Purpose

This work based activity can help you to quickly clarify the important aspects of team members' roles and skill levels in your Contact Centre. This is particularly relevant in a modern Contact Centre due to the lack of interaction between managers and staff as a result of the dominance of telephony.

Benefits

Often performance issues are wholly attributable to a misunderstanding between manager and employee. This is particularly true in a Call Centre where the lack of interaction between managers and staff is a result of the dominance of telephony.

Related Solutions

Audience

For Call and Contact Centre Managers or those wishing to develop the skills to manage a centre.

Learning method

Practical. Questionnaire and scoring mechanism for appraising team members' and your own performance against the job and performance standards.

Time to Complete

As required

Length

pages

Participants

Price

(inc. VAT)