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.
Which regional accent do you trust?
In a call centre environment, where the quality of a call hinges on the speaking and listening skills of the agent, voice and accent have an incredibly important role to play. Customers want the agent to be easy to understand, pleasant to speak with and demonstrating empathy. So, what role does accent really play in UK call centres?