CDM Direct in Seaford, Victoria, Australia | Business service

CDM Direct

Locality: Seaford, Victoria, Australia

Phone: +61 1800 221 811

Address: 83B Hartnett Drive 3198 Seaford, VIC, Australia

Website: http://www.cdmdirect.com.au/

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25.01.2022 Coronavirus contact centre care does not necessarily need a technology solution. It needs an emotional one. In a crisis like this, with such strong emotions at play, the frustrations and tensions of customer are very real. ... People want to talk, want permission to be cross, angry, upset. They want that avenue to vent. And sometimes that means taking it out on customer care agents. Thankfully, our agents are well trained in empathy and emotional soothing. Even when customers lash out, the agents have already dealt with this before. It is a really challenging environment at the moment. Lots of companies are struggling. Contact centre agents are doing the best they can so please do be patient. Wait times at many companies have doubled. None of us have seen anything like this. #contactcentre

25.01.2022 How is COVID-19 impacting Australias front line healthcare professionals? TKW Research Group - a sister company to CDM Direct - surveyed 400 front line healthcare staff nationally to find out how the virus was impacting them. The research found: ... 78 per cent of healthcare professionals fear contracting COVID-19 and passing it on to others 71 per cent of healthcare professionals are experiencing high levels of COVID-19 related stress 41 per cent of healthcare professionals are not confident Australias healthcare system can deal with the COVID-19 pandemic 39 per cent of healthcare professionals are critical of the speed of the Governments response to COVID-19 A copy of the report can be downloaded here. https://tkwresearch.com.au/covid19 #covid19

25.01.2022 If customers don’t call your contact centre, are you still paying for the service? You probably are. Imagine having a phone contact centre team ready and waiting to answer your phone calls. ... But if customers don’t call, you don’t pay. You only pay once a customer is connected. You only pay for the ‘talk minutes’ or for the customer ‘handling time.’ It is just one of more flexible business models available for businesses. It is a brilliant model where call volumes are sporadic. That may include off peak phone services, hotlines or marketing campaigns where call volumes are variable. It is also a very attractive model for businesses currently experiencing lower volumes but still need to have contact services available. #contactcentre

21.01.2022 Here are some contact centre tactics weve been running for clients that you may be able to implement in your business. - Prioritising customers who are travelling ASAP/short term versus others - Updated FAQs on all channels to try and limit the number of urgent calls ... - Live chat agents that can resolve issues on the spot or can organise a call back later in the day - Extending contact hours to 24 hours (if needed) to ease workloads during peak periods - Call back to customers at pre-booked times rather than having them on hold - Dynamic call routing and greetings. - Changing IVRs (hourly if needed) to alter call flows to ensure we are capturing the bulk of the call themes and FAQs. - Dynamic numbers on different digital channels to funnel calls into the right teams and streams

20.01.2022 Successful businesses are using voice of customer programs to drive growth across their business by leveraging insights gained from their customer service activities.

20.01.2022 Are you coping with the surge in Coronavirus telephone calls to your company? Impacted industries are telling us that more than 50 per cent of current phone call volumes are Coronavirus related. Some customers are being put on hold for more than two and a half hours as companies struggle to cope with unprecedented call volumes. ... The most impacted companies include travel agents, tourism operators, airlines, accommodation providers, cruise ships, travel insurance. Even retailers and e-commerce sites are also not immune from the virus and are being inundated with questions about out-of-stock items and international shipping delays. CDM Direct has been doing a lot of call re-routing for our customers into dedicated Coronavirus queues to free up contact centre staff for other calls. If you need a short-term telephone overflow support partner, we can be up running and supporting you within hours. P.S - One travel insurance customer was on hold for 2 hours 17 minutes...and counting...

