The company is still small enough for every staff member to be carefully nurtured to ensure maximum professionalism, which in turn leads to employee satisfaction and high staff morale.
All of this contributes to a level of service which is alive with energy and enthusiasm. Clients’ customers notice it when they ring. These are the people and the qualities which could be working for you and bringing your customer service to life.
Are you closing up over the holiday period? Changing hours? Running on skeleton staff? Do you need changes made to how we normally answer your calls? Maybe you're not a current customer, but are looking for someone to manage your calls while you take a well-deserved break?
Whatever your requirements are, First Contact can help!
Each business is different. What works for one, might not work for another. There's so many horror stories about call centres; excessive hold times, agents not understanding customers needs or not answering calls at all! How do you decide that a call centre is the right option for your business?
What are the different contact centre metrics that can be used, and how do you establish which are most important for your organisation?
Performance measurements in contact centres will vary from business to business; there’s no right or wrong way to measure performance. There isn’t a fixed set of metrics through which to evaluate a centre. One size doesn’t fit all.