Call centre Archives - | Noojee Contact Solutions

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 →

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 →

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 →

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 →

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 →

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 →

Common customer complaints that every call centre can avoid

Complaints, like death and taxes are guaranteed to happen. But if you’re receiving the same common customer complaints over and over again it’s a sign that something, somewhere in your business is not working. If your lines are filled with shouting, unhappy customers then it’s time to fix the problems so your agents can spend →

11 tactics for building better customer rapport

How well do you really need to get on with your customers? Let’s face it, there’s a lot of them, and in the space of just a few minutes it’s pretty hard to do anything except the simple niceties. Except, building customer rapport is basically comes down to building trust. It’s also a question of →

Call centre technology to make your team smarter

With the ever-increasing pressure to improve customer support and increase first call resolution rates you may find yourself wishing your staff… how should we put this… knew more. There is an expectation from customers that when they call your call centre, the agent at the other end will know everything there is to know about →

What kind of call centre manager are you?

Have you ever been sucked into the deep twisty world of the BuzzFeed Quiz? It’s like falling down the rabbit hole. You start one and then three days later you wake up to find out who your celebrity bridesmaid should be (who is Gigi Hadid?), what your orc name is (Ur-Dag War-born) and what type →