Telephone hacking is a fraudulent attempt by a hacker to gain unlawful remote access to a phone system. Attacks are often highly organised from an automated server and once accessed, fraudulent calls are connected and over a period of time run up call charges to the cost of potentially thousands. Typically these attacks will occur during out of office hours and are usually discovered after the event when it’s too late.
ICT leader NEC has welcomed a new reselling partner after recognising the expertise and skills of the team behind growing provider BDM Voice. The addition of BDM Voice forms part of NEC’s plan to deliver new approaches to how ICT services are managed for enterprises as they grow and go about daily operations.
BDM’s industry-leading critiquing of telephone calls through their ‘Reveal’ programme has recently been upgraded further. The unbiased, dispassionate evaluation of inbound and outbound calls has long been an industry leader. However recent developments have allowed BDM’s clients to even further understand their level of customer service delivery.
If you care about customer retention – call recording is a must. If your business deals directly on the phone with your client base, then your business has frequent ‘make or break’ opportunities to cultivate loyal, happy customers and generate further business. Read more “Why Should I Be Recording Business Calls?”
A sales teams fundamental requirement is to sell more cars more profitably. In order for them to do this it is vital they have a sales process that can help achieve this consistently and efficiently, whilst delivering the businesses standards of customer interaction. Read more “Evaluting the sales process”
These days, almost all organisations, companies and directory enquiries calls are contactable using a service number, generally starting in 08, 09 or118. Read more “The biggest change to telephone calls in over a decade”
If you’re a company operating in the Financial Services industry, you know only too well how important it is to operate within the FCA’s (Financial Conduct Authority) strict rules and regulatory framework! You’ll almost certainly know a thing or two about the importance of great quality, seamless customer service too!
Anyone who still uses mystery shopping needs to rethink their strategy and use of budget.
Time has moved on and we all know the excuses that sales people and management have come up with to justify poor customer service, as highlighted by a single visit or telephone call. Read more “How Call Recording Helps Management”
Our experience shows that, on average, dealers are wasting as many as 250 sales leads per site each month. That’s 250 wasted chances to sell a car. Those sales leads are wasted for a whole range of reasons, typically misjudgements by sales people, poor process, weak customer relationships or poor sales person attitude. Recovering those leads can be difficult, time consuming and demotivating for the sales staff.
Our client, a leading and innovative South Eastern based automotive dealer group, realised that the constant demand of customers on their service department meant that the outbound booking service was being diluted and as a consequence important workshop throughput being missed. Because of the important and complex nature of the customer relationship a simple call centre solution was not the answer to this problem.