For customer satisfaction, call centre agents should listen and understand every caller.
In order for them to do that, agents should be empathetic towards customers. Here are our tips to help build customer empathy…
Category Archives: Call Centre Advice
How to use social media to improve your customer service
According to We Are Social, there are just over 3 billion people who use the internet, and a whopping 2.1 billion of these people have an active social media account.
With these staggering figures, it makes sense to use the popularity of social media to your advantage.
Here we look at how you can use social media to improve your customer service.
Speech Analytics is growing in popularity in UK call centres
Speech Analytics involves analysing recorded calls in order to gather information and therefore help companies improve their services.
Previously, many companies found it too costly to record all calls and assessing the information was a time consuming manual job.
However, with speech analytics software, the data from recorded calls is done automatically.
3 great tips to help reduce call queue times
Queue times are one of the most complained about issues regarding call centres, and can have a negative impact on businesses.
There are lots of ways to help reduce queue times but here are our top three tips:
7 top tips to being a great call centre manager
A call centre can be a very stressful environment, however, this can be helped by having a great manager.
Managers undoubtedly pave the way for a successful call centre and here are our top tips for being the best manager possible:
Is customer service getting worse in the UK?
There seems to be a consensus within the UK that customer service levels are dropping. In this climate, businesses which provide outstanding customer service enjoy an important edge over the competition.
However, two studies have been conducted recently which have thrown different aspects of customer service into the spotlight.
How to reduce the amount of complaints in your contact centre
The ultimate goal of any customer service strategy is to minimise customer complaints and provide a satisfying customer experience.
Here are some tips to help you slash he number of complaints in your call centre.
How to measure first contact resolution
Measuring First Contact Resolution (FCR) can be tricky.
In order to get an accurate picture of how well your team are doing, it’s best to employ a range of methods and have a clear strategy.
Call centre forecasting: What it is and why it is important
Having the ability to foresee as accurately as possible the likely fluctuations in call traffic or contact volume is key to managing your agents successfully.
Effective forecasting allows you to hit just the right balance with your staffing levels.
However, seeing into the future is impossible, so call centre managers must find a formula that helps them to make predictions based on certain indicators.
How to hire good call centre agents
With the swing towards prioritising customer experience, it’s important that you recruit agents with a talent for providing top quality customer care.
But what qualities should you look for in a potential candidate?
