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
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Article : A Day In The Life Of Connie Barrow, Operations Director At Armchair Call Handling

#ContactCenterWorld

Connie Barrow, an Operations Director with Armchair Call Handling in the U.K. took time out of her busy schedule to allow us in. She writes about what occurs in a typical day within her job in Andover, Hampshire.

My name is Connie Barrow and I am the operations director at Armchair Call Handling. At Armchair, we are a contact centre that provides overflow reception services to thousands of businesses across the UK. Our offices are based in the UK in Andover, Hampshire.

I arrive in the office around 8:00 a.m. and put the kettle on, ready for a strong coffee. At this time the majority of our call centre staff haven’t yet started and the office is the quietest! The first item on the agenda is to catch up on emails that have come in overnight and get prepared for the day. In our contact centre we have around 50 staff in at one time which means it can get pretty busy. Now and then, a staff member will call in sick meaning it is my responsibility to find a replacement and ensure staffing levels are appropriate for the amount of calls we are expecting to receive that day.



After ensuring that the logistics of the call centre are accurate and everyone is ready and available to start answering calls, I move onto client liaison. As the Operations Director, I am often the point of contact for many of our larger clients. I specialise in customer services for the automotive industry meaning I’ve seen and heard just about everything when it comes to the automotive world! I check my emails and see there is a response from the dealer principal of a large motor dealership who I have been attempting to contact recently. He has requested a phone call so I give him a ring.

We discuss the possibility of running an outbound campaign on behalf of the dealership. They do not have the staff levels to actively call potential clients to book them in for MOT and servicing, and this is a speciality Armchair provides. We discuss his requirements from the campaign and I give him a detailed idea of what returns he can expect and reassure him of the professionalism and value of our service. In my role, it is really important to build a good relationship with our clients so that they trust our services. A receptionist is a vital role in any organisation and outsourcing it can be a big step; so I must always be approachable, helpful, honest and trustworthy. During the discussion, the client is keen to find out about the costs associated. As this is a large campaign, I need further input from our finance department in order to ensure I can agree on the best price possible for him.

On the opposite side of our open plan office, our finance department is situated and I brief them on the client’s requirements and request their input on a suitable pricing structure. After this is agreed, I then consult our marketing team who are able to create a formal and professional looking proposal that I can present back to the client.

After this is completed, it’s time for my second coffee of the day. I am called over by a member of our outbound team who is struggling to get to grips with a client CRM they are using for a customer survey campaign. We have a brief discussion and it is clear that the whole team could do with some further insight into the IT and software required for the campaign. I call a meeting and we head into a meeting room where it is a bit quieter. In the meeting I go over the CRM and the necessary actions. Staff have the opportunity to ask me any questions and by the end, they feel a lot more confident in making the calls.

By now, it is around lunchtime. In our contact centre, that’s the busiest period so it’s necessary to have all hands on deck. I help out our inbound team and log on to our IT system. I help answer the influx of calls, greeting callers, taking details and relaying messages to the most appropriate person or department. Every call is from a different company in a different industry, so the variety is great. It’s also nice to get involved with the core of our business now and then so I can stay up to date with any changes and developments.

In the afternoon, we receive a few more sales enquiries, so I help to set up the accounts and brief the staff of the nature of the calls we can expect and any other key details. Early afternoon, we have our weekly management meeting, where myself and other directors discuss the previous week. We evaluate any issues we’ve encountered and set targets for progression. It’s a good opportunity for us to catch up on each other’s tasks and plan ahead for the future of the company.

Towards the end of the day, I look at a report giving the figures for our inbound department. I am interested in the volume of calls we take, particular peaks in call times and the time it took for one of our receptionists to answer the phone. I match these against our expected targets. I also create a report for the outbound department to see the progress we’ve made and prioritise particular campaigns and calls for the following day.

Between all of this, I am still continuously checking my emails, answering calls and helping staff. As a busy business, it can sometimes get a bit manic! As the company primarily deal with telephone communication, I often find that our clients and their customers want answers immediately which now and then can be tricky. However, I really enjoy the variety of tasks I deal with and the huge range of people I get to interact with every day. I hold a lot of responsibility for the smooth and efficient running of the company, which means investing a lot of time and effort in getting to know the business, our clients and most importantly our staff.

#ContactCenterWorld


About Connie Barrow:
Connie Barrie is the Operations Director at Armchair Call Handling in the U.K.and is based out of Andover, Hampshire.

Today's Tip of the Day - Games Trainers Play

Read today's tip or listen to it on podcast.

Published: Wednesday, September 28, 2016

Printer Friendly Version Printer friendly version

2021 Buyers Guide Employee Engagement Solutions

 
1.) 
ContactCenterWorld

TopPlace2Work.com
Typical Problem!

In-house surveys can be time consuming, cumbersome at best and many staff often don't provide valid feedback as they fear ‘being too honest' with their employer for fear of retribution.

Even some 3rd party ‘managed' surveys can be challenging, costly and then there is no benchmark or significant value other than ‘managed by a 3rd party' approach, which leads to the problem of validity of data, security and integrity plus costs and time required by you.

The Solution!

TopPlace2Work is an easy to use program that allows you to gather valuable data on employee morale and engagement.
 

About us - in 60 seconds!

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 =