Author Archives: admin

To Queue or Not To Queue


I hate queues. I think they scream out “We Don’t Care!” Whether is the queue at the petrol station when the person on the till goes wandering off and there aren’t enough people left to serve at a busy time of the day. Or whether it’s shop assistants that stand […]

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Out of Hours Call Answering


It’s been great to finally be in a position this week to move our operational hours to 9pm weekdays for out of hours call answering support for our clients. It’s been part of our plan for ages but just hasn’t been quite the right time to move to this without […]

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Plan Do Review Conclude


I went on a management away day over 10 years ago and these little four words have stuck with me since … Plan – Do – Review – Conclude I remember this management away day mainly because I had to help lift some heavyweight colleagues through tyres suspended from trees […]

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FREE TRIAL – Call Answering Service


Take advantage of a FREE TRIAL. Complete the following details and we will be in touch in further information

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Predicting inbound call volumes


Generally speaking it’s easier to predict larger call volumes in larger teams. Call centre or Contact Centre Managers have lots of proven, and reliable techniques for this along with resource planning. Some even use sophisticated software and calculations such as Erlang b c d etc. stuartpilbrow via Compfight In a […]

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Contingency arrangements for inbound call answering (Just in Case arrangement)


We know what it’s like. You’ve just done a mailshot or run a marketing campaign and on the day that you start to get calls someone calls in sick. Arghh! That’s all you need! Having an agency in place before the event means at the flick of a switch they […]

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Call Handling Remote Workers Given A Hard Time?


In the call answering and handling sector there are often articles, tips, news and warnings given about not using remote workers or home workers for call handling. I can understand why there are so many views like this as unprofessional call answering and handling can be awful! But the is […]

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Answering machines tell people you don’t care!


Some of our clients were muddling through with answering machines before they came over to us. We didn’t overly sell our services for call handling to these clients and it was a natural progression from telemarketing in most instances. Steven Perez via Compfight Having conversations about call answering was quite […]

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IVR’S


IVR stands for Interactive Voice Recognition and most people will recognise this if I say it is the system used for a “press 1 for this and 2 for that” kind of service. These can be great for self directing calls so that less calls require manual answering and direction. […]

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Caring about Inbound Calls


The reasons for caring about inbound calls may seem obvious but I am regularly surprised at the casual approach taken with regard to inbound calls. Holiday and sickness is not covered very well People are constantly on voicemail and customers get frustrated. (all those meetings!) It’s not appropriate to take […]

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