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Industry News

The UK's most popular call centre magazine
The viewers of our webinar “10 Smart Ways to Improve Average Handling Time” were asked “How long is your Average Handling Time (AHT)?” Poll answers 0 – 59 Seconds – 2% 60 – 199 Seconds – 8% 120 – 239 […]
Our readers share their tips on maintaining high performance and quality in the contact centre. 1. Start over from scratch to tackle what really isn’t working I’ve found that the best approach is to start again. Look at what your […]
Heather Foley outlines the key things you should be doing to ensure your next meeting is a success. 1. Plan and prepare with firm objectives in mind First of all, you need to plan and prepare for your meeting. Do […]

Service News

Customer service in the telecoms sector is continuing to drop with 24% of customers unsatisfied with their provider over the last three months, the latest findings from the Institute of Customer Services reveal. This is down another 1.1 points since January 2014 and at its lowest point since the launch of the UK Customer Satisfaction Index (UKCSI)
Most services organisations rated above all-sector average, but almost one third need to show improvement in UK Customer Satisfaction Index
Earlier this week the Department for Business, Innovation and Skills launched the third phase of the Trailblazer standards development groups under the Government’s latest reform of Apprenticeship standards. The Institute of Customer Service is proud to announce that they are part of the Customer Service Trailblazer employer group which is one of three Trailblazers as part of the Business Skills/Business Group.