Moving Beyond Average Handle Time (AHT): What Metrics Really Matter in Contact Centres
Introduction Average Handle Time has long been a standard contact centre metric, but focusing on AHT alone can undermine customer experience. The Limitations of AHT Reducing AHT often encourages rushed interactions, repeat contacts, and unresolved issues. Metrics That Matter More First Contact Resolution (FCR) Resolving issues the first time improves satisfaction and reduces overall contact […]
Why Outsourcing Customer Support Is a Strategic Response to Rising Minimum Wage Costs
Introduction Rising minimum wage requirements are placing increasing pressure on UK businesses. Maintaining in-house customer support teams is becoming more expensive, forcing organisations to seek sustainable alternatives. The Cost Challenge Higher wages, benefits, and compliance costs significantly increase the total cost of employing in-house teams. Outsourcing as a Strategic Solution Cost Predictability Outsourced models […]
The ROI of Outsourcing Customer Service for Businesses
Introduction Outsourcing customer service is no longer just a cost-cutting exercise. For many businesses, it is a strategic decision that delivers tangible returns on investment. Where ROI Comes From Reduced Operational Costs Outsourcing removes expenses related to recruitment, infrastructure, technology, and management overhead. Improved Performance Metrics Specialist CX providers focus exclusively on customer service, often […]
Why Employee Experience (EX) Impacts Customer Experience (CX): The Forgotten Link
Introduction Customer experience is often measured through metrics and technology, but one crucial factor is frequently overlooked: employee experience. In contact centres, agent engagement directly influences customer satisfaction. The EX–CX Connection Engaged employees are more motivated, empathetic, and effective. When agents feel supported, trained, and valued, they deliver better interactions and resolve issues more […]
How to Scale CX During Peak Seasons Without Compromising Quality
Introduction Peak seasons put customer experience teams under immense pressure. Increased volumes, heightened expectations, and limited internal capacity often result in longer wait times and frustrated customers. Scaling CX effectively during these periods requires strategic planning, not reactive hiring. Why Peak Season CX Matters Customer interactions during peak periods shape long-term brand perception. Poor experiences […]
Meet The Team – Quality Control Supervisor, Wendy Burgess
Meet The Team We asked Wendy Burgess, our Quality Control Supervisor a few questions to get to know her better. 1. What was your career background before joining BDM? Having trained as a dancer and working many years teaching, both abroad and in the UK, I developed great communication skills. Alongside this I worked in […]
Meet The Team – Contact Centre Manager, Becca Crane
Meet The Team We asked Becca Crane, our newly appointed Manager Business Outsourcing a few questions to get to know her better 1. What was your career background before joining BDM? Before joining BDM I had worked mainly in hospitality – so customer services has always been part of my working life. 2. Tell us […]
What will be the key focus for Call & Contact Centres in 2023?
What will be the key focus for Call & Contact Centres in 2023 – Thoughts from our MD, Sharon Powell. With 2023 upon us we asked our Managing Director, Sharon Powell to share her thoughts on what the new year will bring for Call & Contact Centres. Following the success of last year BDM CX’s […]
Considering Outsourcing Your Customer Contact Services?
When you invest in agents and their overall engagement, you will see a significant correlation between agent engagement and higher performance, better customer satisfaction, and a positive working culture.
Why Call Centre Agent engagement matters
When you invest in agents and their overall engagement, you will see a significant correlation between agent engagement and higher performance, better customer satisfaction, and a positive working culture.
