ROAR Members

Access the full podcast series here Key Takeaways Household budgets remain severely strained, with 40% of National Debtline clients experiencing a negative budget. The rise in debts owed on essential household bills is notable, particularly in energy and council tax arrears. Energy debt has surged significantly, now totaling £3.8 billion—an increase of nearly £2 billion in two years. For small businesses, average business debt has increased from just over £20,000 to nearly £50,000 over four years, primarily influenced by bounce-back… Read more

Access the full podcast series here Key Takeaways Customer preferences dictate communication methods in collections: Always align with their preferred means of contact. Shift from phone calls to email: The primary communication channel has evolved, reflecting broader trends in business communications. Building rapport enhances payment recovery: Developing a strong client relationship can improve payment recovery and overall customer satisfaction. Addressing grievances is crucial: Resolving issues like invoice disputes is key to minimizing delays in payments. Diverse payment options facilitate smoother… Read more

Access the full podcast series here Key Takeaways Current metrics used in customer support, such as CSAT and NPS, are primarily outcome-based and may not accurately reflect the inputs affecting customer experiences. Shift in focus is needed from measuring contacts, tickets, and satisfaction to understanding customer effort and the factors contributing to service demands. Quantifying customer effort: Organisations should strive to measure the total effort a customer expends across multiple contacts to resolve an issue, using metrics like average minutes… Read more

Access the full podcast series here Key Takeaways Diversity and Inclusion: Diversity is viewed as a vital element that fosters innovation and creativity within the contact centre industry. Empowering Team Leaders: Continuous learning and support for team leaders and their staff are crucial for maintaining engagement and motivation. Focus on People First: Successful leadership emphasises nurturing team members' growth and ensuring they understand their purpose within the organisation. Work Ethic over Skill Set: Prioritise recruiting individuals with a strong work… Read more

Access the full podcast series here Key Takeaways The phenomenon of employee turnover and the "no call, no show" behaviour is prevalent in certain industries, particularly in taxi services. The process of mailing W-2 forms to employees can lead to challenges when employees do not update their addresses, resulting in "Return to Sender" issues. Nathan Munis shares a pattern of initial employee enthusiasm followed by abrupt disengagement, commonly experienced in the taxi industry. The cultural differences between the American and… Read more

Access the full podcast series here Key Takeaways The pandemic has significantly accelerated the acceptance and desirability of remote work across various sectors. There is a growing demand for virtual staffing solutions among businesses due to labor shortages in Australia. Businesses are increasingly willing to explore offshore staffing to maintain operational efficiency while managing costs. Flexibility is a critical factor for attracting and retaining skilled talent in the virtual workforce. The typical virtual staff member is now often seeking a… Read more