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Know Yourself Before You Look At Your Competitors

Many of us spend considerable time analysing what our competitors are up to (and we should be doing this!), however, we need to know what our own abilities are in detail before we do this. Only then we can effectively evaluate our proposition against theirs and look for ways of increasing service, value and ultimately influence customer loyalty.

Submit Tips

TIPS

Does your company have a policy for internet, e-mail, and personal telephone usage? If you do, is it clearly communicated to all staff? Spend some time (it doesn’t take long) to develop guidelines on what employees can and can’t do and also advise st... Read More...
December 4, 2020
 1
 2006 
Share
We all hate queuing and what sometimes makes matters worse is being bombarded with sales messages or music we don’t like. When was the last time you asked your callers what they would like? You may then cater for the majority, but how about going one... Read More...
December 3, 2020
 2722 
Share
It’s said that in the real estate business, there are three overriding considerations: Location, Location, and Location.

Businesses dedicated to building customer loyalty must also observe three L’s: Listen, Listen and Listen!

- Listen to the ... Read More...

December 2, 2020
 1
 1202 
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There are many ways to find potential suppliers – ask colleagues and friends, visit trade shows, look in our supplier’s directory, etc. Contact a maximum of 5 companies. At first contact, assess how YOUR call is dealt with. Ask yourself, "Is this wha... Read More...
December 1, 2020
 1
 2120 
Share
When you first meet with potential suppliers, have them sit in your contact center for around ½-1 hour and listen to the type of calls you are receiving/making. It would be a good idea to have them sit with 2 or 3 different agents so that they can ap... Read More...
November 30, 2020
 1576 
Share
When you have 2 or 3 proposals to review, review carefully what the company proposes to do for you and check their understanding of your requirements. Any good training company should give you at least an outline of the recommended programme so you c... Read More...
November 29, 2020
 1
 973 
Share
Now you have appointed a training company to work with you, sit down with them and make sure that everything you are looking for is built into their programmes. It’s best practice to review their materials before they start and you should make sure t... Read More...
November 28, 2020
 1
 1028 
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Make sure you regularly review the progress of the training programme with your own staff and with the training company. Ask for detailed feedback through evaluation questionnaires and also enquire what improvements can be made next time round – ther... Read More...
November 27, 2020
 1838 
Share
Last week we received our international calling cards from a major international telecoms company. Included in the pack was an invitation to win a holiday to Hawaii, London or Colorado. I thought I’d enter and completed the entry, wrote out the lette... Read More...
November 26, 2020
 1
 1833 
Share
Do you have only one service provider? What happens if that service provider fails to deliver to your expectations? Where does that leave you?

... probably with few options! It is advisable with any mission critical service (includes telephone se... Read More...

November 25, 2020
 1

Redundancy is very important. It is not a question of if, it is a question of when there will be trouble with your system. Having a back up service provider is beneficial in multiple ways. Allows the end user to test drive another carrier, all the while insuring your phones are up and producing.

April 18, 2018 12:06 PM EST
 2200 
Share
If you, like more and more contact centers these days, only give access to data when a caller states their passcode, build in an exception procedure to allow customers who were not asked for passcodes when they first signed up. An example we came acr... Read More...
November 24, 2020
 2046 
Share
When you are looking for new staff try and make your advert stand out from the crowd. Provide sufficient information to avoid attracting the wrong candidates and make it easy for potential employees to respond – use toll free / freephone numbers to e... Read More...
November 23, 2020
 1941 
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When we received new dial up software from a major Internet company, we followed the instructions to the word yet failed to establish a connection. So, like any normal customer, we looked at the accompanying information and came across an installatio... Read More...
November 22, 2020
 2087 
Share
When ever you are embarking on a mission critical activity such as upgrading a new telephone system, moving offices, launching a new web site, etc., ask for a service contract which states the agreed timescales and penalties if the deadlines are not ... Read More...
November 21, 2020
 1
 1859 
Share
Try giving your agents/reps regular knowledge tests to see how much they know!

Cover all aspects of what they need to know including some basic questions. Produce regular league tables and reward those who do well.
Read More...

November 20, 2020
 1802 
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How many times do callers to your center have to repeat information such as account number or purpose of the contact? We called a sample of major corporations to find that often the same piece of information is asked for every time the call is transf... Read More...
November 19, 2020
 1
 1815 
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Showing 1 - 16 of 1295 items
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