Call Centre Helper

Latest on the Forum

Five tips to improve customer retention

Chris Summers shares five ways to help improve customer retention. 

These tips can provide a valuable lesson to businesses on how to survive even in the most turbulent times. (Read more…)

“I know what my problems are…but I don’t know how to solve them”

Graham Chick makes the case for live on-call monitoring. (Read more…)

Free Webinar: Improving Forecast Accuracy

It’s a tough job trying to match the level of staff with the volume of calls.  After all, the moment that a customer tries to contact you is dependent upon a wide variety of factors.

So how do you ensure that you can make contact centre forecasts as accurate as possible?

Join us for this interactive webinar on Thursday 17th May at 1.00pm to find out more. Click here to register (Read more…)

Olympics jobs boost for Scottish contact centre

Aberdeenshire and Angus-based contact centre operator Journeycall is recruiting up to 50 new staff to handle an expected leap in Olympics-related customer calls. (Read more…)

Spotlight on call centres – May 2012

In this feature we bring you news of the different activities that call and contact centres around the country are getting involved in.

This month we include Tesco, SWALEC, Fusion, LV=, EDF Energy and 2Touch. (Read more…)

Connecting your field-based workers with your contact centre

Giving your customers the best service experience relies on old adversaries, the contact centre and the field worker, working closely together.  mplsystems share their top tips. (Read more…)

Serco supports Charity Cycle Ride aiming to raise £2m

Serco is one of the key sponsors of the Dallaglio Flintoff Cycle Slam – a 2,872km cycle ride across Europe – aiming to raise £2m for charity. (Read more…)

Publisher streamlines its contact centre operations

Johnston Press, one of the leading publishers of regional newspapers in the UK and Ireland, has steamlined it’s contact centre operation thanks to Interactive Intelligence. (Read more…)

Netcall’s solutions now deployed in half of London councils

Netcall has signed a contract to supply an intelligent call-handling solution to Elevate East London, which provides customer services on behalf of the London Borough of Barking and Dagenham. (Read more…)

The Call Centre Hall of Fame

Call Centre Helper is looking for your best call centres, agents, or experiences for the ‘Call Centre Hall of Fame’ on Twitter. (Read more…)

Plantronics launches developer community

Plantronics have launched a full-scale developer community for smart headsets and context aware applications.  (Read more…)

Free Webinar – Making an Impact with your Voice

How your agents talk on the phone can have a massive impact on the quality of the service that you offer.  Although contact centres invest huge amounts on technology and training, one aspect often overlooked is the impact that the human voice can make on the telephone call.  Used well and it can build real rapport, used badly and it can result in poor customer service.

From building empathy with callers, to increasing sales volumes, the voice can be used as a highly effective tool.

Join us for this exciting webinar to see how you can improve that quality of your voice.  Click here to register. (Read more…)

Call centre staff help promote video game

Staff from Respondez call centre in Hartlepool danced up a storm when they joined staff from Ubisoft’s north-east studio, Reflections, to film a video to promote their computer game Just Dance 3 for Playstation Move. (Read more…)

Call Centre News round-up

Here is a quick round-up of the current call centre stories featured in the national and local press.

Detecting emotion in voice signals could help call centres battle fraud

A new system that can detect emotion in voice signals may help call centres battle fraud and negotiate deals. Guardian

Call centre jobs in Worcester could be saved

Talks have begun to save 400 threatened jobs at the Shop Direct call centre in Worcester. BBC News

999 call handlers move to new call centre

Manchester’s 999 emergency call handlers have moved into a new call centre in Whalley Range. Manchester Evening News

Skip hire firm takeover brings new call centre to Sunderland

Sunderland firm Rocktop Waste Management has been taken over by O’Brien Waste Recycling Solutions, who will open a new call centre. Sunderland Echo

Save Britain Money Group safeguards Swansea call centre jobs

The Save Britain Money Group has bought Cardiff telesales firm Veraco, safeguarding 150 call centre jobs in Cardiff and Swansea. BBC News (Read more…)

See it – Do it!

Encourage everyone that if they see something that is broken (for example a broken process) they take ownership to make sure that it is fixed. (Read more…)