6 Oct 2022 in Marketing
7 call centre best practices you should be focused on
If you’re responsible for call centres, you know that great customer service matters. Instinct alone tells us that we want to spend money with businesses who treat their customers right. But if we were to sit down and try to quantify what a great call centre is worth, how much are we talking?
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5 Oct 2022 in Marketing
Pulse Check: Energy companies inundated with calls due to price hikes
As temperatures plummet and the new energy price cap comes into effect on October 1st, our call tracking data shows that UK energy companies should expect significant spikes in consumer call volumes, related to the conversation around price cap increases.
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28 Sep 2022 in Marketing
The growing importance of call insight data in the financial services industry
Covid-19 was the ultimate operational sucker punch, testing financial service institution’s (FSIs) resilience in unprecedented ways. But now they are emerging even stronger. FSIs now have the conviction and power to overcome almost any challenge that comes their way, despite the complexity of their...
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22 Sep 2022 in Marketing
5 essential skills to set your call centre agents up for success
It’s every contact centre leader’s dream to have a team packed with high-flying agents that can effortlessly reduce handling times, boost conversion rates and delight every single customer, every time. By focusing on the right skills, your dreams could become reality.
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14 Sep 2022 in Marketing
Automotive dealers must be plugged in to what their customers want
There hasn’t been much good news for the automotive industry over the past two years. Brexit, Covid-19 and horrendous supply chain backlogs have seen growth in the sector stall.
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6 Sep 2022 in Digital Marketing
How to Track Phone Calls in Google Analytics
If your business relies on converting customers over the phone, it’s vital that you’re able to accurate log calls and conversions, as well as keeping an eye on where your leads are coming from. This becomes even more crucial if you’re running marketing campaigns online, in the hope of triggering...
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22 Aug 2022 in Marketing
How to increase your call centre sales using call quality monitoring
"This call is being recorded for quality and training purposes." We’re all familiar with the idea of monitoring calls, as consumers and businesses, but how can you use this kind of information to increase sales and improve the way your team handles customer calls?
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15 Aug 2022 in Marketing
Call centre selling: 4 innovative and creative strategies to sell
When the going gets tough, the tough get creative. Research has shown customer expectations are rising, with 90% of customers saying customer service is an important factor in their choice of, and loyalty to, businesses. It’s up to call centres and sales teams to go the extra mile if they want to...
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8 Aug 2022 in Marketing
How to close a phone sale: 6 tactics that work
The pressure is building for call centres to deliver bigger and better results. According to research by Gartner, companies are increasingly focused on providing value-added customer service and 82% have implemented or are planning to implement value enhanced strategies in their call centres.
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