With the economy coming out of recession, attrition rates will start to rise again.
In this double feature Steven Cooper and Helena Clayton look at practical steps we can take to reduce attrition. (more…)
A good customer experience is critical in maintaining a steady and satisfied customer base. Problems will inevitably happen, which is why it is vital to ensure that your complaints resolution procedures are robust.
Jane Langan and Derek Bishop explore one of the most difficult aspects of complaints resolution - how to recover from giving incorrect advice. (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…)
It’s the New Year and our thoughts turn to getting a new job. In this article we have asked our panel of experts for the top interview questions. We have also included pointers on how to deal with them.
Also, if you are recruiting for staff you may find that this provides you with a few tricky questions to ask. (more…)
Do you keep on having to buy new headsets for your call centre? Ever wondered where all those call centre headsets have gone?
Jonty Pearce thinks they may be in people’s cars. Read on to find out more. (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…)
There has never been a better time to train our call centre staff.
We asked for training tips and have been amazed by the response. Here are the 44 great tips we were sent… (more…)
Voice recordings can provide a great way of helping to train call centre staff.
We asked our experts about how to do it. (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…)
