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Inbound

03 Mar 2023

How to reduce average handle time in your call centre

Average handling time (AHT) is a key measure of the efficiency of your call centre. Very simply, the faster calls are dealt with, the more you can get through and – theoretically – the happier your customers will be. We say theoretically, because there’s a caveat here. Reducing AHT mustn’t happen at the expense of...

Inbound

09 Jun 2022

How to write a call centre script in 6 easy steps

One of the simplest and most effective tools in your contact centre armoury is your call centre script. A call centre script is a set of predefined questions, responses and conversation pathways for agents to follow when communicating with customers over the phone.  This helps agents communicate confidently and effectively with customers, no matter how little...

Finance

17 Aug 2021

The real cost of not having a payment IVR for credit and collections

A few years ago, IVRs (Interactive voice response) were not much loved by consumers, and even today, poorly implemented systems can leave callers fuming on the other end of the phone. But as customers have got more used to talking to technology (think Alexa, Google Assistant and more), and IVR systems have got more sophisticated,...

Inbound

30 Aug 2019

UK industries make more use of cloud contact centre technologies

Call centres are an important part of many UK industries, but a recent report from ContactBabel revealed which sectors employ the most contact centre call agents and the growing use of cloud contact centre technologies across the board. The study, UK Contact Centres: 2019-2023, sheds some light on the way different UK industries make use...

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