UK and IrelandAdvisor Perspective
Welcome to the Advisor Perspective subject, the available knowlege bank articles are displayed below.
Knowledge Bankknoweldge bank rss
Advisor Induction
Some areas to cover in organising your advisor induction programmes View
After Call Work / Wrap - (ACW)
After call work, as its name suggests, takes place after the voice interaction with a caller and is the time spent processing any associated work f… View
Anecdotes of Horror
Does this really happen in todays 21st century call centres? View
Breaks - Display Screen Equipment Regulations (DSER)
Regulation 4 of the DSER (Display Screen Equipment Regulations) does not demand that breaks are necessarily rest breaks. They can be changes … View
Bullying - Stress
Relationships. The term describes the way people interact at work for business purposes and includes bullying and harassment. The press… View
Calls Per Hour
Calls per hour is a useful indicator of efficiency levels right down from call centre to advisor level. However, that is all it should be an … View
Customer Service - or lack of It (case study)
I would like to share with you an experience I "suffered" recently which brings out many of the points we often hear about call centres.&… View
First Contact Resolution (FCR): Agent Perspective - Internal Resolved
First Call Resolution (FCR) can be seen from both the customer and agent perspective. With this in mind, it is usual to adopt two measures; both an… View
Monitoring - Performance
Quantitative and Qualititative aspects of monitoring View
Poor Call Centre Characteristics
Poor call centres are characterised by: Low pay Poor conditions Lack of breaks Mismanagement of staff Modern day sw… View
Ready & Positive Behaviour
What Ready does is improve 'positive seat attendance' by minimising excess levels of Not Ready and at the same time, maximising Ready to a … View
Reorganisation - Questions & Answers
A sample Q & A document that might be used around reorganisation times View
Requirements for Call Monitoring
Accuracy Script/process adherence Associate follows written material as explained in training, as well as Methods and Procedures (Te… View
Staff Bulletin
An Excellent way to communicate with staff from local government View
Sweatshop Cause & Effect
The 'cause and effect' of the 'sweatshop' syndrome. CAUSES Inadequate resourcing Too many calls High occupa… View