Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

Upcoming Events

TRAINING IN CONTACT CENTERS

How To Enter the 2020 Members' Choice Awards - For Vendors

HOW TO CELEBRATE INTERNATIONAL CONTACT CENTER WEEK

EMPLOYEE ENGAGEMENT

HOME AGENT TECH & ENVIRONMENTS

Complaints about nuisance calls are rising - help customers welcome your calls - Netcall - ContactCenterWorld.com Blog

Complaints about nuisance calls are rising - help customers welcome your calls

Complaints about nuisance calls are up 12.5% (Ofcom)

1 in 5 direct marketing calls is from an anonymous or false number. Rogue traders that break the law make it difficult for normal businesses. (Ofcom)

According to BBC Watchdog, the public now treat any call with suspicion. However contacting customers is essential to running any business. Organisations need to balance serving their customers as they meet the strict legal requirements.

Here are six things you can do to make sure that customers answer your call.

1. Stay Compliant

It is unlawful to make unsolicited sales and marketing calls to people registered with Telephone Preference Service (TPS). By listing their number, they are opting out of nuisance/direct marketing calls.
To do: To follow the law, ensure you do not make calls to listed numbers, customers who ask you not to call them or customers within 28 days of them registering.

2. Display your number

When you call you must always say who is calling and display your number to the person receiving the call - this is a legal requirement. You also need to provide a contact address or Freephone number if asked.
To do: Check your PABX, and ask your telephone systems provider to make the changes you need.

Just so you know - The law is more complicated for automated calls. People must specifically agree to receive this type of call. See our '6 steps to responsible and effective outbound' infographic.

3. Plan and offer value in every contact

Have a clear purpose that makes the call useful for the customer too. Have a support plan that provides help to customers. Make sure agents know what is expected and the goal of the call.
To do: Know exactly what every campaign is for and check for the most suitable time of day.

4. Data management

Are your customer records up to date? Save time and prevent waste. When your records are clean, outbound calling runs smoothly.
To do: Clean your records and give agents time to check and amend incorrect details.

5. Provide agents a guide to the process

Make sure that agents have all the information they need for every call. When the agent has a 360° view of customer details and the process they need to follow, they control the call from the start.
To do: Invest in agent guidance to improve success rates. Use a step-by-step agent guide to make the processes clear.

6. Always agent first

Plan your campaign calls. Screen pop customer details with the campaign to the agent before dialling.
To do: ‘Agent first’ delivers responsible calling. Stay clear of regulation and reputation concerns. Your agents will be confident and in control from the start.

Perhaps if there were no regulations it may be tempting to take a risk. Be responsible about managing your outbound calling processes.

Netcall will help you to be responsive AND compliant. Keep and grow your customer goodwill and loyalty.

To find out more, download our Outbound Campaigner product sheet, or get in touch.

Source: http://www.netcall.com/blog/nuisance-outbound-calling

Publish Date: January 18, 2017 5:00 AM


2020 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568

3.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878
 



View more from Netcall

Recent Blog Posts:
How to secure more budget for your contact centreMay 9, 2017 5:00 AM
Liberty Contact Centre is certified for Skype for Business Server 2015May 2, 2017 5:00 AM
4 best practices when moving your contact centre to the cloudApril 28, 2017 5:00 AM
Agent journey mapping: the secret to even better CX?April 18, 2017 5:00 AM
10 ways to improve customer experience - part 2April 11, 2017 5:00 AM
Complaints about nuisance calls are rising - help customers welcome your callsJanuary 18, 2017 5:00 AM
Three stages to achieve end-to-end customer experienceDecember 22, 2016 5:00 AM
3 Tech Investment Trends in Contact CentresDecember 15, 2016 5:00 AM
Identify individual training needs for each agent – without management burnoutNovember 28, 2016 5:00 AM
Three steps to matching customer expectationsAugust 15, 2016 5:00 AM
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 10118 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =