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Purpose

This work-based activity will help you to define the skills and behaviours of successful Contact Centre staff using a job analysis and profiling process.

Benefits

This activity has real benefits for the Contact / Call Centre Manager in terms of recruitment, clear role definitions, performance measures and training needs.

Audience

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

Learning method

Practical. Different methods of job analysis are explored from Observation through Diary Tracking to formal Questionnaires and the strengths and weakness of each method identified.