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Archive for March, 2010

Contact Centre industry confident for 2010

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It’s been a strange start to 2010 at Office Response. Lots of snow, the threat of more swine flu and further increases to call volumes outside of normal business hours have all posed challenges and opportunities for us.

The good news on the commercial front is that we have had a good March with regards to new business coming on board. And we warmly welcome more of it! We are all optimistic of a returning growth in the economy and, it seems, the call centre industry is ahead of the game when it comes to being positive.

A recent survey by Noble Systems of 1200 independent contact centres shows that 97% are expecting their businesses to grow or remain stable this year.

We didn’t contribute to the survey  but we certainly share the positive outlook for the near future.

by Steve West

Marketing & Business Development Manager

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How to avoid arguments over Easter…

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During the Easter break most of our customers divert all their calls to our telephone answering service to ensure they can spend time with their families. However, no matter how much you look forward to the holiday, there are no guarantees that everything will go smoothly.

Relate, the relationship counsellors,  experienced a 30 per cent increase in calls last year following the Easter holidays. So this year, to help avoid those holiday arguments, you might want to check out these tips on reducing family rows.

Lin Griffiths, relationship counsellor for relateforparents.org.uk, explains. “Sometimes it feels like you can’t win! We encourage our children to have opinions and express themselves and then find ourselves in conflict with their opinions or demands. Likewise, parents know that in theory it is probably best not to argue in front of the children. In practice though, this isn’t always possible. While no one needs to be perfect there are simple things parents can try to do to make life easier”.

  • One of the best things you can do as a parent is to make sure you acknowledge every demand a child has. For example if your child asks “can we go to the park?” just saying no is likely to get a repeat of the question or a sulk but saying “I’m glad you like going to the park, but I am not sure if we can go today because …” demonstrates you have listened and valued their feelings.
  • Sometimes when you want to have a quiet talk with your partner there can always seem to be children around and often parents find themselves giving short sharp exchanges to each other. Also just the different language men and women use can create misunderstandings. For example if a woman says “I need to talk to you” to her male partner, he may get worried, so always be sure to give a clue about what you need to talk about, and then agree when you can have that chat. Men tend to be more intimidated by conflict, so try bringing-up issues in a casual conversation and giving your partner time to think about it, rather than expecting an answer/solution straight away. Whereas when a man says “I want a quiet word”, women can see it as a criticism so similarly, make sure your partner knows what it is about and when you can have that word.
  • Try to find a code word that either of you (or the children) can say out loud when an argument is getting out of hand. This often diffuses the tension, and sends the message that whatever the argument is about, it will not be resolved in that moment. Each family could have a code word that is only known to them.
  • Squabbling children can test the best of us. It can help to consider whether the argument is caused by boredom. Energy that has no outlet, or not enough, often erupts into meaningless fights in children. Sending them to their rooms isn’t quite the punishment it used to be so before the squabbling gets bad try to make sure that the children have plenty to do and plenty of ideas about how to spend their time. The ideas don’t have to come from you – a bit like planning your day and your time, children (depending on their age) are often capable of planning their own time given the chance.
  • Make sure that any family member gets space when they need it. When pursued or coerced into doing things they don’t want to, every family member needs the opportunity to opt out – as long as they understand there will be an effect on others.
  • Remember, not all arguments are unavoidable and not all arguments are bad. In fact, it is good for children to see that disagreements can be resolved and discussed calmly, so don’t give yourself too much of a hard time if sometimes tempers get frayed.

And lastly, there is always the option to have a chocolate free Easter – at least this may mean that the children are less hyper!

by Steve West

Marketing & Business Development Manager

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B2B? What hours do you need an answering service?

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Some telephone answering services offer blanket 24 hour cover 7 days a week to all of their customers whilst other telephone answering services only cover business hours. Which telephone answering service package is right for you if you deal mainly with other businesses?

If your clients predominantly work business hours then we would suggest that you only need a business hours service unless your clients are self employed business people (e.g. builders, publicans etc) who may want to be able to contact you in the evenings and weekends. We specialise in providing virtual reception services Monday to Friday from 8am (to catch the early callers) to 6pm. What about cover for public holidays? Our experience is that on these days you might get speculative calls from international callers unaware of our holiday dates but generally if you deal business to business (b2b) then this cover is not needed unless you must be available to overseas contacts irrespective of our holiday dates. Our business hours package includes public holidays.

