Are companies really aware whether their call centres are operating at maximum productivity levels? Quite often contact centres may have grown from being a small space in a back office with a few desks to a fully operational call centre, but the technology will have remained unchanged. This can lead to outdated systems, all of which can have detrimental effects on corporate image, reputation and ultimately the success of the business.

This is where outsourcing can be a real benefit to organisations wishing to optimise their range of choice and level of customer services.

According to James Le Roth, utalkmarketing outsourcing to a third party can also give businesses access to additional customer data, not available by conventional in-house means such as web forms. A skilled contact centre advisor will be able to interact on a more insightful level with callers, capturing the essence of how consumers feel about the brand, whether positive or negative.  

Eclipse Marketing has appointed Pippa Turnbull as a senior account manager.

For Pippa, this new appointment with the database marketing agency marks a departure from her previous role in the automotive industry, where she was direct marketing executive for BMW UK. She’s now spearheading the Eclipse team working on a major account for the food products company, Alpro soya.

“I’m very much looking forward to working in a different sector and to the challenges of working with a different kind of customer relationship – though many of the best-practice communication principles are transferable between industries,” said Pippa.

Database marketing agency, Eclipse Marketing, has been awarded Financial Services Authority accreditation, following a six month monitoring and assessment process.

Karen Mapstone, Eclipse’s new business development director, said: “The FSA process was rigorous and we invested a great deal into gaining this accreditation, in terms of time, money and effort. So we’re delighted to have achieved it and proud to join the elite band of marketing agencies with FSA approval.”