Insights & Blog

pci dss compliance requirements
Data Protection & Compliance

How to Ensure Your Contact Centre is PCI DSS Compliant

Contact centres process millions of card transactions every day and are highly exposed to fraud – mitigating risk to your customers and business is vital. To combat this threat, the leading card operators joined forces to create industry-wide requirements and PCI DSS was born. We provide a checklist to help ensure your business is compliant and protected.

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contact centre optimisation
Outsourcing

Optimising Your Contact Centre During Peak Times

Whether you outsource your contact centre services or manage them in-house, it’s vital to plan ahead for peak times. Businesses that learn from past experiences and make data-led operational improvements welcome busy times with open arms – and foster a loyal customer base. We offer some expert tips so you can be there when your customers need you.

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non-geographic numbers
Data Protection & Compliance

Changes to Non-geographic Telephone Numbers

From 1st July Ofcom are introducing important changes to Freephone and non-geographic numbers. These are considered to be the most important changes to happen to UK telephone numbers in over a decade and it is vital that businesses are prepared. We outline the reasons for the changes, who they affect and what you need to do to ensure compliance.

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IVR contact centre
Call Centre Services

IVR Best Practice

Implemented correctly, technology greatly benefits contact centre service providers, their clients and customers. Efforts to streamline processes and reduce costs, however, should never be to the detriment of customer experience. IVR processes have achieved notoriety for flouting this simple rule. We look at how to make it work for your business and customers.

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web chat
Call Centre Services

The Insiders’ Guide to Web Chat in the Contact Centre

In its 2014 Contact Centre Guide, Contact Babel reported a 60% increase in the volume of web chats handled by UK contact centres. The resulting 250 million web-based conversations provided customers and brands with a convenient, low-cost forum to give and receive services. Our handy Insiders’ Guide will help you make it work for your business.

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customer service 2014
Customer Service

Customer Service Review 2014

2014 was a good year for customer service. Trust signifiers ruled and feedback sites were the places to go to triage your purchasing decisions. Accessibility remained a top concern for businesses, clambering to be in the right place before the right time. We look at brands who made the news for good and bad reasons, plus trends in tech, social media and more.

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happy contact centre
Call Centre Services

Ensuring a Productive and Happy Contact Centre Environment

According to analyst ContactBabel, 5,675 UK call centres employ 1,125,000 people. Keeping that 3.9% of the UK’s working population motivated and contented is no small feat. We examine some factors – from training and development opportunities to environment – that contribute to a happy workplace, engaged and productive staff and happy clients.

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bad customer service examples
Customer Service

When Customer Service Becomes Creepy

Ever been subjected to horrific customer service? Received inappropriately targeted promotions? If you own a phone or use email chances are that’s a yes. As the twin henchmen of sales and marketing escort us along the path to customer satisfaction, we are treated to good and abysmal experiences. Here’s a few examples that got us giggling.

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product returns management
Call Centre Services

The Point of No Return. How Your Contact Centre Can Help Reduce Product Returns

Product returns cost UK retailers up to £100m each year. 40% of clothing and between 5% and 10% of electrical goods bought online, or from catalogues, are returned in January each year. From staff training, social media, specialist support lines and more we offer tips on ways to better manage returns via your customer service and contact centre channels.

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Peter Christian wins best menswear
Outsourcing

Peter Christian Scoops Best Menswear and Accessories at ECMOD Awards

We are delighted to announce that men’s clothing specialist and our valued client since 2009 was the deserving winner in the best Menswear and Accessories category at ECMOD Awards on the 5th June. Their focus on customer care has built them a loyal customer base and made them a well-respected retail name. Congratulations to all at Peter Christian.

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