17.01.2022 Being part of the business ecosystem means helping local companies out as much as we possibly can. To this end, we are working with companies in flexible and responsive ways. How can we help support you right now? Need a few days of support? Or a week? ... No lock in contracts or minimum volumes Flexible turn us on, turn us off models Short term shift support, surge support Transaction based billing, talk-time only billing Ease of service exit if your circumstances change Uncertain times require incredible supplier support and flexibility. #contactcentre

14.01.2022 Need a large-scale customer survey done? Need a pulse check on what your customers are thinking and feeling about your brand? CDM Direct is part of The Knowledge Warehouse. Were a research and insights agency as well. So you dont just get calls with us. You get a tonne of business intelligence tools you can use to support your business decisions.... Here a campaign we did recently. https://cdmdirect.com.au//100-increase-in-customer-survey/ #contactcentre #marketresearch

14.01.2022 A great story outlining how brands are using their contact centres to navigate COVID-19. Our focus has been on making sure every caller can get through without waiting on hold for more than 20 seconds. We have even extended contact hours for many clients to accommodate surging call demands.... But the real key - as cited in the article -is the emotional response. Making sure ever customer is treated in the most kind and caring way. And trying - where possible - to focus on that first call resolution. Chat-bots, whilst they have a place, can be frustrating for customers if they do not divert to a live chat agent if the question or issue remains unresolved. https://www.cmo.com.au//how-brand-support-centres-can-nav/?

13.01.2022 Outsourcing Tech & Customer Service, cuts costs by 25-30% - See our case study #contactcentre #outsourcing #CDMdirect #techsupport #ROIsolutions

12.01.2022 A number of contact centres in Manila are now in precautionary lock down. This has put a huge strain on a number of local companies. In-house contact centres are also facing huge absenteeism due to staff fatigue , travel quarantine and a precautionary approach to staff with coughs and colds. So if you are on hold for a longer than expected - or you are having trouble getting through to any company this week - please be extra patient. ... Contact centre agents everywhere are doing the very best they can under very difficult circumstances.

12.01.2022 2018 Contact Centre Report Reveals Majority Of Industry Is Striving To Improve CX See Report: http://bit.ly/2CQTdW2 #contactcentre #outsourcing #CDMdirect #contactcentreoverflow #2018 #report #CX

12.01.2022 Executives all over Australia are dusting off their Business Continuity Plans. As a business if the Coronavirus spreads more widely are you ready? How will you keep your in-house contact centre running if you need to send all agents home? ... What happens if your overseas outsourced contact centre becomes unavailable for any reason? One contact centre in Belfast just sent 1,000 staff on extended leave. So the scenarios isnt as far-fetched as it may have first appeared. In Australia, the number of in-house contact centre teams set up to work from home is estimated to be around 5%-10%. This will put huge strains on company staff to maintain even the most basic contact centre volumes. CDM Direct has a number of business continuity agreements in place with companies in the event that they cannot serve their customers with their existing operations and infrastructure. These agreements can take on many different forms depending on what sort of continuity is required. So if you need a dynamic and flexible contact centre for your business continuity planning, wed be happy to help out. #businesscontinuity #coronavirus #contactcentre

11.01.2022 How is COVID-19 impacting Australia’s front line healthcare professionals? TKW Research Group - a sister company to CDM Direct - surveyed 400 front line healthcare staff nationally to find out how the virus was impacting them. The research found: ... 78 per cent of healthcare professionals fear contracting COVID-19 and passing it on to others 71 per cent of healthcare professionals are experiencing high levels of COVID-19 related stress 41 per cent of healthcare professionals are ‘not confident’ Australia’s healthcare system can deal with the COVID-19 pandemic 39 per cent of healthcare professionals are critical of the speed of the Government’s response to COVID-19 A copy of the report can be downloaded here. https://tkwresearch.com.au/covid19 #covid19

11.01.2022 Here are some contact centre tactics we've been running for clients that you may be able to implement in your business. - Prioritising customers who are travelling ASAP/short term versus others - Updated FAQs on all channels to try and limit the number of urgent calls ... - Live chat agents that can resolve issues on the spot or can organise a call back later in the day - Extending contact hours to 24 hours (if needed) to ease workloads during peak periods - Call back to customers at pre-booked times rather than having them on hold - Dynamic call routing and greetings. - Changing IVRs (hourly if needed) to alter call flows to ensure we are capturing the bulk of the call themes and FAQs. - Dynamic numbers on different digital channels to funnel calls into the right teams and streams

