We're curious about: GREENJOBS
Looking for Accurate Weather Forecasts? Click here.

Idea: secrets of high performing call centres

http:// ca11centre .az.com

AZ.COM AZ Zorgium: The owner of the unique content which we abstracted has a web page that our search engine cached here. For your convenience, our search engine enhancement has rendered it script and pop-up free. Proceed from our abstracted version to the owner's website in our frame page when you have determined you have further interest. We've included a hyperlink above in blue that will take you to the original fully formatted article and sources when clicked. We've also included hyperlinks to alternatives below in blue. AZ.COM AZ Zorgium provides endorsement free abstractions. BEWARE of 'fakeosphere'
fake articles, fake blogs (flogs) and web traps.

These following stats are for our tracking and internal use only:
SiteClicks: 70%, SegmentsViewed: 90%, Weight: 71%
ForwardChainedVisitors: 86%, LinkBacks: 65%, VerControl: 1.17

IDEA Alternates: anxietylie adeft manelady marodsal silensal6 susa360 websno1 fortun8 wcraftsman joshuaclub indika7200 rebirddog kaddeesh10 wahsuccess spyoptic13 denet eqxl101 groom11 qicweb
IDEA Favorites: azprojectmoneyguideaz longdistancelovemaking azrootcanalsurvivalaz vlwgroup az-papules-az adesso2

Abstract

secrets of high performing call centres

Most call centres fail not through bad intent but poor method...

Get the truth here about how to turnaround a failing call centre

Free 7 lesson mini course

Does this describe your contact centre?

o High abandon rate...
o Poor service...
o Spiralling costs...
o Poor morale...
o High absence...

Ok maybe you're not affected by all of these problems but you'd
certainly like to or have been given the task of making a change...but
are you aware that most of the common intervention methods simply don't
work?

Go on any call centre course or even get advice from your local call
centre association or body and here's the sort of thing you'll be told
to do:

1. Set targets so staff can handle more calls
2. Manage staff absence better, weed out the problem people
3. Do more 1:1s, coaching/counselling, its all the same really
4. Put big signs on the wall reminding everyone that quality is job
No.1
5. Bring in a trainer to teach your staff to be more polite and
helpful
6. Ask everyone to reduce their wrap-up time
7. Bring in temp staff
8. Outsource to India or some other cheap place
9. Do more staff training
10. Etc etc etc...

Well, I hate to be the bearer of bad news but none of the stuff youve
been taught about how to run your contact centre better will make any
positive difference.

In-fact (and I know this a big claim) but in our experience, other than
staff training, all of the above methods will make performance
worse...much worse.

And lets really be honest, if those methods did work you would have
seen improvements by now wouldnt you? You see, the gurus and the
associations will have you believe that managing a call centre is just
tough, it just costs lots of money, people are difficult, thats just
the way it is.

Actually theyre wrong, managing a contact centre is really easy and
when you know how, you can get:
1. A 50-60% reduction in call volume
2. Freed up staff capacity for other value adding projects
3. Lower costs than you can achieve by outsourcing
4. Higher staff morale
5. More committed staff
6. Major customer service improvements
7. Hundreds of thousands of pounds saved on staff re-training and
recruitment as a result of attrition
8. More rewarding jobs for staff and management

Dont believe me? Enter your details below to get immediate access to a
free mini course on why the standard practices in contact centres dont
work and what to do about it.

As an extra youll get an interview with the Customer Service Director
at Scottish Life talking about how she changed her culture, slashed
costs and won masses of awards.

Youll also get an article explaining through independent research how
the Velux window companys call centre got the highest levels of staff
commitment in the industry.

Enter your details below and get access to your free information within
the next few minutes.

No thanks, I've already got the free Secrets of high performing call
centres mini course

Want more information on high performing call centres?

email: office@vanguardscotland.co.uk

Copyright © 2009 Vanguard Scotland

End of Abstract

ZORGIUM NOTE TO CONTENT PROVIDERS: If you end up experiencing long delays before the content of this page is indexed by your search engine, you may need to change search engines. Goto your browser's AZ toolbox and select option "YAHOO as Alternate", or "BING as Alternate." Yahoo usually indexes our pages the best, i.e., search for "az.com" using yahoo.com. If you don't want your page to appear in Zorgium's search abstraction then put an exclusion for "Zorgium" in your web server's robots.txt file.

DISCLAIMER: Zorgium is a free world-wide-web engine from AZ.COM. You may use it, but by doing so you agree that your use of other people's information discovered via our website is entirely your responsibility. Enjoy!
View Full Article