Webinars - Call Centre Focus

Remote Agents: Taking Full Advantage of the IP Contact Centre

In the growing world of IP contact centres, remote at-home agents and "competitive advantage" simply go together. This webinar will give an insight into how you can extend your contact centre beyond the walls of an office to incorporate the most effective resources available to extend your geographic reach, increase customer satisfaction and raise revenue levels. We’ll also discuss the At-home Agent Advantage and how remote agents average only a 10 per cent attrition rate, are 25 per cent more productive, and cost £11 less per hour to employ.

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Few things impress a customer more than being pro-actively contacted by a company to alert them to a potential problem or inform them of a development. So why don’t more companies do this? Clearly, the correct technology must be in place to ensure the right customers are called at the right times, but what might a resurgence of outbound calling mean for the culture of a call centre? What are the pitfalls management will need to avoid in order to make proactive service work effectively?

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With traditional contact centre attrition rates of 25–35 percent, rising to 40–70 percent for offshored services, attracting and retaining high-quality employees is a growing problem. The BT Homeshoring solution can help break this non-virtuous cycle. With home-based workers, churn typically drops to ten percent, absenteeism by as much as 60 percent, and you’ll find it easier to attract and retain the right people. Join CCF and BT for an online seminar which will explore alternative methods to recruit into your contact centre and open up your recruitment pool.

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With increasing pressure to deliver better performance at lower cost, one of the biggest challenges for today’s call centre manager is reducing call volumes. But with so many calls coming in and the day-to-day fire fighting, it can be impossible to see the wider picture. So how can you get a handle on the reasons your customer are calling? And how can you use that information to improve the way your company does business? Download the free webinar from 9 September here.

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Do you feel your view of online customers is sometimes clouded? If you are looking for a clearer picture, there are solutions that can help you de-mystify what your online customer wants.

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Have you recently hosted a webinar that relates to the call centre industry? CCF online can help you share the information with the widest audience possible. To list your webinar download on this page, please email Mark Arneill or James Milne.

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