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!
Read more “Call Recording for Financial Services Firm’s Regulated by the FCA”
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.
Every call coming into your business is important. In today’s market, when customers have so much buying choice and competition is fierce, then how your business deals with customers’ calls can be the difference between getting and retaining a caller’s business, or losing them to one of your competitors. In this environment, monitoring how effectively your employees deal with your callers is vital. The most effective way of doing this is by using call recording.
Let’s start from the beginning. Remember those days when a long distance call was incredibly expensive, and a call to a mobile would cost even more? Back in the day, telephone systems were run through an analogue network PSTN (Public Switched Telephone Network) and a digital network ISDN (Integrated Services Digital Network). Read more “What is VOIP?”
Here at BDM Voice, we have just changed our telephone number from 0845 373 4100 to 0333 202 9897 in preparation for the Ofcom changes which will come into effect as of July 1st.
The basis for the changes is being implemented by Ofcom to provide greater transparency to the consumer and to provide a really clear position in respect of the cost of dialling specific Non-Geographic Numbers, e.g. 0843/0844/0845/0870.
We’ve been undertaking contact centre work for dealerships up and down the country for many years now, but we’ve found that we’ve been able to deliver significant results through lost sales campaigns. Read more “(Another) Successful Lost Sales Campaign”