Let’s say your clients are operating extended hours e.g. you deal with pubs, retailers or cinemas. In this case extending your answering times could help you pick up extra sales enquiries and you should also consider if you are expected to provide customer service to your customers when they are open but you are shut, if these circumstances apply to you then a telephone answering service during extended hours could be a great benefit. We can offer evening and weekend cover to assist you. The hours of cover should be dictated by the hours your clients work.

So who needs a full 24/7 telephone answering service? We feel that there is no need to have full 24 hour telephone answering unless you deal with organisations that are open 24/7 e.g. hospitals and financial service companies and they look to you for service outside of office hours. We rarely get calls to reception numbers outside of normal business hours but we do handle large numbers of what we term “calls outs”. When handling callouts we often take the details form the caller and then alert an on call person to deal with the issue. We ensure our overnight team are kept free to deal with these types of calls which is why we don’t offer blanket 24/7 telephone reception service to our b2b clients.

Let us know what hours you answer your calls.

By Martin Blain

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Quiet Please!!!

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Quiet please!

As a telephone answering service we positively promote the use of vocal communication. The old BT advert used to encourage us…‘Its good to talk’ – and we totally agree! But there seems to be a dark force on our public transport systems that is trying to shut us all up.

If you travel by train you will have undoubtedly experienced them – the Quiet Zone Police. An army of people descend upon Great Western & Virgin trains on a daily basis and head straight for the quiet carriage to partake in their assault on anyone that dares to mutter a word or emit sounds of any description.

Returning from London last week I encountered one of these cruel monsters. As soon as I sat in my seat I could see her glaring at me over the top of her headrest. Seeing that the bodily movement of removing my coat and the ear-splitting sound of rustling cotton had alerted her I found myself saying “sorry…”, sorry about what I’m not quite sure.

What I didn’t expect was the full scale attack when I opened my laptop and began typing some notes up. “DO YOU KNOW THIS IS A QUIET CARRIAGE!?!?!” she bellowed across the carriage causing the passenger in front of her to take a bite out of his coffee cup. Unaware, that she was directing her vitriol at me I carried on tapping away oblivious of the volcano that was about to erupt. “DO YOU MIND PLEASE!!!!!” she exploded, standing up now and spinning around to glare at me like an extra from Doctor Who. Unfortunately, I did the worse possible thing. I started to chuckle. Not directly at the woman but at the chap that was sat opposite me wagging a finger at me and smiling…

I could go on and tell you about the infamous Battle of Swindon on the 19.45 from Paddington but it gets a bit messy and is not suitable for a business blog. However, after reviewing the rules on Quiet Zones from the train providers I couldn’t find any mention on the use of laptops apart from that they should be set to ‘silent’. Does that include typing?

If so then Virgin may want to rethink this advertising campaign…

by Steve West

Marketing & Business Development Manager

Click here to watch awful Virgin Train advert with TYPING in the quiet carriage!!!

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Is teamwork important?

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Running a telephone answering service involves getting a great many people to work together across different departments and, to keep our customers happy, every employee, from the most junior to the most senior, needs to know their part in the chain and to do their job to the best of their ability. If one part fails then the result is poor call handling and a dissatisfied caller and potentially customer.

Visitors to our offices will have noticed our boardroom is adorned with an enormous image of a “human tower” known as a castell. Castells are traditionally built during festivals in Catalonia, Spain. At these festivals, several teams meet and try to build the most impressive towers they can. The teams usually come from towns and villages where the castell is viewed as symbolic in that everybody’s effort counts, from the oldest to the youngest. Besides the people who actually climb, many are also needed to form the pinya (the base of the castell), to build to 9 levels as many as 200 are needed for the pinya. The pinya helps sustain the weight and acts as a sort of safety net, falls are rarely serious beyond bumps and bruises.

