20 Mar 2009

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Our 40 seat Contact Centre has been going through a programme of change since our new Customer Contact Centre manager started in September 08.From documenting our processes, introducing new MI processes to planning schedules a month in advance to include 1:1’s and matching advisors to customer demand for every 15 minute period. To assist with the change programme we initiated the Colleague Involvement Group consisting of three members(CIG sometimes changed for Community Involvement Group). We invited Customer Contact Advisors to write their own ‘manifestoes’ as to why they should be representing their colleagues. We set up a voting area, with voting slips in a study booth with a ballot box and held the ‘elections’ on the same day Barack Obama won his Presidency.The ‘Election Campaign’lasted two weeks and we had eleven nominations. I found it useful to speak to some of the ‘influential advisor’s’ individually to encourage their nomination submissions. The CIG have their own meetings with the CCC Manager and it has been a useful to way to engage and have a dialogue with employees and communicating the underlying reasons for the changes and getting their buy in. Since the changes have come on line for the last two months we have achieved our 2 main KPI’s together for the first time in three years.

Comment by Amanda Collings — 4 Apr 2009 @ 8:42 pm

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