Knowledge centre posts

Avoid Chinese Whispers

Improving your Image via the Phone isn’t hard to do. But it is even easier to damage it through slack, impatient or inconsiderate handling of phone calls. Even if your people haven’t been taught the key skills to help improve your ‘brand’, you can at least ensure they maintain the status quo and don’t do damage to it. …

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Telemarketing B2B : the USA experience

Growing businesses require the capabilities of various marketing channels for ensuring success of their promotional activities. Telemarketing is one such strategy that seeks to boost sales by bridging the gap between prospective customers (consumers and business) and the seller. Telemarketing is an extremely useful promotional tool, particularly for retention and acquisition of customers, product sales, …

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10 Tips to improve call centre phone handling

Despite the fact that seven in ten people prefer the phone to any other contact method,  there are some common errors that companies continue to make in their customer contact operations. 1.  Communicate the goal Define and measure five contact-handling performance targets for phone, correspondence and face-to-face communication,  e.g. to answer 90% of incoming calls …

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