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Offshoring in your neighbourhood

Although a delicate matter, opportunities to offshore or outsource customer contact have increased. In Europe, the volume of outsourced calls is around 12 percent. Fastest growing model is homeshoring. By Erik Bouwer Increasing economic pressure encourages companies to look for innovation: inventing new ways of developing, organizing and producing. In customer contact, price has always been a dominant factor in deal making. Outsourcing customer contact … Continue reading Offshoring in your neighbourhood »

From opt-out to opt-in

Erik Bouwer It is cheaper to keep a client than to bring in a new customer. Different studies show that direct accessibility of companies and institutions is getting increasingly important for customers. Organizations need to be accessible, but they can also pick up the telephone themselves. But in a lot of countries there is a legislation about telemarketing or outbound calling. Explaining all the differences … Continue reading From opt-out to opt-in »

The contact centre in 2015

Text: Karin Van De Velde, Business Consultant at Newtel Essence Young persons of this day and age, also called screenagers, are today’s customers, tomorrow’s colleagues and the managers of the day after tomorrow. Compared with older people, the so-called ‘babyboomers’, they live in a culture that contains more sounds and images than texts. They have the ability to multitask and communicate 24 hours a day, … Continue reading The contact centre in 2015 »

Coaching on the work floor of the call centre

Coaching serves several goals: monitoring the quality, guiding and motivating agents and maintaining contact with the market. This task is often overlooked because of hectics. A structured approach is the solution; a matter of time, attention, planning and organization. Text: Erik Bouwer Inside the call centre, quality and quantity are often at odds with each other. Contact centres need to be reachable and realize good … Continue reading Coaching on the work floor of the call centre »

Conversation monitoring and coaching

Instruments for a consistent client experience It is commonly recognized that client loyalty is only created when the experience is in line with the expectation. The service experience is the one durable distinguishing factor with regard to loyalty, and sale by service is the only wise strategy for effective sales. A consistent client experience is a must. The vision that many companies have, is increasing … Continue reading Conversation monitoring and coaching »

Bridging between search and selection and coaching

Working at a contact centre requires specific competences and skills, combined with the right motivation. That justifies a thorough recruitment process. The results of this process cannot only make sure that the right people appear at the start, they can also form the basis of good coaching and guidance. Text: Debby van Rhoon Which skills do you need to be a good contact centre agent? … Continue reading Bridging between search and selection and coaching »