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 […]
The Value of Hybrid Contact Centres: Combining UK-Based and Offshore Teams
Introduction As customer expectations rise and operating costs increase, UK businesses are rethinking how they deliver customer experience. One model gaining significant traction is the hybrid contact centre: a strategic blend of UK-based teams and offshore customer support operations. This approach offers the best of both worlds, combining local market understanding with global scalability and […]
Beyond Average Handle Time (AHT): Rethinking Contact Centre Success
Historically, most contact centres have measured their performance by using conventional efficiency metrics – especially average handle time (AHT). This is the average amount of time an agent spends on any given customer interaction; whether it’s talk time, hold time, or any form of after-call work. Whilst this approach can have its uses, it can […]
The importance of Data Security in a Contact Centre
Contact centres are crucial for communication, customer service, and data management. Data breaches loom large, and regulations demand accountability, particularly in the UK, where laws like GDPR govern personal information handling. Therefore, it’s vital to secure data confidentiality and integrity in contact centres. Types of Data Security Hardware Security: In UK contact centres, hardware security […]
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.
