Call centres aren’t just about telemarketing. Some are service oriented in more ways than one, as a recent story from Wales goes to show. The Vale council’s contact centre, C1V, is the provider of round-the-clock emergency services for local residents, and now it will provide emergency assistance for the airport in the event of an […]
Sony Europe’s Consumer Electronics division is now using a pan-Europe contact centre implemented jointly by Sword Ciboodle and Dimension Data. These call centres provide support for telemarketing pre-sales, post-sales, and repairs. The software engine used for the call centre is Sword Ciboodle’s CRM software. All Sony operations in Europe are now using the system, which […]
Call centres use a lot of headsets. Did you know that managing your telemarketing centre’s headset inventory can save you thousands of dollars a year on needlessly replaced equipment? All your headsets have warranties and service schedules, but does anyone in your organisation have any usable records of this information? Some may think it isn’t […]
Telemarketing good practices are no different from any good business practices. Here are four classics: Set concrete goals for marketing programs by defining what you want to gain. Make your goals clear, realistic, and measurable. Track and understand customer data so that you know who your most profitable customers are. You want to know the […]
The year 2012 is the target time frame of a majority of European organisations unified communications (UC) platforms, according to a recent survey. Aspect, a vendor of UC technology, surveyed 237 companies located in 13 European countries on their UC plans and perceptions. UC is the integration of real time communications like telephony, instant messaging, […]
One of the latest telemarketing scams comes in the wake, so to speak, of the BP oil spill in the Gulf of Mexico. Scam artists are busy trying to impress people with hot stock tips concerning companies with new clean-up technologies. This particular telemarketing scam is just the latest variation in the well-worn “pump and […]
If your telemarketing centre experiences a “summertime lull,” you may wonder if it’s worth the effort to keep sales figures up during these slow months. But the calls you don’t make are sales you won’t get. Sure, many people go on holiday in the summer, but there are ways around the summer lull. Keeping in […]
Regular refresher training for telemarketing workers is a good idea, and summertime may be the ideal time for it, due to the high number of people away on holiday and therefore unavailable. Sometimes, in the thick of day-to-day calling, it is easy to forget some of the underlying fundamentals of telemarketing training. For instance, it […]
Call centres could soon be using Tweets as well as SMS, voice calls, and emails as a means of improved customer service operations. IPscape, an Australian cloud-based vendor of telemarketing contact centre products now has a beta release product that uses Twitter as part of its multi-channel solution for contact centre technology. With this capability, contact centre […]
An online site for call centres published an article about conversational selling. One point made in the article relates to the use of conversational selling rather than the use of scripts. I have discussed this in a previous blog entitled “Call Centre Scripting”. People tend to know when the person on the other end of […]
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