Comments on: Hints and tips from an award-winning call centre

By: Kayleigh

Kayleigh — Sat, 26 Jun 2010 14:35:25 +0000

This sounds great, I have worked in a call centre for a few years and I am not looking at call centre management and customer care, are there any books you can recommend?

By: Jacques Bakx

Jacques Bakx — Wed, 04 Nov 2009 08:08:03 +0000

Good article. For a sales project (magazines) we matched customers and agents on age and interest. Did you try to match on call reason and personality type?

Jacques

By: Jonty Pearce

Jonty Pearce — Mon, 02 Nov 2009 18:03:07 +0000

As you can imagine Bev is very busily involved running the call centre. Paul Weald, who was one of the judges has agreed to help answer any questions on the Forum.

http://www.callcentrehelper.com/forum/topic/what-can-we-learn-from-award-winning-centres

By: Tony

Tony — Fri, 30 Oct 2009 15:00:20 +0000

The article states the personalities have been drawn using a simplified version of Myers Briggs – google it.

By: Haroon Bakri

Haroon Bakri — Fri, 30 Oct 2009 09:47:14 +0000

Very Good article indeed What do you use to determine people’s personality types? A set of questions they need to answer? Are you able to send me this if so?

By: Wasif Balouch Ashrafi

Wasif Balouch Ashrafi — Fri, 30 Oct 2009 08:03:00 +0000

Very Good article indeed What do you use to determine people’s personality types? A set of questions they need to answer? Are you able to send me this if so?

Regards,

Wasif

By: Robyn

Robyn — Thu, 29 Oct 2009 21:38:13 +0000

Loved your article! What do you use to determine people’s personality types? A set of questions they need to answer? Are you able to send me this if so?

Thanks,

Robyn

By: deborah riley

deborah riley — Thu, 29 Oct 2009 19:59:40 +0000

It’s great recognising the different personalities in both the call centre and customers.

Are the advisors measured on their average handling time?

By: Stacey

Stacey — Thu, 29 Oct 2009 17:16:46 +0000

Love the personality type being displayed!! Please let me know what tools you are using to determine each person’s type as well as the tools we would need to understand how we should be communicating with each other. Please please – would love to implement this.

thanks!

By: John Smyth

John Smyth — Thu, 29 Oct 2009 12:38:17 +0000

I think this is excellent. I have left my contact details as I am looking to further improve our current set up. If possible to benchmark services/performance and productivity etc. Any help appreciated.

Thanks