Photo by Arlington Research on Unsplash It is no longer news that call centres or contact centres have a high attrition rate. A recent survey discovered an average of 42%, while other authorities put it at between 30-45%, with many centres experiencing a much higher figure. Not only is this a problem for the contact centre; it is a challenge … Continue reading Can we resolve the high attrition rates in Contact Centers?
Category: Leadership
No one is Self-made
Photo by Jehyun Sung on Unsplash 2 Chronicles 27:6 speaks to every person seeking to achieve great things: "Jotham grew powerful because he walked steadfastly before the LORD his God. "(NIV) The source of his greatness was clear. It was from God. And he needed to learn this. His father Uzziah was a great king … Continue reading No one is Self-made
How my Faith helps me serve Customers
Photo by Joyce Busola on Unsplash Since the latter decades of the twentieth century, customer service has become crucial among businesses worldwide. Companies increasingly understand that it is not enough to provide an excellent product. Getting the product across to customers, and the interaction with these customers both during and after the sale, are equally, … Continue reading How my Faith helps me serve Customers
Leading a Call Centre
Photo by Arlington Research on Unsplash Someone recently reached out to me on LinkedIn for advice on taking up a role as a call centre supervisor. Here are a few points I could offer from my limited but growing experience. I hope many others find it helpful. 1. Begin with a clear vision What do … Continue reading Leading a Call Centre
Give your best daily
I shared the below words with the call centre team that I work with. I'm hopeful that many others will find them helpful. When I began my first job, I was introduced to the company's motto: "We do not go to sleep, we do not hang up the phone, until the customer says, 'Thank you'." … Continue reading Give your best daily
The most vital stat for your Business
Dear Business Owner, You might be worried that your sales volume has plummeted or that the percentage of calls presented and picked in your call centre has declined. Be not dismayed. There's probably one stat you are overlooking. Globally, we are in a time of crisis. With over a million infected and 69,000+ dead, every … Continue reading The most vital stat for your Business
Designing a Customer Service Strategy
A customer service strategy is your roadmap describing how your organization or business will provide excellent service to your customers. While this strategy will be largely driven by your customer service team, it requires company-wide support and adoption. Here we go. 1. Set a compelling vision I'll begin with a vision, which captures the future … Continue reading Designing a Customer Service Strategy
The Power of Listening
Sometime ago, some missionaries set out to evangelise a certain village. They had obtained funds and resources to establish schools, clinics, and a host of other facilities for the people. This was the normal pattern for missions. So they set out for the village. On getting there, they informed the people about their projects. They … Continue reading The Power of Listening
Dayo Adewoye 