Management

Call Centre Management

Seven deadly sins of call scripting

Are your scripts switching off your customers?
Scripts can be an easy way to ensure agents say the right thing at the right time. But they could also be switching your customers off. If your scripts are guilty of any of the seven deadly sins below, it could be time for a rewrite.

(Read more...)

The trials and tribulations of shift swaps

Agents find the option to swap shifts very useful, but for businesses, it can cause all sorts of trouble. Shift swaps can leave a call centre understaffed and unable to perform to targets, if organised badly. Matthew Brown looks at the trials and tribulations of swift swaps in the call centre.

(Read more...)

The Top Ten Customer Annoyances to Avoid

While eliminating customer annoyances may not double your client base overnight, it will help to secure your customers’ confidence in your abilities as a reliable, efficient service provider.
The following are the ten annoyances most likely to prevent your customers from returning to you for future business.
Avoid them like the plague.

(Read more...)

Five ways to share good customer feedback with the rest of the team

Customer compliment often reflects great service from a whole team. Good feedback is useless unless shared with a team. Even good feedback for individual agents can give others an insight into the level of service they should be aiming to give.
Here are a few suggestions on how to share feedback with the rest of the [...]

(Read more...)

5 tips to help manage an underperforming team

Have you got a team that is underperforming? Is poor teamwork producing lower results?
Are there frustrations that inhibit individuals’ effectiveness?
Martin Marris highlights some top tips that could help to make your team more than simply the sum of the parts.

(Read more...)

B is for Boss

Carolyn Blunt looks back at her career and identifies how we can all become better leaders.
It was 1998. A typical day for me in my role as team leader. I leave the office every night, my head in a spin after a day of heavy fire-fighting but without any feeling of real accomplishment. I try [...]

(Read more...)

How to set up an Olympics-based call centre game

The London 2012 Olympics will be the biggest sporting event in Britain for generations, and it provides the perfect opportunity for some exciting motivational games for the call centre.
Matthew Brown looks at how to set up an Olympic-themed call centre game.

(Read more...)