Effective data purchasing strategies are an essential component of any outbound campaign. Here's our top 10 tips for getting the most from your data supplier.

Just like launching a mission to the moon, launching new call centre campaigns is exciting and nerve-wracking in equal measures. Here's our 5 systems checks we recommend for a successful campaign launch.

Receiving voice broadcast messages has become an everyday feature of owning a telephone. Is this a technology that you, or we, should embrace?

Cloud-based VoIP call centres have revolutionised the process of setting up a call centre within your business. We delve into the world of broadband technology, translate the jargon and explore the requirements of running a call centre over the Internet.

Transferring best practices from your top performers to the rest of your team can be frustrating at the best of times. Call levelling sessions are a great method for raising performance and conversion rates across your whole call centre.

Any outbound campaigns that use a predictive dialler are legally required to have an abandoned call message in place. Fortunately, this is quick, straightforward and could be the easiest £2m you ever saved.

Dialler technology is one of those areas of IT that’s got more jargon, TLAs and regulations than is reasonable for a call centre manager to keep track of. In this article, we delve into the options available and examine what makes predictive diallers so special.

The Agent Activity screen is an amazingly useful part of the Greenlight call centre system that gives you real-time insight into how your agents and predictive dialler are performing, and is accessible from anywhere.

With Ofcom introducing new legislation all the time to clamp down on unscrupulous call centre bosses, call centre managers need to carry out regular checks to ensure they’re operating on the right side of the law.

Forget choosing between soothing classical or funky pop. If you’re worrying about whether customers will enjoy your choice of hold music then unfortunately you’re completely missing the point.

Effective queue management is at the core of a successful inbound contact centre. In this post we examine whether intentionally overstating expected wait times could actually increase customer satisfaction.

In Spring 2017 the ICO will gain new powers that mean it's no longer going to just be taking companies out of business, directors will also be personally in the firing line.

Different outbound campaigns need different approaches to dialling to achieve optimal results. Here we look at the three types of automated dialling commonly available and how to deploy them to best effect within your contact centre.

As of 1st March 2017, Ofcom will regard any level of abandoned calls as misuse and potentially subject to action. As predictive dialling is essential to many outbound calling business' feasibility, where does this change leave those involved in outbound dialling? We take a deep dive into the revised guidelines and look for clues in the midst of uncertainty.

In order to stay on the right side of Ofcom and the ICO, call centres have an increasing amount of regulation to keep up to date with and implement within the business. Calling at acceptable times of the day and appropriate days of the year is something most business recognise as good practice, but unfortunately the rules around this, at least in the UK, aren't as clear as you might expect.

When the GDPR becomes law next year, call centres will face substantial changes to how they access, process and store consumer data. In this first article discussing these new regulations, we look at how opt-in consent will change and what you can do now to minimise the impact on your business when the GDPR hits in May 2018.

Once the GDPR comes into force, cold calling will still be permitted. There are, however, new responsibilities being placed on businesses to ensure responsible use of people’s personal data. In this article, we look at some of the checks and balances that organisations will need to get on board with by May 2018 if they’re to continue placing cold calls as part of their marketing activities.

The GDPR not only gives people many new rights regarding their personal data, it also gives companies many new responsibilities. These include telling individuals all about these rights and informing them how their data is being used, sourced and retained. In this article we consider the new statements that you will need to provide whenever using data to contact consumers.

Along with many new requirements that the GDPR places on call centres, the need for a Data Protection Officer (DPO) is one of the most original. This role involves a huge amount of responsibility and expertise and it won’t be easy for every call centre business to recruit one. Fortunately, not every business will need a DPO. In this article we take a detailed look at what a DPO does, and where the dividing line is that means your business needs one or not.

Unlike previous data protection laws, the GDPR requires companies to conduct a Data Protection Impact Assessment (DPIA) in certain situations. In this article, we look at when and how you conduct a DPIA and also the reasons you might want to conduct one regardless of whether you need to.

While it won’t be ready to be rolled out at the same time as the GDPR on 25th May, the new ePrivacy Regulation has some serious implications for direct marketers. In this article we take an in-depth look at the impact that the changes to ePrivacy could have on cold calling once they come into force.