Customer Service| Page 2 of 3

Active Listening 101

Posted on 19/09/2016 by Devang Parikh

If you’ve ever worked in outbound sales – either telesales or in a face-to-face environment – you’ll know how easy it can be to slip into ‘autopilot’ when pitching new products or services to prospective customers. Likewise when we’re continually receiving similar responses, our brains can be tempted to pick and choose the information we’re

Posted in Customer Service

5 SIGNS IT’S TIME TO OUTSOURCE YOUR SALESFORCE

Posted on 05/08/2016 by Devang Parikh

Thinking it might be time to outsource your lead or sales generation calls? Here are five great reasons why you should be… You Want To Improve Your Customer Experience. Contrary to popular belief, hiring an external sales team can actually improve your customer experience journey. A good contact centre uses proven, regularly audited

Posted in Customer Service, Lead Generation

Why Don’t We Have More Remote Call Centre Operators?

Posted on 21/07/2016 by Devang Parikh

Back in 2010, the remote contact centre was being touted as the next big thing, a sure fire ticket to revolutionising the industry and future-proofing it for decades to come. Fast forward to today, and it’s the rare contact centre that offers the option of a work-from-home arrangement – let alone running an entire remote

Posted in Customer Service, Phone Calls, Sales

Retaining a Happy, High Performance Workforce

Posted on 08/07/2016 by Devang Parikh

One of the greatest challenges facing the contact centre industry continues to be the sourcing and retention of high quality staff. Although we’ve made great strides towards improving employee engagement over the past two decades, with staff turnover rates as high as 40% reported in Australia during the past five years, it’s clear that there’s

Posted in Contact Centre Culture, Customer Service, Retention