As reported in Brand Republic and national newspapers, Colette Bowe, the incoming chair for Ofcom has called for the current maximum fine to be increased from 50,000 pounds. Dr Bowe will become Ofcom chairman later this year …. so the call centre industry needs to be ready for scrutiny!
Archive for January, 2009
More predictive dialler regulation on its way?
Wednesday, January 14th, 2009New year resolutions?
Sunday, January 11th, 2009We’ve offered suggestion’s for ‘New Year Resolutions’ over on callcentrehelper.com.
Focus on the back office
Organisations will start to look at how they can apply the rigour of call centre process to increase efficiency in the back office. Measuring and regulating back-office activity will allow businesses to ensure that call centre agents are properly supported by swiftly delivering on customer promises building customer satisfaction and loyalty in what’s likely to be a tough year for many of us.
Improve productivity by applying call blending principles to other media
As an industry we’ve been getting to grips with inbound-outbound call blending over recent years, so in 2009 we should turn to blending telephone calls with other media, such as email and text messages. Getting agents to deal with other customer media whilst still being available to handle the immediate demands of telephone calls, will optimise contact centre productivity.
You can read more here
Is outbound call handling under control?
Friday, January 9th, 2009It is estimated that around 1 million people are employed in call centres in the United Kingdom. Around 40% of call centre activity is outbound. Do the maths; make allowance for part-time working, holidays and so on – and a conservative calculation shows that outbound call centre activity adds up to 60 million days a year.
If you run a manual outbound operation the chances are that you will have little or no idea how that time is spent. Dialler automation changes all that by providing detailed information about activity and performance:
- How many calls have you made?
- Who is making the calls?
- How long does each call take?
- What’s the after-call administrative overhead?
- When is the best time to reach your audience?
Our consulting service, rostrvm Prophet, will identify opportunities to quickly and easily enhance call centre performance. Why not contact us to find out how rostrvm Outbound can help you
Blending in the call centre
Tuesday, January 6th, 2009Contact blending is one of those things that seems, at first glance, very attractive. However, when you look at the detail it really needs some thought and analysis to make sure it delivers the benefits you expect ; for example if you are looking to blend inbound and outbound calls how are staff rewarded? Do you blend calls all the time or only outside peak traffic periods? When are the peaks?
And as multimedia contact has really started to build in volume (Have you counted how many emails you handle recently?) perhaps this is the year to implement blending across multiple media and tasks
rostrvm ResourceBroker provides the technology to support intelligent task blending backed by our consulting service, rostrvm Prophet, to help you to find out whether blending can work for you. To learn more why not contact us.
