Australia Drawing on a number of industry experts, the report focuses on achieving best practice methods in the actual construction and fit-out process, business considerations before building, as well as case studies and advice to senior management during the process. This research shows how the framework of a call centre can provide the flexible and robust support needed in this high-growth and dynamic environment and explain how, with the required creature comforts, fatigue is reduced and productivity increased. The Insight Series is aimed at providing current information on the topics that matter to Call Centre Management. This is the first report in The Insight Series. Call quality is an essential factor in the development and retention of customer loyalty and ultimately keeping call centres profitable.
Quality is productivity.
The report not only brings you the current findings on call quality best practice in Australian call centres but also provides solutions to improve call quality, with an eight step Call Quality Monitoring Program published exclusively in this report. This Survey provides information on staff turnover in Call Centres and will prove to be an invaluable tool for planning, reviewing and budgeting. It covers Call Centres from various industry sectors across each State in Australia using data collected during September 1999, and represents over 9,000 staff from 78 organisations and 345 agents who had all left a Call Centre at some stage. The Survey will aid you in recognising what factors contribute to staff turnover and what factors do not and is vital for improving the overall success of the Call Centre operation.