BT to add 500 jobs to meet customer service targets…
British Telecom (BT) has declared it will add a further 500 frontline customer service positions to its bases across the UK and Ireland. Due to the continuing growth of the company’s BT Consumer division, contact centres in Doncaster, Accrington, Swansea and Warrington are expected to benefit the most, and the new roles are in addition […]
Register now for Customer Service of the Year…
Customer Service of the Year is now open for 2018 entries! Head over to csoy.co.uk to see what the awards can offer you, including a detailed research report, personalised debriefs, and a true understanding of how your customers really feel about you. Plus, there’s an exclusive discount for Call Centre & Customer Service Summit attendees. […]
Noble’s RTSA endorsed by permanent tsb to improve contact centre performance…
Noble Systems’ Real-Time Speech Analytics (RTSA) has been adopted by the Irish banking chain, permanent tsb, in a bid to enhance all contact centre controls and further improve its customer service offering. Noble’s Composer RTSA claims to ‘listen’ to all agent interactions and assigns an individual virtual coaching partner to provide agent feedback when needed. […]
Senior business leaders holding back on adopting new technology…
New research carried out by 8×8 and the Institute of Directors (IoD) has exposed a rift between attitudes of company directors and IT managers when it comes to embracing new technology. Comparing the views of mid-level ‘hands-on’ IT managers with senior directors across more than 260 UK businesses, the research found 45 per cent of […]
BA to ‘outsource more than 1,000 UK call centre jobs’…
A spokesman for British Airways (BA) has confirmed that the airline is considering outsourcing its UK contact centre operations in a bid to reduce costs at its Manchester and Newcastle sites. Branded “a slap in the face” to its employees by the trade union, Unite, BA – owned by International Airlines Group – has reportedly already asked outsourcing firms to assess the two call centre sites […]
GRS predicts five ‘rapid’ trends for call centres in 2017…
Global Remote Services (GRS) has come up with five trends set to transform the call centre industry next year with the assistance of industry analyst Peter Ryan. Acknowledging that Brexit and continued digitalisation will potentially bring many new opportunities to the sector, both parties claim: Self-serve will grow with chatbots, apps and mobile: By 2020, […]
RSVP launches ‘Artists’ division at new Manchester site…
The outsourced call centre company RSVP has introduced its in-house actors agency, RSVP Artists, to the recently opened MediaCityUK site in Manchester. The company, which has been employing actors for the past 28 years at its London office, has extended the existing agency to its newly-appointed Manchester workforce that opened its doors in October. RSVP Artists will offer a wide range of talent […]
Banking and financial services top UK customer satisfaction league…
The banking and financial services sectors have the best levels of customer service satisfaction in the UK, according to statistics from Bright’s first ever ‘Industry Satisfaction Survey’ as part of its latest Customer Experience Report. Based on insights gathered from more than 1.5 million post-transaction surveys in 2016, the fourth annual report considered key elements […]
Looking for a new call centre event to attend? You need the Call Centre & Customer Services Summit…
With the next Call Centre & Customer Services Summit taking place on April 24 & 25 at the Radisson Blu Hotel, London Stansted, we thought we’d give you a few reasons to book your place at the event nice and early. Put simply, if you’re looking for a new and informative call centre and customer […]
Online billing making customers ‘disengaged’ with service providers…
New consumer research has revealed that one in three customers are ‘disengaged’ with businesses due to the growing use of online billing. Surveying 1,000 UK households, Echo Managed Services suggests online billing is potentially placing businesses and service providers at risk of losing touch with their customers. The outsourced centre does acknowledge the benefits to […]
