Best calling times?
February 24, 2010
Is there is best calling time for outbound calls? The answers to this are many and varied. It all depends on your target audience and the service or product you are offering. B2B calling times tend to be business hours as you would expect peaking in the late afternoon. According to statistics, calls made offering services and products to the general public are most likely to be successful between the hours of five and seven o’clock in the evening. As I said before though, there does not seem to be a definite time for optimum calling so perhaps sometimes it is just the luck of the draw.
Statistics – Statistics – Statistics
February 22, 2010
Many companies rely on statistics such as number of calls, wrap up times, length of time on call etc. The question is how much do we actually get from these figures. You may have a telemarketer making 150 calls a day against another working in the same department making 100 calls a day. Looking at the figures it appears the first is working fifty percent harder. The actual result of these calls paints a very different picture if we then find that the agent with the lowest number of calls has a greater success rate. The lesson to be learned here is if we are going to use statistics we need to interpret them correctly and remember all is not always what it seems.
Virtualisation – Is this the end of contact centres as we know them?
February 15, 2010
There are many articles on the web today looking at the rise of virtual call centres and smaller satellite groups spread through a localised area and accessing the data through cloud computing. This is a subject that does not want to go away and will probably have us debating for years to come. In my opinion this is a step in the wrong direction. Call centres apart from being somewhere you just go to work have a social aspect to them, you feel part of a team and in some way part of a community. There is then the motivation aspect how do you motivate people who are on their own at home – via E-mail or through whatever software package you happen to be using? These are only a couple of drawbacks but there are many more.
Any Comments
Is your call centre dealing with complaints?
February 11, 2010
![mad face[1]](http://www.teamtelemarketing.co.uk/telemarketing-news/wp-content/uploads/2010/02/mad-face1-150x150.jpg "mad face[1]")
Recent surveys have shown that in many cases complaints made to call centres are not being dealt with correctly if at all. This is one of the main bugbears for customers and some cases in the service industry have led to them switching suppliers. Call centres and telemarketing agencies need to make sure that complaints are dealt with quickly and efficiently by their agents and the customer needs to know this is happening and that they are being taken seriously. If you went into a shop to buy a pair of Jeans and the service was sloppy and you weren’t dealt with in a courteous manner you wouldn’t go back would you? The same logic applies to call centres and telemarketing agencies.
Mascots and Marketing
February 10, 2010
When it comes to marketing mascots seem to be the flavour of the decade. The most popular marketing mascots at the moment being the insurance dog “Churchill” and compare the markets campaign – “compare” the meerkat featuring “Alexandra” the meerkat. The genius of these adverts cannot be underestimated and will no doubt make the companies involved a small fortune. It has to be said that in the case of one particular advert, having a puppet, playing a puppet, bashing another puppet asking about “cheap car insurance” has to be worth some kind of award and will definitely stick in the mind.