Articles

  • Are you suffering from workaholism?
    We all take pride in our work, but some find it difficult to draw a line between their professional and personal lives. If you habitually stay late at the office, always keep one eye on your emails and struggle to switch off at night, there’s a high possibility you could be a w...
  • How to shrink your stress levels without hurting your salary
    In a recent survey carried out by UK call-handling specialists CALLCARE, 64% of respondents felt that their salary wasn’t high enough to match the stress of their job. With the economic pressure on UK businesses following 2016’s EU referendum, businesses are more cautious abo...
  • What kind of leader are you?
    There’s no one right way to be a good leader. From those who nurture talent to those with the highest expectations, leaders who believe in encouraging debate and leaders who think collaboration is the way forward, there’s a number of different ways you can lead a team and ins...
  • 6 tips for a call centre interview
    Interested in getting a job at a call centre? We don’t blame you. Some 4% of the UK’s workforce are employed in call centres, and this figure is only set to grow as the sector continues to go from strength to strength. In addition to the demand for high quality, customer cent...
  • 5 lifelong skills you’ll learn from working in a call centre
    The way call centres work has evolved significantly in recent years, with the technology used becoming more sophisticated than ever. But despite these advancements, call centre managers and staff still need to be at the top of their game to meet the needs of the customers. As a r...
  • City, University of London test their switchboard before UCAS clearing
    Every A-level results day, thousands of young people up and down the country contact universities to try and get a place on their course. To be fully prepared for this, City, University of London needed to test the capabilities of their switchboard and their staff at managing a h...
  • Five ways to effectively deal with staff sickness in a call centre
    It’s easy to see staff sickness as an individual’s problem. But doing so serves to hide the root causes of absenteeism – and to mask its true scale and the cost to your organisation. We all know that days off due to sickness and injury can create problems with meeting deadl...
  • What is a call centre? Facts vs myths
    Call centres have a bad reputation globally, but not everyone really understands what one is and what goes on behind the scenes. A call centre is an office environment that receives large volumes of phone calls. Many call centres provide outsourced solutions for companies that do...
  • Five qualities of a successful call centre agent
    Providing the highest standard of customer service is crucial to every business’s success. After all, without great customer care, those you target just won’t convert to long-term, loyal customers. Call centre agents are often the first port of call for customers looking to l...
  • How to deal with difficult customers over the phone
    With some 60% of consumers making the decision not to do business with a brand in the face of just one poor customer-care experience, according to the 2016 Microsoft State of Global Customer Service Report, the customer service you offer as a company is integral to long-term succ...