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Posts Tagged ‘contact centre’

Being Mr Motivator

October 12th, 2016

Quick tips for boosting motivation in the contact centre

  1. Lucky dip

Our outbound coordinator, Amy, introduced a lucky dip that Customer Care Advisors can take a go on after a particularly good call/meeting targets etc. The lucky dip could be a chocolate bar, being allowed to leave 5 minutes early, having his or her tea made for her for the rest of the day and so on. An inexpensive and fun way to reward and motivate teams.

  1. Employee of the Month

All our advisors are asked to nominate a peer for the Employee of the Month competition. They must give reasons as to why this person deserves the award and the nominee with the most votes win the award and a cash bonus. To maximise this activity we publish a selection of the nominations via internal email and on our Facebook page. It’s really nice to see what lovely things are said about one another.

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Why Contact Centre Scripts Have NOT Had Their Time…

July 21st, 2016

As an employee of a Contact Centre Specialist, a recent article discussing whether or not using scripts in the call centre has had its time naturally caught my eye. And while the article presents both sides of the argument, I feel an exploration into the depths of what the traditional ‘call script’ now encompasses is in order…

Yes, excellent customer service is essential, a differentiator, but to achieve that great service first comes meeting all the requirements and obligations. It doesn’t matter a jot if the Customer Care Advisor provides the most excellent service I’ve ever had, if they have to call me back the next day because they didn’t take down the necessary details or the call takes an hour because they have to juggle numerous applications to answer my query, I won’t be using them again.

Upselling

Part of our organisation is our outsourced bureau contact centre. We provide an extensive range of services for companies of varying sizes and from different sectors. All client interactions are responded to using our scripting solution, created in-house 15 years ago. One of the most basic, but valuable functions incorporated into specific script campaigns is upselling options.

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Bringing Advisors and Customers Together

January 29th, 2015

Empower your advisors and give them the confidence to engage with the customer.

When customers call into a contact centre, they are expecting a quick, efficient and polite service. This should be the minimum level of service that any contact centre is providing. What makes a customer’s day is when the person they interact with is friendly, helpful and builds a rapport with them. It can really make the difference between a successful and unsuccessful call outcome.

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