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For Call Centres

10 Essential Customer Service Skills For Call Agents

/ For Call Centres, Telecoms & Data

Call centre agents are on the front lines of customer service, appointed with the demanding duty of pleasing and appeasing customers. With countless scenarios which may arise during a customer service exchange, it is vital that agents be versatile and equipped with a strong skill set in order to handle the complexity of the task. Below are the top ten customer service skills which agents should all posses in order deliver the best service possible to their clients.
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Is Artificial Intelligence Coming to Contact Centres?

/ For Call Centres, News and Updates, Telecoms & Data

Artificial Intelligence is a technology which has been growing exponentially, both in its development and in its mounting implementations. It no longer seems such an abstract concept, or one better suited to clinical rooms and metallic-clad cyborgs on the silver screen. In fact, Artificial Intelligence seems to be finding its place in contact centres, one of the staples of everyday business.
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How to personalise your customer experience

/ For Call Centres

Call centres handle huge volumes of calls on a daily basis and as a result of the sheer size and scale of the operations which go on, businesses often adopt a ‘one size fits all’ approach when it comes to handling their customer service. However, consumers today are seeking a more personalised experience, therefore making it imperative for companies to tailor their customers’ experience in order to drive consumer loyalty and future sales.
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How to improve communication in your team

/ Conference Calling, For Call Centres, Telecoms & Data

A team that doesn’t communicate successfully is like a car engine which has been broken down into its individual parts. Even if all are in great woking order and looked after, without the rest of the engine components, the individual parts can’t complete what they are supposed to. A team in your business is no different - each member will be working on their own individual projects, however all these tasks combined create the complete picture. Through the implementation of an ongoing communication strategy, every project is far more likely to succeed and run smoothly.
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4 Tips to Calm Irate Customers

/ For Call Centres, Telecoms & Data

All of us have experienced dissatisfaction in a particular product or certain service at some point in our lives. That unsettling feeling that we have been lied to and taken for a fool. Although some of us may be able to let these feelings pass very quickly, there are a number of people who find it very difficult to just let and insist on making those they feel responsible aware of how they feel. Of course, if a customer hasn’t received the standards which they were promised then they are entirely within their rights to raise this issue with a number of staff, however, handling irate customers is one of the greatest challenges for businesses to face.
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What’s Going on with Robocalls?

/ Laws and Regulations, News and Updates, TPS Compliant

We all know how irritating, inconvenient, and infuriating receiving unsolicited telemarketing calls can be. You’re trying to go about your daily life, walking your dog, having a shower, making dinner, when suddenly your phone starts unexpectedly ringing. Dropping whatever you’re doing to find out who could need you so out of the blue, you scramble to answer it only to hear a complete stranger down the line, often reciting personal facts about you, an addition which makes the entire experience all the more disconcerting and uncomfortable.
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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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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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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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