Blog

Apr 4

How to use the NPS calculation in your call centre

According to a Nielsen poll, 80% of people seek referrals before making a purchase, so word of mouth (online reviews or person to person conversations) are the bread and butter of a successful business. While there are a number of ways to collate customer feedback, the Net Promotor Score – or NPS calculation – is


Mar 13
call centre script

Why to drop the call centre script and get your agents really talking.

‘Hello sir/madam how are you today I’m calling to help you save money on x it’s a great opportunity would this be something you would be interested in? …click.’ When someone is reading a call centre script, it’s just blatantly obvious, don’t you think? It’s like watching a movie with terrible actors. All you can think


Mar 7

Call centre benchmarks in a customer-centric business

A favourite metric in the call centre world is First Call Resolution. That old chestnut. High First Call Resolution means everyone is doing a good job, right? But what if the call is ‘resolved’, but the customer had been waiting on line for 20 minutes? Or because they were speaking to such a lacklustre call centre agent


Feb 21
Customer service techniques

Customer service techniques that keep staff and customers happy

Are you struggling to get your team to perform, or even to care about what they are doing? A call centre agent may have the impression that the customer is always right, and that to deliver good service they simply have to say yes to everything the customer says. And yet, fenced in with business


Feb 14
staff engagement

Greater staff engagement in the contact centre that flows through your whole business.

Imagine you’re really, really good at basketball. Good enough to shoot a 3 pointer in the dying seconds of a match to win the game for your team. What a feeling, knowing you’ve won the game. But imagine if you knew that with that shot, you just put your team into the finals, something that


Feb 6
customer interaction

Using customer interaction in the call centre to transform your entire business

Having a killer product or service or a strong supply chain used to be enough to keep a business firing on all cylinders. But as products increasingly become commodities, and more businesses adopt technology that makes the operations part of their business easier to manage, it’s pretty tricky for a business to stand out and grow


Jan 25
client service experience

Your org chart may be holding your client service experience back

What do your org chart, your seat belt and your fear of commitment all have in common? They may all be holding you back. Your seatbelt’s a no brainer, and we’ll leave your fear of commitment to the professionals. But if you want to keep your clients, research shows service remains key: 89% of people who experience


Jan 17
call centre operators

5 tips for empowering call centre operators

Your call centre operators are the face (or voice) of your whole customer service operation. They get it all, from simple enquiries to angry complaints. Increasingly both these types of calls are getting more complicated. With access to your website, online forums and social media, customers can find the easy answers online, it’s the hard stuff


Jan 8
Customer first

How to encourage agents to put the customer first

Customer call centre nirvana looks a little like this: the call-to-staff ratio is calculated perfectly so that the incoming queue is non-existent, but your staff are always on a call. In call centre nirvana, your staff always put the customer first and it shows through your exceptional first call resolution rate. Everyone is happy. Your


Jan 1
Call centre experience

Why online forums are the secret to a great call centre experience

Fact: With 24-hour access to the internet and social media, it’s been reported that 9 out of 10 customers would prefer to self-service their problem rather than call your customer support centre. That’s a staggering number and one that should give anyone running a call centre a moment of pause. But could this drive for self service actually