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.