What is the future of customer contact for your business?
Inbound calls are by far the most powerful channel for generating additional revenue.
Opportunities to upsell to a higher service or purchase a service plan often arise when a customer makes contact to book a regular service or find out the location of a nearest branch.
How the Automotive Industry can drive profit from Inbound Customer Contact
Inbound calls are by far the most powerful channel for generating additional revenue.
Opportunities to upsell to a higher service or purchase a service plan often arise when a customer makes contact to book a regular service or find out the location of a nearest branch.
A Business Process Outsourcing organisation is a multi-media extension of your business
A Business Process Outsourcing Company or BPO is not just a call centre, it works as an extension to a client’s business and more importantly as part of their team. A call centre is mainly focused on resolving customer queries and although it is a subset of a BPO company it usually involves only phone work. A BPO includes call centre services along with other outsourced back-office tasks ensuring a customer focus driving service.
How Businesses Have to Adapt to Today’s Customer Service Needs
Omnichannel and Multichannel. Words often thrown around in the customer service industry, but, what do they mean? To cut to the point, it means providing exceptional customer service and ensuring your business is communicating with customers in a way that works for them.
Opening Hours Expectations for a Customer Focused Contact Centre
If your business operates a customer contact centre, either outsourced or in-house, how do you refine and define your operating hours to meet the ever-changing needs of your customers?
Do you work on a traditional 9 to 5 Monday to Friday model? Or have you adapted to have an 8 to 6 Monday to Saturday model? Or do you even offer 7 days a week 8 am to 8 pm operation?
The Importance of Using Names in Customer Communication
When we meet somebody new, one of the very first things we do is offer our name. It’s one of the most basic ways of forming a relationship, and creates an immediate sense of familiarity- somebody’s name is a key part of their identity. But how does this translate to conversations we have on the phone?
Dos & Dont’s of Contact Centre on Hold Music & Messages
An often forgotten aspect of a customers’ contact centre experience falls by the wayside: the music or messages they hear while on hold. In this article, we evaluate the Dos and Don’ts of on-hold music or messaging.
How WhatsApp Can Keep Your Contact Centre Agile
WhatsApp messaging is gaining momentum more than ever before, and for a good reason. WhatsApp messaging is now outpacing other communication channels in several ways, find out how in our latest article.
Meet our MD
I sat down with our Managing Director, Sharon Powell, to ask about her inspirations, aspirations, the future of customer contact and what success for BDM means to her.
How To Reduce Your Average Call Handling Time
Average Handle Time (AHT) is one of the most critical call centre metrics that measures the average duration of contact between an agent and a customer. It assesses the efficiency of a call centre to improve agents productivity and customer satisfaction. Maintaining a low AHT signifies good performance and hence boosts customer satisfaction.
