smallbusiness.co.uk: Helping your business think big

Short-term finance

Rory Earley, CEO of Capital for Enterprise, explores the options...
Have your say »

RSS

SMEs lax on call monitoring

Oct 11 2010

The majority of companies fail to implement quality control procedures for phone calls

Businesses are failing to implement quality control measures to govern how staff take telephone calls.

According to a study of 616 company managers by research organisation YouGov, 72 per cent do not have service levels in place that dictate how incoming calls are handled.

Some 74 per cent have never made a ‘mystery shop’ call to their own offices to understand how inbound calls are dealt with first-hand.

Of the 27 per cent of respondents who said they did have service levels in place, almost a fifth said this was simply a quantitative measure; for example, ensuring staff answer calls within three or four rings, rather than a more rigorous system of quality control.

Comments

There are currently no comments on this article

Mentoring – Now there’s a bright idea for business

Whether you're starting up, taking your business to the next level or just need a sounding board, Lloyds TSB understands that a business mentor can offer you the support and guidance you need to develop your business. Find out more today.

Win with UK2’s Business Hosting

Win tickets to the British GP with UK2’s Business Hosting. Find out more today.

Compare business insurance quotes

Tailor your policy, compare quotes and buyin minutes! Up to 50% No Claims Discount. Public and Employer's liability, Professional Indemnity, Business premises (also for home based workers) and more! Compare quotes now or call 0845-0723340 today.

Polls

Latest News

TUC: Redundancy policies need shake-up

The UK needs an alternative to redundancy, according to the Trades Union Congress.

Employees dream of power naps

Nearly half of office workers would willingly swap their lunch break for an afternoon nap.

SMEs tough on Jubilee break

Nearly two thirds of small businesses are refusing to give staff an extra day’s holiday to honour the Queen’s Diamond Jubilee this summer.

Employees keen to be seen at work

More than a third of office workers deliberately spend longer hours in the office than needed in a bid to impress their manager, according to a study.

SMEs to be wary of Grand National sweepstakes

Millions of workers across the UK could unwittingly break the law by taking part in a Grand National sweepstake, according to a prominent solicitor.

Injury reporting change aids SMEs

A change to the rules on reporting workplace injuries will save British companies thousands of hours completing official paperwork, says the Health and Safety Executive.

Managers ‘pushing health to the limit’

Small and medum-sized enterprise owners are risking burnout and ill health as they battle absence to keep their businesses afloat, research finds.

Businesses need to gear up for Games

A lack of preparation could see some of the UK’s small and medium-sized enterprises miss out on an economic boost from the London 2012 Olympic and Paralympic Games.

SMEs urged to be wary of break-ins

London businesses are more vulnerable to burglaries now than at any other time of year, says a commercial property consultant.

Staff to work over Christmas

Three fifths of small business employees will work over Christmas, and even those ‘on holiday’ will be in regular contact with work, research finds.

FPB: Don't scrap Xmas knees-up

The Forum of Private Business has warned that ditching the office Christmas party could alienate workers.

Guides & Tips

Businesses shouldn't overstretch themselves on their first property

How to find the best start-up premises

Finding the right first office for a business start-up can be a daunting task. SmallBusiness.co.uk has some useful advice.

Office moves – The Essentials

Relocating a business takes time and money. Read these tips to ensure your office move goes without a hitch.

Choosing the right buy-to-let mortgage

When you are investing in a rental property you must take out a buy-to-let mortgage. Rosie Beasley, from insurance firm Simply Business, gets the lowdown.

Don't Miss

5 winter safety checks for small businesses

If you own a small business, it’s time to order the snow shovels and prepare for the impact of Jack Frost this winter. Every year, companies are caught out by harsh weather conditions, so don’t fall victim to plummeting temperatures.

How can offsite document management help my business?

Seventy two per cent of companies say it’s harder to find information they own than information they don’t.

Selecting the best printers for the workplace

As with the rest of the Information Technology market, printers have continued to develop in sophistication over the years.

Store

FT Guide to Personal Tax

The FT Guide to Personal Tax is published by Pearson Education. Written by Sara Williams, CEO of Vitesse Media Plc and John Bloxham, this unique guide gives step-by-step advice to completing your tax return as well as over 230 tax-saving tips.

Growth Company Investor

Growth Company Investor is widely recognised as the leading magazine for investors interested in AIM and smallcap companies. Published 10 times per year, and brought to you by an award-winning analyst team, it offers subscribers unrivalled insight into high-potential smaller companies. Subscribe today with a 50% discount in your first year.

FT Guide to Business Start Up

The FT Guide to Business Start Up 2012, published by Pearson Education, is written by Sara Williams, CEO of Vitesse Media Plc. This unique guide has sold over two million copies. It offers practical advice about starting and running your own business.