4 phrases call centre agents should avoid at all costs

When training call centre agents, a lot of emphasis goes into exactly what they SHOULD say. Scripts and prompts are often put in place to ensure that the right things are said at the right time. These are valuable methods, but it is also important to ensure that staff know...
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What to do when the customer ISN’T always right

It is a famous saying; the customer is always right. This phrase is used to promote quality customer service in all industries, with the intentions of always making sure that the customer is happy. However, in some incidences leading the customer to believe they are right when they're not can...
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Benefits of an outsourced telephone service

Outsourcing your business calls to a live telephone answering service provides small and medium-sized businesses with a variety of advantages. Some of the benefits associated with an outsourced telephone answering service are discussed below. Benefits of outsourcing telephone answering services Many small to mid-sized businesses receive hundreds of calls weekly...
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Is your business meeting customer expectations?

Loyal customers are the beating heart of any business; they are what help keep it alive. Creating happy customers who will stick by your brand and use you time and time again requires a lot more than offering great products or service. It comes down to their customer service experience,...
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The true cost of bad customer service

In almost every business, customer service is paramount to ensure your company is successful. But the true cost of bad customer service is often underestimated. For contact centres in particular, customer service needs to be of the highest possible standard. As the point of contact for people who are confused,...
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