Ministry of Performance launched to address downturn in UK contact centres

Unless you have been working far too hard you must have seen Jamie Oliver’s Ministry of Food.

This is where he has taken the challenge to get Rotherham eating healthily.His principle is easy, he teaches six people six easy recipes, his only request is that they each teach these recipes to another two people, those people teach another two people, etc. By the end of the chain, the whole of Rotherham is eating healthy cooked meals.

So what has this got to do with UK contact centres? It is simple, we either sit around reading press releases of yet more job cuts, hoping we don’t become one, or collectively we, in a Jamie Oliver style, do something about it.

Leading the latter and doing something about it is Infinity CCS. They have created the ‘Ministry of Performance’ for UK contact centres, focused on bringing the industry together to collectively drive up performance where we’re failing, shout about what we do well and get the industry back on its feet.

“We can either sit back, take undeserved criticism and let the economy map our destiny, or as an industry we can do something about it,” explains Carl Adkins, managing director of Infinity CCS. “Having worked with some of the leading outsourced and in-house contact centres we know that there are always areas of improvement that can be made and if contact centres do not improve performance, then the inevitable cost cutting is required”.

The principle of the ‘Ministry of Performance’ is quite simple, the Infinity-sponsored consultant spends two hours walking the floor of the contact centre talking to agents and supervisors. At the end of this they spend 40 minutes with the contact centre manager providing them with immediate feedback on how they can improve the performance of their contact centre. The only requirement is that the contact centre manager passes on any good advice they receive to their direct reports and in true Jamie style allow Infinity CCS to pass it on, anonymously, to other contact centres as part of the Ministry of Performance.

The Ministry of Performance will also manage a ‘blog’ where performance tips and advice will be passed on to all, and participating contact centre managers will become part of a Ministry of Performance Network where they will be linked to other contact centre managers to share experiences and advice.

“As a proven provider of contact centre performance software, I feel that it is time we gave something back to the industry that serves us well, and as a customer of many contact centres, hopefully I will see the benefit from the service I receive,” said Carl.

To take advantage of the ‘Ministry of Performance’ register now at www.infinityccs.com/MoP and be part of this industry getting itself back on its feet. And as if you need more of an incentive, if you are one of the first 50 to register, you will receive a FREE copy of Contact Babel’s report ‘The UK Contact Centre Operational Review 2008’ which is worth £250.

7 Jan 2009

Filed under Call Centre News , Infinity CCS