What are the best and worst call centres?

Consumer brand Which? recently surveyed 7,000 people asking them about their experiences with the contact centre’s of some of the UK’s biggest and most well-known brands.

The brands included in the survey were from a cross-section of different industries: broadband operators, banks, car breakdown cover/assistance, car insurance companies and electricity and gas suppliers.

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How does a predictive dialler work?

A predictive dialler is an intelligent outbound call processing system which uses complex mathematical algorithms to predict when to dial

The job of the predictive dialler is therefore to minimise the amount of time agents spend between calls, as well as lessen the occurrence of someone answering when an agent isn’t available.

Here’s a couple of examples to help you better understand how a predictive dialler works and what benefits it can bring:

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A quick guide to soft skills in call centres

What are soft skills?

The term ‘soft skills’ relates to an individual’s capacity to interact effectively and agreeably with other people. In the context of a call centre, soft skills can be the key to the success of your agents.

Those with good soft skills will be able to handle and control their calls effectively, build a good rapport with customers and ultimately get those all-important sales.

For some soft skills come naturally, but others have to continuously work hard to improve their communication and listening skills. To help you get the best out of your agents we have put together this quick guide to improving soft skills. Continue reading

0845 premium number law changes are coming – what you need to know

On 13 June 2014 it will become a legal requirement for businesses to provide a standard rate phone line for consumers, rather than a premium rate 0845 number.

The law is designed to prevent businesses from charging more than the basic rate to customers ringing complaint or query lines – so the law doesn’t apply to lines that provide a value-added service like technical support or sales.

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How to set-up a call centre – a quick checklist

The advancements in technology over the past decade or so has opened up a lot of doors for business people and entrepreneurs  – who now have access to a much wider range of different business models. Call centres, for instance, used to be an expensive undertaking, but with telephony technology now becoming much more accessible and affordable, call centres have become a popular and rewarding business proposition.

BA Tech are at the forefront of this movement, offering a range of services to new call centres as well as more established operations.

If you are thinking about setting up a new call centre, we have created a quick checklist below of everything you need to consider to make your business a success.

If you have any questions about setting up a call centre and want to know how BA Tech can help you, contact us here. Continue reading

What is a PBX?

PBX stands for Private Branch Exchange – which is basically a private telephone system within a company. A PBX works by connecting all the internal phones within a business to one external line – eliminating the need for multiple phone lines and thereby reducing overheads considerably. Continue reading

What is a Dialler?

A Dialler is a computer based system that Dials lists of customers with the intention of passing answered calls to operators (Agents).

A business will use a Dialler when it has a large number of people to contact and manually dialling numbers from telephones is not productive enough. There tends to be a point where an Outbound Call Centre that is manually dialling telephone numbers becomes large enough that a Dialler becomes a financially viable investment, this point is usually between 4 to 8 agents – depending on the products being sold. Continue reading