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Archive for July, 2015

Contingency Planning

July 30th, 2015

What is Contingency Planning and why is it Important?

Contingency planning is a course of action formulated for dealing with a situation that is unexpected. A contingency plan could be a response to a crisis, emergency or change of situation, a ‘Plan B’ if the original plan did not go as anticipated or even planning for holidays and sickness. Circumstances can change rapidly, and a swift response is essential to limit damage or losses to the business.

Where do I start?

Key points to remember when thinking about contingency plans are:

  • Staff can be reluctant to making a Plan B as they have an emotional investment in Plan A, especially if they initially developed it.
  • Plan B should be a properly though out process. If you are planning for it, there is the possibility using it. Therefore is must be feasible.
  • The probability of a crisis occurring can be small, and therefore contingency planning gets side-lined. It is challenging to allow time for contingency planning, but in the long run, it could save your organisation from potentially devastating consequences.

To overcome this, the importance of contingency plans and the reasoning behind having them should be communicated clearly to everyone in the business.

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Current Trends in Customer Interaction Management Solutions

July 28th, 2015

Everyone can comprehend that managers need to get the optimum productivity from their contact centre staff. The most obvious thing to do seems to be ensuring they handle the maximum amount of calls per hour, or insist they run through calls quickly. Unfortunately, these requirements appear to be at odds with the ‘holy grail’ of customer service. Ensuring an excellent telephony experience for the caller – handling calls in a professional polite manner, having all the answers to their questions at the agents fingertips, dealing with problems efficiently and ‘up-selling’ that additional extra item.

So, how does one reconcile these two competing elements? Well, it is possible – the advances made in Customer Interaction Management (CIM) systems over the last few years have allowed contact centres to enhance the customer experience greatly while also increasing agent efficiency.

This document discusses this trend and looks at where the CIM market is going. Click on the link below to find out more.

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AnswerNet Case Study

July 28th, 2015

AnswerNet provides customisable inbound, outbound and E-bound call centre and outsourcing services for over 35,000 clients throughout North America. Their need was for a cost effective, and robust technology solution that could be seamlessly implemented. CallScripter delivered a premise-based solution in 2010 to meet this demand.

Key highlights of the case study:

  • Easy customisation
  • Flexible training methods
  • Continued support utilised
  • Reduced scripting time
  • Improved reporting
  • Increased customer satisfaction

Click on the link bellow to take a look at our Case Study.

AnswerNet Case Study


Inspired Outsourcing

July 28th, 2015

Contact centre outsourcers, Inspired, of Newcastle upon Tyne engaged the services of CallScripter to provide a scripting solution that would support the broad range of services they offer their customers and also have the ability to grow with the business.

Key highlights of this case study include:

  • Flexible solution
  • Easily configurable for future requirements
  • Innovative solutions
  • No need for a dedicated dialer manager or IT resource

Click on the link below to take a look at our Case Study.

Inspired Case Study


Outsourcing Contact Centre Case Study

July 23rd, 2015

Having identified the niche in the market for a virtual contact centre, this client needed to ensure that the correct systems and software were in place for the company to succeed. Find out how CallScripter assisted this company in fulfilling this need.

The key highlights of this study include:

  • CallScripter hosted service
  • Agent flexibility
  • Data security
  • Real-time and historical reporting

Click on the link below to take a look at our Case Study.

Homeworker case study