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7 call centre best practices you should be focused on

6 Oct 2022 in

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?

Pulse Check: Energy companies inundated with calls due to price hikes

5 Oct 2022 in

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.  

The growing importance of call insight data in the financial services industry

28 Sep 2022 in

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...

5 essential skills to set your call centre agents up for success

22 Sep 2022 in

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.

Automotive dealers must be plugged in to what their customers want

14 Sep 2022 in

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.

How to Track Phone Calls in Google Analytics

6 Sep 2022 in

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...

How to increase your call centre sales using call quality monitoring

22 Aug 2022 in

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?

Call centre selling: 4 innovative and creative strategies to sell

15 Aug 2022 in

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...

How to close a phone sale: 6 tactics that work

8 Aug 2022 in

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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