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In order to increase turnover, it’s vital that companies listen to feedback from clients and customers. By monitoring customer comments and sales trends, businesses can identify what’s working and what may be problem areas. Frequent customer queries or complaints regarding the same matter, for example, may point to a problem...

If you already have an in-house customer service team, you may need to consider external support during peak hours. Whilst it wouldn’t be cost-effective to expand your team and have advisors sitting waiting for the call to ring, you do need to ensure that customers can access a representative without...

Although the internet has made businesses more accessible than ever, most customers still want to be able to contact companies via the telephone. In addition to this, standard 9-5pm business hours rarely meet customer expectations these days. With many consumers willing to pay extra for a product or service if...

In the retail sector there's generally no quiet period as throughout the year different seasonal launches, sales periods and of course Christmas keep your teams super busy. Any retailer understands the crucial importance of excellent customer service, and with new brands emerging on and offline every day, there's never been...

Expert outsourced customer service brings three big benefits to your business; reduced costs, improved productivity and improved client retention. So, when should you decide to outsource, and how do you choose the right provider? When to outsource You should seriously consider outsourcing your customer service when: • Your existing team...

Whilst some industries can operate on a strictly 9-5 basis, these are few and far between. These days, many businesses need to offer 24 hour customer support in order to stay competitive. With many consumers expecting to be able to contact companies at any time, it’s vital that businesses respond...