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Top tips for Call Centre Etiquette

Thursday, January 12th, 2017 / For Call Centres, Telecoms & Data

Call centre agents are increasingly becoming the first and only point of contact that customers are having with businesses. Therefore, it’s understandable that any negative call centre experiences can be enough for clients to choose not pursue business with you.
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5 Tips for Outbound Calling Success

Tuesday, September 1st, 2015 / For Call Centres

It’s no longer enough to identify outbound prospects based on a few key factors such as industry, title or location. The best outbound campaigns involve sophisticated data collection and analysis before any calls are made. A key advantage can be gained by building context around each prospect. This can be done by obtaining a large amount of highly relevant information. In today’s world this tends to be much easier, due to the wealth of information available on various digital channels such as social media. Collecting this data can be done manually by agents, for example by searching names on LinkedIn or browsing company websites. But some campaigns may require more systematic approach, using software to collect and analyse “big data”.
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ICO Annual Report – Will we see a drop in complaints?

Tuesday, August 4th, 2015 / Laws and Regulations, News and Updates

The ICO has recently released its Annual Report and Financial Statements for 2014/15. With regards to the Privacy and Electronic Communications Regulations (PECR), a total of 180,000 concerns were reported by the public over the last year. The Information Commissioner however, is confident that the enhanced powers that were granted by the Government in April will allow them to "nail more of these merchants of menace" - those merchants of menace being the companies who make unsolicited marketing calls and texts to consumers.
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