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Changes to Social Housing Standards
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...
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B2B? What hours do you need an answering service?
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...
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Can a Call Centre Answer 100% of Calls?
Surely by describing ourselves as a telephone answering service we should guarantee to answer 100% of our clients’ calls? Well actually we don’t and we never will, a number of our competitors do but...
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C J Garlands Call Centres and SRCL Ltd. The dangers of expansion.
Two events of significance took my attention yesterday, my daughter’s Business Studies exam and the failure of North East based Garlands Call Centres with the sad loss of 1000 jobs. The AS level exam...
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Businesses burn the midnight oil
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...
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88% of people WILL leave a message on voicemail!
Here are the results from an online survey that asked people about how we use voicemail and answering machines in the UK. Rather than make unfounded and sweeping generalisations like “80% of callers...
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Small Business Owners – Should you tell your customers that you use a...
Most small business owners face the challenge of deciding when to start letting go of certain tasks to enable their business to reach its potential. When the business is in its infancy you will be...
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How to handle Call Centre Overflow calls.
Introduction Whilst our marketing team spend many hours hunting for organisations that are struggling to handle their calls the most effective way to deal with inbound call traffic peaks can often be...
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Are you thinking of offshoring your calls?
We get regular visits from prospective customers and at the end of their visits they often state that they “Just wanted to check that you weren’t trading from a mud hut in Bombay”. On seeing this...
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Bristol Snow and Service Update
Over the past week planes have been grounded, trains have been delayed and roads have been made hazardous. The snow could not have come at a worst time for people who are planning long journeys to...
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