Contact centre agent

YOUR CONTACT CENTRE IS NOT THE PROBLEM BUT A SYMPTOM

Photo by Charanjeet Dhiman on Unsplash Contact Centres are often in the news. They receive much bad press, both from customers and company management. There are often complaints of missed and unreturned calls, rude and uncaring agents, ignorance of processes, delayed responses to mails, and many others.  The typical response is to drill down to specific  cases and … Continue reading YOUR CONTACT CENTRE IS NOT THE PROBLEM BUT A SYMPTOM

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

Focus on Value

Some days ago, I had a discussion with Charles Ifedi, a Nigerian technology entrepreneur, on how my organization has managed customer expectations and maintained positive experience during the coronavirus pandemic. Aside from relating how our 28-person call centre has coped at this time, both by working remotely as well as within the office premises, we also … Continue reading Focus on Value

Image of a pleased female employee

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