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Posts Tagged ‘24/7’

Call Handling: How to improve it.

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Boy do some companies do a terrible job answering their calls!

Whilst completing my University degree and working part time answering incoming calls I estimate I’ve answered (roughly) 24,000 calls and I’d like to think I became quite skilled at what I did – perfecting the art of handling all types of calls and in all kinds of situations dealing with a range of callers from the angry to the hysterically.

Now I’ve graduated and I’ve moved on into the mysterious realm of the sales team I am now very much on the other side of the fence. I’ve now made hundreds of calls to different companies and I’m now experiencing all kinds of receptionists and they are not all doing a very good job.

I have pinpointed my top 5 pet peeves continue reading

Making an asset out of your 24-hour telephone service provision.

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Simply saying that you provide a 24-hour service to your customers is a simple statement to make but before this can become a benefit to your organisation three further commitments are needed – and these apply regardless of the time and effort you’ve put into perfecting your operations.

1. Be more organised than your customers.

Your out-of-hours callers won’t be prepared for the issue they’re facing – which makes it twice as important for them to know that you are. This means you have to know, in detail and in advance:

• What they are likely to ask for.

• What you’re prepared to do for them.

• What information you’ll need to do it.

Outside of working hours, your callers need to be confident that they can let go of their problem. They can’t do that until they’re confident that you’ve picked up the burden – which means more than just picking up the phone. To many businesses an inflexible pile of procedure can seem completely counter-productive. At four in the morning, the exact opposite is true, because as well as helping you to ‘deliver the goods’, a rigid structure goes a long way to reassuring your customer.

2. Get senior management to deal with the unexpected.

No matter how organised you are, there will always be exceptions, and with no decision-maker available, these can rapidly get you into trouble. Senior managers should not have to work nights – but having a last-resort contact to deal with the unexpected will keep you ahead of that round-the-clock promise. And if the unexpected disturbs one of your managers in the middle of the night, you can be assured that they’ll improve your procedures before it happens again.


3. Requests take time, but acknowledgement is immediate.

No emergency call is resolved until your caller is confident that you’ve taken ownership. As soon as they’ve explained the problem, callers will expect to know the following:

• What you can do for them.

• Who’s going to do it.

• When they can expect a response.

• What they can expect if they call for an update.

• If it’s going to cost them, and how much.

If you can take the time to be ready for all of this before that phone starts ringing, then your customers’ critical emergencies become your ‘business as usual’ – and their trust in your service becomes dependence.

By Mike Warren

Office Response Customer Services

Businesses burn the midnight oil

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When I started working  Tescos (yes, I’m not that old, there were Tescos even then) would slam the door in your face at 5.30pm, they had a half day on Wednesday, begrudgingly opened Saturday and would have been committing an offence if they opened on a Sunday. Today we expect to be able to ring our bank 24/7 and shop 7 days a week.

Are we heading the same way in the business to business (B2B) world?

Maybe.

Simon Milner, one of our new business guys, forwarded me an article about website data from One Business Insurance revealing that the peak time for online enquiries is between 9pm -2am on a weekday closely followed by between 5-7pm on a Sunday.

In one month alone 62 per cent of those enquiring about business insurance did so outside normal working hours

“These figures really do highlight the fact that those running small businesses are never off duty,’’ said One Business Insurance Solutions operations director Darren Box.

He said enquiries ranged from shop owners looking at dedicated retail insurance through to those wanting to know more about van insurance, public liability and business interruption insurance.

Research highlights:
•62 per cent of online requests for insurance were made outside normal working hours
•46 per cent of these out of hours requests were at weekends
•The peak time for out of hours requests was between 9pm and 2am on a weekday

These numbers back up our own in that we take 40% of all of our calls outside of traditional office hours.

So if you are B2B what hours should you be answering your calls?

Martin Blain

Sales Director

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The effects of Volcanic Ash on Business?

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I can’t imagine what impact the UK no fly zone will have on the financial health of the airlines and their suppliers. This of course will spill over into related businesses that rely on air freight or tourism for their revenues.

