Articles

  • 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...
  • The five golden rules of call handling
    Great customer service is at the centre of every brand. Whether you’re a startup company or an established market leader, providing a good customer journey should be a vital part of operations. Every call your company receives is important, and every call centre staff member ca...
  • Five ideas to motivate call centre employees
    From the obvious to the more unusual ideas, keeping staff motivated can mean the difference between high results and high staff turnover rates. According to a report compiled by the Chartered Institute of Personnel and Development (CIPD), just 35% of employees felt highly motivat...
  • Are job descriptions the be all and end all when delegating?
    It happens all the time in growing businesses, doesn’t it? There are those tasks that either already exist, suddenly crop up, or begin to emerge – the tasks that simply don’t fit naturally into anyone’s role. So what do we do as managers or business owners? And how should...
  • What do SMEs need – and how can a virtual receptionist help?
    In a recent survey by Liberis, the concerns and aspirations of 200 UK SMEs for business growth in the coming year were clearly spelled out. What do SMEs need – and how can a virtual receptionist help them to achieve this? First let’s look at the challenges SME business owners...
  • 5 small-business needs a virtual receptionist will answer
    It’s a sure sign your business plans are working: that office phone never stops ringing with new enquiries. But who’s there to answer them? And is there enough time to nurture all those new leads? Are you capturing all the opportunities that are trying to get through? Success...