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call agents

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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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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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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Top tips for Call Centre Etiquette

/ 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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