This article acts as a brief crash course on-call monitoring, including what it is, how to use it and why it should be on your radar when choosing any type of phone system. Whether you own a contact centre or are a sole trader, call monitoring will benefit you in some way. Keep reading and we will tell you how.Read more
In this article, we will explore how a professionally recorded, on-hold service can not only improve your call handling experience for your customers but it can also become a fantastic marketing toolRead more
A good phone system can be the making of a business, however, a system that isn’t fit for the job could be allowing your competitors to pull ahead.
But with all of the different offering available, how do you know which features are right for your business? Well, we’ve put together a checklist so you can decide if your current phone system is fit for purpose.
This article will cover the following areas:
- How Call Monitoring Data Can Enable Real-Time Training
- Determining Agents’ Average Talk Time
- Qualitative Data for Better Results
- Quality Control
- Highlight Deficits and Proficiencies in Performance
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. Read more “BDM ‘Reveal’ even more!”