Based on CCA’s previous experience with several large-scale speech recognition and voice biometric deployments, we regularly engage them to provide project management resources, and assist us with customer requirements gathering and solution design workshops. [Read more…]
Thank you for your excellent Telephone skills training workshop for the Customer Service Unit here at Wyndham City and the obvious knowledge & enthusiasm that you had to guide everyone through. This was not an ‘off the shelf’ session. It was customised and tailored to our needs which clearly showed CCA’s appreciation and understanding of what we were wanting to achieve. [Read more…]
Our contact centre solution had been in place for five years and we were keen for a comprehensive market review. We recognised the need for an independent expert to assist us and selected CCA based on their experience and market reputation. [Read more…]
During October progress on Project Connect has been made in continued engagement with the legal team at Norton Rose Fulbright as well as the appointment of communications specialist, Loud Communications to assist the joint working party. [Read more…]
Matchboard’s Call Centre Audio Map allows you to click on a country and hear a call sample, illustrating a “typical” accent for English-language calls in that country. The Map is a world-first initiative, designed to help companies draw informed conclusions about accents when considering location options for their call centre. Matchboard’s call samples are used by executives around the world to support business cases and presentations for onshore, near-shore and offshore service delivery. Matchboard will be adding more call samples from different countries over time. [Read more…]
The Contact Centre Industry “Best In The World” were announced in Las Vegas in November. Below are the Gold Medal winners in each category.
Gold Medal Award Winners [Read more…]
In operation since 2003 Contact Centre Action was established in response to a need to provide high-quality, specialist consulting services to the call and contact centre industry.
Since establishing Contact Centre Action, we have been fortunate to work with some of Australia’s largest and best-known companies covering many industry verticals including financial services, retail, general and health insurance, state and federal government, utilities, telecommunications, transport and logistics, outsourcing and technology.
Some of our clients include: NAB, Coles Myer, Australian Unity, Pacific National, BMW Group, Vic Roads, iSelect, SP AusNet, Brother, Primus Telecom, Nu Energy, SingTel, Department of Sustainability and Environment, Worksafe Victoria, Australian Health Practitioners Regulation Agency, Oceania Customer Interaction Services, Victoria Electricity and Excelior.
To illustrate the variety of the work we are able to undertake, we have detailed below the different tasks we have performed for multiple clients as part of our client engagements:
- Analysed the structure and workflows within a workforce planning department and recommended changes to reduce cost, improve service delivery and improve strategic thinking and planning.
- Developed a group-wide call centre strategy that involved technology upgrades, amalgamation of existing call centres, advice on recruitment and skill requirements, updating process and procedures and improving work flows.
- Performed ‘health checks’ including staff interviews, and presented a report with recommendations concerning management practices, environment, key performance indicators, metrics, customer service, internal communications, structure, remuneration, reward and recognition, reporting and feedback, process and procedures, and training.
- Gathered requirements and advised on the selection of a vendor and a suitable solution for a total contact centre infrastructure replacement.
- Gathered requirements and prepared a Request for Tender, analysed responses and advised on the selection of a suitable solution and vendor for a technology acquisition.
- Project managed a variety of projects, including the implementation of a call recording solution, the implementation of replacement contact centre infrastructure, the relocation of a contact centre to new premises and the implementation of the virtualisation of call centres across multiple sites.
- Analysed call flows, call routing strategies and IVR configuration and made recommendations to improve customer service.
Our staff have broad practical experience in many aspects of managing and operating Call and Contact Centres, allowing us to match the most appropriate skills to your needs and have access to many industry resources to provide you with the highest level of service and expertise available.
Staff are a major expense for most contact centre managers, making up in the vicinity of 65% of the cost of running a typical contact centre, yet few managers fully understand or have an effective strategy to reduce this cost. Contact Centre Action has a range of initiatives that can assist in employing and retaining good staff and reducing cost.
Improving performance and reducing cost starts well before recruiting staff. Employing the right staff in the first place is a basic foundation on which to build the success of your contact centre.
Many contact centres and employment agencies test skills and competencies of candidates prior to employment, usually as a general profile or against ‘industry standards’. We believe that every contact centre is unique, and therefore pre-employment evaluations should be tailored to your unique circumstances. Because of this, our testing methodology analyses the traits displayed by your best staff, and looks for those same traits in new recruits.
By following the development and progress of your staff over their career, and using this information to modify and refine the testing on a continuous basis, we can ensure that the staff you select are the most likely to fit your culture, and provide excellent service over an extended period.
Contact Centre Action can also assist with all aspects of the recruitment process, from defining the role requirements to finding the right staff.
Accurate role descriptions, Key Performance Indicators that are clear fair and measurable, appropriate interviewing techniques and sourcing the right staff are all key to reducing your cost and improving the service your customers experience.
Our recruitment philosophy is quite different to many other recruitment companies:
We are industry specialists – we only operate in the contact centre industry and have a thorough understanding of all aspects of contact centres.
We have a large network of contacts throughout Australia and the Asia-Pacific Region, making it easier to find the ideal person for your vacancy.
We believe in carefully matching candidates to your role and your company, thereby increasing staff engagement and reducing attrition in the longer term.
We will not recruit for a role until we thoroughly understand the role, the contact centre and the company – this includes listening to calls and observing the operation of the centre.
We review all our placements on multiple occasions during the first year of employment to constantly improve the quality of staff we provide to organisations.
Call us today to find out more, or for a competitive quote.
We can provide training on specific subjects, including induction training, call control, handling difficult customers, as well as many other subjects to suit your specific needs. All training is designed and presented by qualified trainers with extensive experience in the contact centre industry.
Should you require it, we can also arrange training in Certificate 3, Certificate 4 and Diploma in Customer Contact at minimal or no cost (depending on your eligibility for Government funding).
Coaching and Mentoring
Many staff find the position of Team Leader or Contact Centre Manager quite overwhelming when they are first appointed. In recognition of this, we have developed a mentoring program which is delivered individually to new appointees over a six-month period.
One on one sessions are scheduled every month for six months in your workplace. In each session progress to date is reviewed, a new subject is presented and activities or goals are set for the following month. In between sessions, the participant has telephone access to their mentor for any specific questions or issues that may arise.