VIEW Some of the toolkit content coming your way. 

• Resources and tools for use in call centres
• Best Practice guides
• Ready made charts and templates
• Call coaching templates
• Empty templates for adaptation
• CV screening templates
• Working documents
• Team leader/staff evaluation forms
• Performance tracking spreadsheets
• Display Screen Equipment training and assessment forms
• Quality monitoring forms
• Call centre performance audit forms
• Interview guides and questions
• Objectives and appraisals
• Assessment and testing tools
• Performance metrics
• Teleskills assessment forms
• Service levels
• Tele screening guides
• Templates for forecasting calls
• Mystery shopping guides
• Methods for calculating staffing requirements
• Customer satisfaction questionnaires
• Business cases for technology spend
• Organisation charts
• Product functionality checklists
• Job roles and descriptions
• Call scripting guidelines
• Competencies, skills and behaviours
• Health and Safety requirements, forms, templates and checklists
• Selection of contracts
• Incentive schemes
• Selection of call centre layouts
• HR policies and templates

Register now