Whistl Magazine Summer 2020

Win-Win for senders! New incentives and new service offering introduced by Royal Mail for DM and business mail .

Best practices every contact centre shouldknow There’s nothing more frustrating than phoning customer service with a problemonly to be put on hold for 10minutes and having 1,000 UK consumers what their preferences are when it comes to a good customer experience and what they find intolerable! Here’s what we found. to endure that annoying on-holdmusic. We asked

Buttons not prompts 86% of respondents prefer selecting options via push buttons on a handset rather than voice prompts. Keep costs down 44% are very conscious of call costs which increases with retirement age. Don’t keep themwaiting 3.9minutes is seen as a reasonable hold time; longer than 5 minutes is unreasonable. Catch thembefore they go 69% of those surveyed said they’d hang up after 10minutes. Men are the most impatient hanging up after 8.3 minutes.

Mornings work best Most people prefer to call between 9am and 12pm, especially those agedover 65. Don’t repeat yourself Listening to a recordedmessage on repeat is the most annoying feature of contacting a call centre. Get in the queue The most popular recordedmessage is ‘you are position x in the queue’, followed by ‘all our agents are currently busy, press 1 and we’ll call you back’. Get to the point A long greeting message and rigid script reading were found to be the most annoying aspects of a call centre.

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Back to Business

Mailmark Economy

Home is where the new contact centre is

Back to Business Incentive An Advertising Mail incentive for all customers posting a minimumof 50,000 incremental items. A discounted postage rate of 12p per letter is offered, with postage credits to be used on futuremailings. Back to Business Extra Incentive Aimed at larger posting customers sending a minimumof 2.5 million incremental items. The postage rate for these volumes is 10p per letter. The application deadline for both incentives is 25 September 2020, and is applicable for mailings scheduled between 28 September – 24 December 2020. For more information talk to your Whistl Account Manager or visit: https://www.royalmailwholesale.com/back-to-business-incentives

This service is launching in January 2021, with prices to be announced in October 2020. • Lower-priced letter delivery for non time-critical letters – transactional or promotional • Delivery timeframe of 1-4 working days after handover to Royal Mail – with a target of 45% delivered the day after handover We’ll be in touch when prices are published, in themeantime contact your Whistl Account Manager for more information.

Customer service can often be one of themost difficult tasks in a business. As an organisation grows, there aremore customers to deal with, meaning more demands, more queries, andmore complaints. As a result, more andmore companies are turning towards outsourcing their customer service calls to companies. Withmany agents nowworking from home here are some of the benefits:

Reduced costs Choosing to outsource customer service to work-at-home agents rather than hiring additional staff keeps your overheads low as there’s no need to spendmore money on equipment, larger premises, electricity, or other overhead costs. Broader talent pool Maximising the chance tomatch agent to customer need whether this be a language need or technical support, improving call resolutions and customer satisfaction. Increased availability By working at home, agents are more available to work around other commitments, offering extended hours without increasing headcount.

Better balance Call volumes can be shared across the workforce creating a better balance in costs and call volumes to each call agent. Improved flexibility You can easily take on additional members of staff when call volumes are higher during seasonal promotions and new product launches. If you’d like to find out how outsourcing your contact centre toWhistl can help you save money, call us for a friendly chat on 01628 702 413, visit www.whistl.co.uk/contact-centre or email moreinfo@whistl.co.uk

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Whistl Magazine • Summer 2020

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