It’s a tough balancing act trying to balance Average Call Times with NetPromoter Scores. Our editor Jonty Pearce visited the Conduit Call Centre who are actually increasing their talk times to improve their NetPromoter scores. (more…)
One of the last taboos in call centres is the problem of absenteeism. This can run as high as 15% or more on a Monday morning. It is so sensitive that one call centre manager called it the “A Word”.
So with Monday being officially the ‘most depressing day of the year’, we asked for your advice on dealing with staff absence. (more…)
When making redundancies, employers try to do so with the minimum cost and disruption to their operations. They often ignore the fact that the people left behind are, arguably, more important than those leaving. Simon Rustom provides some advice on how to avoid ‘Survivor Syndrome’. (more…)
In these cash-strapped days companies need to be creative about how they can deliver cost-effective incentive gifts and rewards to their staff.
We have looked at the incentives available and have rated them accordingly. Read on to find the best way to reward staff. (more…)
Stress can manifest itself in a range of symptoms and ultimately make you or your staff very ill. Symptoms to watch out for include headaches, irritability and forgetfulness.
In this article Carolyn Blunt looks at a range of techniques to improve stress levels for you and your team. (more…)
If you have high levels of call-centre stress, it could be that a quiet room could help to alleviate some of those shattered nerves.
Barbara Burke looks at how you could set up a quiet room in your call centre. (more…)
Remember being sent off to another country for a language exchange? Here is the example of another company that is doing this with two of its call centres.
Could we all benefit from a period of time in another call centre? Jonty Pearce investigates. (more…)
Here is an idea that still holds water…..The psychologist Fred Herzberg argued that it is possible to generate ‘movement’ (i.e. getting someone to do something) through what he called KITA management – Kick in the Ass. (more…)
How many of us have opted for the cheap option, only to regret not spending that little bit extra – whether that be on a washing machine, a car or a holiday? So often in life, the less your initial investment, the more you end up spending in the long term. The challenging economic climate is likely to see more companies look for cost-saving quick fixes for their customer service function. (more…)
Employee engagement is not only affected by how the company as a whole treats and values its staff but by all the interactions an employee has in the work place. Hayley Oats explores the subject for us. (more…)
