All blog posts

Failing to deliver on service can be extremely costly. 93% of people will take action following an inadequate experience. US Businesses felt the truth of it reporting a $41 Billion loss each year due to poor customer service. With a customer satisfaction score of 100% achieved monthly, we asked Lil Lambert Willis from Business Systems’ Customer Service team to share their approach to customer service. How long have you been working in customer service for? I have been dealing with...

What is Quality Monitoring in the contact centre? Call monitoring in the contact centre is the process of listening to live or previously recorded calls in order to: Audit the performance of agentsimprove the service provideddevelop sales or support strategies Call monitoring allows managers and team leaders to identify problems as quickly as possible, maintain quality standards and improve agent and overall call centre performance. Call Quality Monitoring technology, is call centre software which allows you to go one step...

Chris Rainsforth, Senior Customer Contact Specialist at The Forum, talks to Business Systems about the state of customer experience today at this year's National Quality & Customer Experience Conference.  One of the key drivers for organisations is to deliver a better experience for customers regardless of the industry or organisation size. They are finally starting to think differently and understand the importance for customers and organisations alike to gain more for less. In order to achieve that, organisations are investing...

When trying to meet and improve service level agreements, reviewing agents’ performance and providing adequate training is imperative for success. Unfortunately making time for agent training doesn’t always seem possible. Contact centres are notorious for being extremely busy and agent time is closely monitored to ensure customers’ calls are promptly answered. According to the United States Bureau of Labor Statistics, the average annual agent turnover rate for contact centres varies between 30% and 45%, which leaves you with not enough...

Most UK Contact centres today adopt some sort of quality monitoring. If done correctly it is an extremely valuable tool that can help gain customer insight and significantly improve customer service results. Call quality monitoring is critical for maximizing agent performance but is often done in a rush and without a well thought out strategy. 8 tips to help you maximise your Call Quality Monitoring efforts 1. Choose the right people for Quality Monitoring Evaluation Quality evaluation is only as...

The revised Markets in Financial Instruments Directive (aka MiFID II) will come into play in January 2017. Though it seems like a long time away, it is important for Financial Institutions to start preparing for it now. If not, they are likely to face tough challenges as well as hefty fines which could be easily avoided with the right preparation. MIFID II - Main Challenges MiFID II is a wide-ranging piece of legislation, which depending on the business model could...

We’re all aware of the hot potato that is PCI DSS Compliance. PCI guidelines are in a constant state of flux, with Version 3.1 being the latest iteration of the PCI standard. With the emphasis on PCI and data security becoming more of an organisational mind-set and with Version 3.1 attempting to make payment security part of the ‘business as usual’ process, now may be the perfect time to re-assess and de-risk your ‘PCI Compliant lifestyle’. Recap – which PCI...

With retention periods for call recordings ranging anywhere from weeks to decades, (depending upon your specific market’s requirement), and with internal pressures to upgrade existing call recording systems, what does it mean to have to deal with a legacy call recording system on top of all of this? Archiving, playback and retrieval of your call recordings – (that dreaded sentence) Let’s picture this. It’s a Monday morning and you’re settling down at your desk trying to get back into the...

Workforce management (WFM) technology provides the necessary means to maintain a productive and skilled workforce. Having the right resource, in the right place, at the right time is vital in ensuring your organisation builds a reputable and positive customer experience whilst workforce planning. You’re probably aware that there is a number of different WFM solutions and WFM vendors available to choose from in the marketplace. Sometimes you may even feel spoilt for choice. So how do you decide which of...

Telco and IT Systems failure has never been a readily acceptable option for the financial community particularly now, given the Financial Conduct Authority’s (FCA's) increasing focus on regulatory compliance. With alarming regularity, fines are being issued by the FCA - this year levels are already in excess of £818 million*. For those firms such as trading floors or financial institutions, systems failure would not only result in substantial fines but also the probable destructive loss to business if trading were...

With the speech analytics market gearing up to be worth $1.33 billion by 2019* the vast potential for this technology is strikingly high. With plentiful room for growth, which sectors are more inclined to implement speech analytics in their organisation? Here we share some interesting insights taken directly from the ‘The Inner Circle Guide to Customer Contact Analytics’ the must read guide for any organisation looking to implement speech analytics - published by ContactBabel and sponsored by Business Systems. Speech...

Thinking of buying a call recording solution?If so, there are a number of factors you will need to take into consideration prior implementation, to ensure you are making the right choice for your business and choosing the software that will deliver in the area’s you need the most. With over 25 years of experience, here at Business Systems (UK) Ltd, we have come across numerous questions raised by potential buyers and clients that might be of interest when looking for...