

/ Laws and Regulations, News and Updates, TPS Compliant

Nuisance calls are something which all companies should avoid at all costs. It doesn’t only hurt the people receiving them, but it hurts the telecommunications industry and its public perception. People never want to receive cold calls, but there have been cases of parents waiting for medical updates regarding their children, elderly people being awoken in fear in the night, and many, many more instances that are worse than just a mildly annoying disturbance as you’re doing your weekly shop. Still, even when only minor damage is caused, there is still inconvenience and upset which is always going to put companies’ relationships with their customers in jeopardy.
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How to Handle High Call Volume

/ For Call Centres, Telecoms & Data, TPS Compliant

Many companies in almost every sector have a need to be in contact with large amounts of people at once. Maybe a lot of customers are trying to get in touch to make the most of a special deal, maybe there are an influx of patients trying to get an appointment, maybe you need to update clients on a new feature. Whatever the reason, it isn’t always easy to handle a huge amount of calls at once, but failure to do so could have a truly detrimental impact on your business.
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