Our customer service team have had a quick call around any travel related customers to check if we should brace ourselves for any unexpected call patterns and we’ve had one or two clients update us about their status as they are marooned somewhere or other but overall we’re noticing no impact at all.

What impacts do you think it will have on the UK economy in general as we move forward?

by Martin Blain

Sales Director

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UK’s “Best” Economic Barometer?

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Is there a better indicator of the state of the economy than the call volumes of a Telephone Answering Service?

As the fall out from the collapse of the US housing bubble spread through the world’s financial markets, calls received at Office Response started to fall in January 2008 and continued downward as we headed towards Easter of that year. Britain’s economic recession was officially announced a full 12 months later after 2 consecutive quarters of decline in the size of the economy. We spotted the trend a long time earlier and acted to reduce our cost base, unfortunately including making redundancies, months before many other UK business followed. The FTSE 250, often a better UK economic indicator than it’s big brother the FTSE100 that get’s 80% of income from outside the UK, did not bottom out until June 2008.

Whereas we have specialities in some market sectors, our client base is taken from many diverse business types and the depression in calls was directly related to the falls in activities of the general economy. Telephoned enquiries come many months before the flow of funds that follow the actual placing of orders hence the unique position we have as an economic indicator.

And what’s happening now at Office Response? Well, taking into account seasonal factors, we have just recorded call numbers for March 2010 at 8.7% above our predictions; it’s a bit early to be announcing a new trend of economic activity but it’s interesting none the less.

What might be going on? Is it increased business profits? Our financial year end is March and we are back to a healthy profit position principally as a result of our lower cost base. I’m sure that many businesses may be similarly profitable and could be releasing their purse strings as a result of the confidence that the profits bring -  perhaps consumers are going on a pre-election splurge prior to a possible VAT rise? We would preach caution until we see the effects of the inevitable slashing in government spending and the expected hike in taxes that will be needed to tackle the country’s budget deficit but the upturn we’re experiencing is pleasant none the less.

We’d be interested in your feedback about the state of your organisation’s finances and outlook. We will keep you posted about our call volumes. For the brave, is now the time to invest in some of the UK’s smaller stocks?

by Martin Blain

Sales Director

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Dont encourage mobile phones whilst driving!

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It goes without saying that in situations when someone witnesses  a crime being committed, most people will act in someway. This may be either by confronting the culprit, calling the police or at the very least feeling a bit uneasy about the matter and removing themselves from being associated with the incident.

So why is it that most people don’t confront drivers that are using their mobile phones whilst driving?

One of our sales people rang a prospective customer back the other day to finalise their telephone answering service agreement. However, it soon became obvious that the customer was on their mobile phone, and not using a hands free set either.

“I’ll call you back as it’s a bit dangerous to speak whilst you’re driving”, Simon explained.

“Whats that got to do with you?”, the customer snorted. “Listen mate, I’m a big boy and I can make my own decisions.” he continued before slamming the phone down. And we’ve not heard from him since…

Of course, I could go on here and explain the virtues of telephone answering services and why they are useful in situations like when you are driving, but I think its pretty obvious.

Here’s the scientific bit from ROSPA…

• USA study – Crash risk is 4 times higher when using hand-held or hands-free mobile phone.

• USA study – Drivers using mobile phones are 9 times more likely to be in fatal accident, more likely to cause an accident, hit a pedestrian or overturn their vehicle.

• UK Study – Drivers using hand held and hands free phones took longer to react to a hazard than drivers impaired by alcohol.

And finally, if your staff are using mobile phones whilst driving YOU can be held responsible under corporate manslaughter law if it results in a collision or death…

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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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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It’s Snow Joke

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Ok, sorry about the title.

I have been speaking to some of our customers about the effect the recent adverse weather has had on their business. Staff not able to attend work, deliveries waiting in warehouses, meetings cancelled, salespeople stood around idle – it all adds up. How much do you think the snow really cost your business?

And do you think anything could have been done beforehand to alleviate most of the problems?

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How to divert calls to a telephone answering service.

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