Management Reporting

Is your Centre prepared for a Flu Pandemic?
Most call centres will have their own contingency plans in place for pandemic flu – which is very different in nature to other disasters such as a fire, flood or power outage. But for people who would like to know a little more about the issues, this whitepaper will describe the unique nature of a pandemic flu, how it will disrupt operations, and what can be done to minimise its impact on operations. You need to go to the bottom of this link and click on the free download. go here>

Contact Centre Audits and Assessments
Are you looking for an audit tool that will help you get an overview of how your contact centre is performing. Would you like to know the benefits and what is included in an audit? Did you know there are eight main functional areas that have been identified specifically for contact centres that are must dos in an audit? We have found an article that will help answer these questions and give you further information. go here>

Establishing Benchmarks
Do you want to know where to start or is it time to review your benchmarking? Callcentre.net has an excellent article using five practical steps to create and maintain and the review your benchmarks. click here> for steps 1 & 2, click here> for step 3, and click here> for steps 4 & 5.

SWOT analysis - template
The SWOT analysis has been around for a while now, we have heard about it and seen them in action, but where do you go if start if you want to create one for your contact centre. This link takes you to a template to get you started. go here>

Promoting your Contact Centre within your Business
One of the biggest issues contact centres face is a lack of integration between themselves and the rest of the business. Time and again, we have found this to be one of the core issues limiting the success of a contact centre.

Why is it such a vital issue? Without good integration, the business can find itself in the situation that “The Operation was a Success but the Patient Died!” - everything operates “by the book” but the desired outcomes are not achieved.

So what can we do?

Remove the barriers between the CC and the rest of the business. Make sure every CC member knows where and how they impact the success of the business… AND BE SPECIFIC.
Take EVERY opportunity to promote the CC and how it can help within the business. Talk it up and promote it using newsletters, presentations, intranet stories etc.
Appoint Senior CSRs as Account Managers to liaise with other parts of the organisation, representing the CC at team meetings and representing those groups within the CC.
Through this closer communication you can develop joint strategies and action plans to benefit both the CC and the rest of the business.
Simplify the integration by asking these groups how the CC can be easier to deal with, and vice versa.
Keep Management Reporting simple and more importantly, relevant to the audience. i.e. Management aren’t typically interested in normal CC KPIs, but they are interested in activity and outcome based KPIs – ones like customer satisfaction and conversion rates that impact directly on the business.
Use every opportunity to be a champion for customer service and the CC. Don’t be scared to show your passion for customer service. If you can’t, look for another career.