The reasons why New Zealanders don’t commonly use voice recording are pretty straight forward. However, there are many technology platforms, which the rest-of-the-world use to their benefit, which NZ businesses can’t even start to entertain. Is it all to do with our size and scalability? Maybe so. Laurie Smith, Director of CRM Consulting, spends a …
Why New Zealand Call Centres Don’t Use Call Recording? Read More »
Don’t conference on a speaker phone – use the real thing You may think that you have a perfectly good speaker phone on your desk to use for conferences but is it really that good? If you ask the other people in the room or those on the end of the phone, they would probably …
Speaker Phones vs Conference Phones – Effective Communication Read More »
In today’s economic climate most of us are trying to keep our operational costs to a minimum, while trying to balance adequate service levels. Normally, when you cut costs there is a trade off with the level of service that you can offer. However, in call centres or customer service teams, there is something that …
How to Save Money and have Happier Staff and Customers for FREE Read More »
In another article we talked about FCR or first call resolution – which simply means getting it right for customers the first time they call. We also came to the conclusion that if you can ‘get it right the first time’ you will increase your customer satisfaction levels, decrease operational costs and have more repeat …
Call Centre Metrics – What is First Call Resolution? Read More »
Most corded headsets require a cord to connect to your telephone or computer. To connect to your computer, this is pretty straight forward, you either select a direct connect USB headset or select the connecting cord with the USB option. If you are using a soft phone only and the headset is only to connect …
How to choose the right cord for your wired headset? Read More »
A headset can attach to different phones. There are many different brands of headsets. The two world-leading brands are Jabra and Plantrontics. Headsets can be used to connect to phones, computers, tablets, laptops, and mobile phones. Sometimes one headset can connect to a phone, computer and mobile phone. To choose a headset for your phone, …
“One in five New Zealand consumers had a negative experience with their telco provider in the past year, with phone companies contributing one-third of all bad customer service experiences.” ONE News. We’ve all waited in the telephone queue to work out a service or technical issue with a service provider. It can be endless and …
What do kiwis expect in terms of customer service? Read More »
How well do you handle your inbound calls? It can be said that a tradesman is only as good as the tools he is using. This applies to your business as well. The telephone is inarguably the most important tool a business has, and so it should be used EFFECTIVELY. Good businesses will have robust …
Cold calling or sales calls using a script is harder than talking to a customer when they call you. It all depends on who you are calling and the reason you are calling. Despite this here are the top considerations to ensure your effectiveness when making cold calls. Know the reason why you are calling …
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