call centre forecast

Customer Satisfaction: To Fix It, Measure It!

Whilst carrying out our recent customer satisfaction survey, we have been helping our customers to improve the levels of their own clients’ happiness. Feedback shows that many of our customers are reaping the benefits of being able to measure criteria such as: staff activity levels, accuracy of transactional processing and work volumes. This information has allowed


Our web site has been updated

Our main web site has been updated. User feedback has led us to rework the site navaigation to make it easier for you to find material. We've also updated the user registration element so that regular visitors and frequent users of the web site tools - such as the dialler calculator, predictive dialler planning guide


rostrvm @ Professional Planning Forum

We will be attending and exhibiting at the annual Professional Planning Forum conference to be held at the National Exhibition Centre near Birmingham on 19th & 20th April. If you are going to be there why not pop along and see us?


Blended call centre calculator

Contact blending in the call centre increases operational effectiveness allowing call centre agents to handle more contacts in any given period. But what do we mean by ‘blending’? Call centre blending commonly means combining inbound and outbound telephone call activity – typically using ‘spare’ staff capacity to make outbound calls during periods of low inbound call


Looking forward to call centre growth

Yes we know that almost everyone is forecasting doom and gloom for 2009 but we are forecasting growth in the UK call centre industry this year. Have we gone mad? Why do we think that call centres will buck the general trend? Offshore activities in decline? The decline of offshore contact handling has been repeatedly forecast

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