10.01.2022 Are you open on public holidays? Who is answering your phone calls and customer questions? What about the emails and website leads from Friday night? Will they get attended to on Tuesday? Days later? ... You might be surprised to know that some businesses get plenty of phone calls and emails on public holidays. One of our clients actually promotes the fact that they are open for business! Clever. Yeah, you think. But it is just so expensive to have someone sitting around in case there are phone calls. There may turn out to be none. What about if you were only charged every time a call came in? We call it talk-time billing. If no one calls, you dont pay. Pretty clever model, eh? We take on all the risk. It is part of our overflow service where we support your in-house contact centre team with back up phone help for busy times, early hours, late hours, weekends, and even public holidays. Phones line swamped? Thats when we jump in and help. Phone lines back to normal? Turn us off. #contactcentre #overflow #customerexperience

09.01.2022 CDM Direct remains open for business as usual. No clients have seen a change to their business continuity. The team at CDM Direct are well acquainted with good hygiene practices and are not only diligently following procedures but are taking further precautionary methods across our agent teams. We are a completely hybrid contact centre. It means we are able to have every agent working remotely if needed. We have tested this under a number of load scenarios in recent weeks.... Our clients can be assured of full business continuity in the event of a Coronavirus shutdown to our main operations centre in New Zealand. (To date, New Zealand has a low infection rate) #contactcentre

08.01.2022 In our ultra-connected 24/7 world, real-time communication is the norm, not the exception. Customers expect brands to be available 24/7 and the easiest way to meet that expectation is by providing live chat support. See more: https://cdmdirect.com.au/proactive-support/... #livechatsupport #CDM #livechat #contactcentre

07.01.2022 An omnichannel experience doesnt have to be less human. Allowing customers to engage with your brand in their own way relies on your contact centres ability to transition smoothly between options, without losing momentum. CDM Directs highly trained operators have access to the latest technologies to make switching channels seamless no matter where the customer was at in the call process.... #contactcentre #customerexperience

07.01.2022 "Cutting costs" is the most cited reason for outsourcing a contact centre. Yet reducing costs alone, when it affects customer interaction quality and the customer experience, can damage customer relationships and customer loyalty, and sales. Our expertise is in how you maximise customer relationships while minimising costs. ... How? By creating an individually tailored operational plan, emphasising process improvements and scaling up and down quickly in response to your organisations exact needs. The savings from using CDM Direct can then be reinvested back into your business to improve core functions, invest in services, and intensify sales and marketing activities all of which build a competitive difference and improve your bottom line. #customerrelationships #contactcentre #outsourcing

06.01.2022 The move has implications for all foreign investment in the country, including many Australian customer support and contact centre operations. Is it better to keep your customer service operation on-shore or near-shore in a more politically stable country?

05.01.2022 Keep your business operating at peak capacity #contactcentre #outsourcing #CDMdirect #contactcentreoverflow

04.01.2022 The "faster" you follow up a new customer enquiry the more likely you are to win the sale. Yet many businesses still take hours - or days - to follow up a potential customer. One of the best ways to improve your existing sales conversion rate is to make sure that every phone and email enquiry is followed up within 5 minutes. A simple outsourced contact centre overflow service - for when your regular phone teams are busy - is a very simple, cost effective way to solve for ...this. And you only pay for the calls you miss. One very happy CDM client saw a 30% increase in sales by responding faster to every enquiry across phone, email, sms website and online chat. Not sure this would work for your business? Wed be happy to run a small-scale test or pilot program for your business so you can see - first hand - the attractive return youll get on this activity. #sales #contactcentre #followup

03.01.2022 So many Australian companies have been relocating their call centre operations to The Philippines in recent years and no doubt many of them will be feeling very nervous and exposed and as the the Economist highlights, they should be.

02.01.2022 If customers dont call your contact centre, are you still paying for the service? You probably are. Imagine having a phone contact centre team ready and waiting to answer your phone calls. ... But if customers dont call, you dont pay. You only pay once a customer is connected. You only pay for the talk minutes or for the customer handling time. It is just one of more flexible business models available for businesses. It is a brilliant model where call volumes are sporadic. That may include off peak phone services, hotlines or marketing campaigns where call volumes are variable. It is also a very attractive model for businesses currently experiencing lower volumes but still need to have contact services available. #contactcentre

01.01.2022 Imagine the following scenario: your customer is clearly shopping. Theyre clicking on products and have put a few in their cart. But now theyre lingering on the same page on your site. The customer is clearly interested in your product but theyre hesitant to make the next move. What if there was a way to talk to that customer and find out if they need help?