A castell is considered a success when everyone has climbed into place, the enxaneta (the last one) climbs up to the top, raises one hand (with four fingers erect, said to symbolize the stripes of the Catalan flag), climbs down the other side of the castell, and then everyone else comes down safely. Unsurprisingly the enxaneta is the lightest team member, children as young as 5 will often climb 30 feet into the air to great applause.

Would you send your youngest to the top?  Click here to see a human ‘castell’ being built

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Student misery blamed on SLC Call Centre

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A National Audit Office report published today shows  that the Student Loan Company (SLC) answered fewer than half of the calls to its contact centre from February 2009 to January 2010.

In a withering report, it criticises the Government and the SLC for poor governance, defective computer systems and a lack of contingency planning, which left hundreds of thousands of students without funds weeks after the start of term.

By the end of 2009, only 4,000 of 17,000 applications had resulted in a payment, taking an average of 20 weeks to be processed.

The loans firm will have to deal with twice as many applications from both first and second year students this year and the National Audit Office (NAO) does not want to see the cock-up that occurred last year.

Maybe they should outsource their overflow calls to us….

by Steve West

Marketing & Business Development Manager

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Changes to Social Housing Standards

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The Tenant Services Authority have now published their much anticipated regulatory framework for social housing in England to be met by April 2010.

At its heart are six standards and against each of these are the outcomes landlords should meet and he TSA’s expectations of them.

The six standards cover:

  • Tenant involvement and empowerment – which contains requirements relating to customer service, choice and complaints; involvement and empowerment; and understanding and responding to diverse needs of tenants
  • Home – which contains requirements relating to quality of accommodation; and repairs and maintenance
  • Tenancy – which contains requirements relating to allocations; rent*; and tenure
  • Neighbourhood and community – which contains requirements relating to neighbourhood management; local area co-operation; and anti-social behaviour
  • Value for money
  • Governance and financial viability

The regulatory framework has been developed in collaboration with tenants, local authorities, housing associations and other partners. Its aim is to help improve the services provided for the eight million people who live in social rented and shared ownership homes in England.

Why on earth, you may be asking, is a telephone answering service blogging about the regulatory shenanigans of the social housing market?!?! Well, we answer lots of calls for Housing Associations, Local Authorities and Social Landlords across the UK; mainly during the evening and at weekends.

An example of this is the work we have been doing with Merlin Housing Society, the largest provider of social housing in South Gloucestershire. Apart from handling Merlin’s overflow calls, and calls outside of normal trading hours, we have also developed an Anti Social Behaviour Hotline for their residents.

Service Delivery Manager for Merlin, Sonia Key explains. “We’ve launched this service to give people the chance to report domestic violence, anti-social behaviour and hate crime incidents whenever they want. Although we will not be able to respond there and then, all the details will be passed on the next day to one of our specialist anti-social behaviour officers. If someone feels that they are in immediate danger they should dial 999. This service is about giving residents the support that they need and the knowledge that if they have any concerns they can contact us any time, day or night.”

For further details on Merlin Housing Society, and their positive approach to supporting their tenants, you can visit the press release and their website at http://bit.ly/bcrANe

by Steve West

Marketing & Business Development Manager

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How to set up an RSS Reader

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A quick scan of our office has revealed that, while everyone has a knowledge of blogs and blogging, there is some debate about how best to stay up-to-date with your favourite blogs.  Some blogs have the ability to email you whenever new content is added (a service we will be adding shortly) but more and more people are turning to RSS Readers. So what is an RSS Reader how do you go about setting one up?

Click here for full instructions

By Steve West

Marketing & Business Development Manager

Harder to Recruit in Recession

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I recruited 2 new members to our Customer Services Team late last year and was amazed at just how difficult it was to attract decent candidates. Thankfully, we met Vicky and Sarah who are now completing their training and are already an asset to the team.

At Office Response we subscribe directly to the main job advertisement and CV posting websites, use specialist job sites such as Graduate South West and liaise with local employment agencies. We find this gives us a broader spectrum of candidates rather than using recruitment agencies and has worked very well in the past. However, after 2 weeks of advertising the amount (and quality) of applications was very poor. I found myself saying “Is there anybody out there looking for a job?”. Should we change our recruitment procedures?

Has anybody else experienced this or is it only me?

by Steve West

Marketing & Business Development Manager

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