Becoming a contact centre agent is a similar process to getting a driver’s licence. First you get your ‘L’ plates and spend time learning in induction training. The next step is you get your ‘P’ plates and can join the customer contact highway. Once you have passed the final driving tests, you get your full….
According to Google, 61% of mobile searches result in a phone call, while xAd says that 52% of all mobile ads result in a call. These numbers are only increasing thanks to the explosion of smart phone usage. For marketing and call centre executives, the opportunity here is to integrate reporting so that calls resulting from….
The number of customers who still choose to pay by phone rather than the Internet is often underestimated. In Australia, 112 million Mail Order Telephone Order (MOTO) transactions are made every year, representing 16% of all Card Not Present (CNP) transactions. Three quarters of these are telephone payments. Furthermore, the average value of post and telephone….
Experiencing low staff morale happens to every business at some point. The challenge is to ensure it doesn’t get out of hand. Poor morale is like the sniffles. It might not seem like much at the start however if you don’t deal with it straight away, it can leave you flat on your back! Some….
Australian businesses lose $720 per bad customer experience. (Ernst and Young) Only 31% of organisations recognize and reward employees across the company for improving the customer experience. (Forrester Research) 71% of social media users tend to buy from the brands they follow on these platforms (CMO) In the US, women outnumber men in use of….
There is one word that captivates the agenda of today’s customer service, marketing and IT executives alike: MOBILE. Mobile devices are outstripping PCs (in Australia, for example, more than two thirds of people own a smartphone), and in many markets, more customers interact with contact centres from a mobile phone than a landline. Perhaps surprisingly….
One of the biggest productivity killers, whether in an office or call centre environment, is poor ergonomics. The good news is that this driver of absenteeism and cost is largely preventable. Here are 10 prevention tips, provided by Matchboard’s O.T. consultant: Chair height adjusted so the elbows are slightly higher than the desk Backrest of….
Matchboard’s Call Centre Audio Map allows you to click on a country and hear a call sample, illustrating a “typical” accent for English-language calls in that country. The Map is a world-first initiative, designed to help companies draw informed conclusions about accents when considering location options for their call centre. Our call samples are used….
9 in 10 consumers want support while online and web chat is ranked by customers as the “easiest” channel through which to communicate – just beating social media, but outstripping email, phone and online self-service by far.* So why do so few high-traffic websites offer web chat? The answer is not as clear as the….
If you are outsourcing a contact centre, back office or IT function, you probably have a Relationship Manager and a framework under which your account is managed. Effective relationship management is one of the most important ingredients of a successful outsourcing program, yet how many organisations are KPI-ing it? In the new world of partnering….
There is much talk about near-shoring and offshoring, but for some organisations, Australia is home. Matchboard recently interviewed a variety of organisations operating a contact centre in regional Australia to learn about the pros and cons of a regional versus capital city location strategy. The Pros The most widely cited benefit of a regional contact centre is single….
Social Media is usually the coveted domain of marketing departments, yet the benefits of social media stretch way beyond marketing. A good starting point is to consider not what it allows companies to do, but what it allows their customers to do. Most companies try to measure Social Media Marketing in terms of revenue, sales,….
What are the best in class customer service and contact centre operations best practices in Australia? This was the question a client recently challenged Matchboard to answer. The number of white papers, ebooks and market research reports on this topic is, frankly, overwhelming, so we’ve distilled our top 10 best practices for customer operations below. ….
There are thousands of Australian contact centres, but if you are outsourcing, finding the right one to meet your needs is not as difficult as you may think, thanks to new matching technology which queries your needs against a database of call centres serving the Australian market. Matchboard has collated information about each supplier ranging….
All too often we get so caught up in the day to day grind of managing our staff and serving our customers that we don’t take time to sit back and take stock of how well our contact centres are really performing. Are we really as healthy as we’d like to be? Ask yourself: Without….