Articles

  • 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...
  • Why 24-hour call handling is the answer to your customer care issues
    While standard business hours are typically 9 till 5, an increasing number of businesses are now offering 24-hour care to their customers. For product-based businesses in particular, round-the-clock call answering provides a direct route to support, enabling customers to get the ...
  • How does a call centre work?
    As well as relying on professionally trained staff, call centres call on various teams, technology and processes to provide results. As consumers we’ve all used a call centre at some point or another, but what really goes on behind the scenes? From the minute the phone is picke...
  • A guide to call centre metrics and KPIS
    Whatever the size or niche of your company, the customer care you deliver to the people buying your products or services is what really defines your offering as a business. As the cornerstone of the business world, customer service can shape the consumer journey, brand loyalty an...