tag:blogger.com,1999:blog-8958311231520405027.post5303300084266232397..comments2023-12-02T08:48:05.495+00:00Comments on Dave Watson: Call centre turnoverDave Watsonhttp://www.blogger.com/profile/02001339406583991407noreply@blogger.comBlogger8125tag:blogger.com,1999:blog-8958311231520405027.post-84683411941274987582014-04-08T11:58:27.458+01:002014-04-08T11:58:27.458+01:00In the new digital economy the customer experience...In the new digital economy the customer experience is becoming the competitive edge for most B2C organisations. The customer experience is directly adversely affected by staff turnover. Consistency of service is everything and staff turnover inherently removes consistency. Look at First Direct - always a service award winner and low staff turnover stats - no surprise.<br /><br />My own take is that call centre managers are bound by statistics and so will 'put the bum on the seat'. They are inundated with unshortlisted CV's and hire on 'convenience' rather than aptitude. "you're available Monday? Great - you've got the job".<br /><br />At Krooter (www.krooter.co.uk) we understand this. A self service call centre recruitment platform we undertake the hard work of shortlisting and give managers the people they should see based upon a technology and HR professional screening in advance of them being submitted to the managers short list portal. And it costs just £199 including posting to all the popular boards (Monster, JobServe, Reed etc etc).<br />Julianhttps://www.blogger.com/profile/11182393652769471360noreply@blogger.comtag:blogger.com,1999:blog-8958311231520405027.post-3536828076183332962013-12-28T23:16:33.533+00:002013-12-28T23:16:33.533+00:00I Guess recruitment process must change and a job ...I Guess recruitment process must change and a job fit to be determined using Big five personality test, emotional intelligent test and increasing self efficacy if I was an HR I would benchmark my best performers and make a fit index to such job since it also include high emotional dissonance, emotional exhaustion and emotional labor. Regarding pay you must focus on the agreeableness personality trait when testing the big five as such people tend to accept low salary and low career opportunities. Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-8958311231520405027.post-40843138608800703622013-08-31T13:37:39.096+01:002013-08-31T13:37:39.096+01:00If you want to hire a company experienced in outso...If you want to hire a company experienced in outsourcing call centres and their requirements, North Star Direct can help.<br /><a href="http://www.northstardirect.co.uk/inbound-call-handling.htm" rel="nofollow">Outsourcing Contact Centres</a>UK Call Centreshttps://www.blogger.com/profile/18245148352148889360noreply@blogger.comtag:blogger.com,1999:blog-8958311231520405027.post-2363833709003686362013-01-29T14:11:07.822+00:002013-01-29T14:11:07.822+00:00I agree that there are other factors why there is ...I agree that there are other factors why there is a big rate of turnover in the call centers aside from the pay and conditions. I also believe that it is mostly due to job satisfaction. However, I have relatives who have been in the industry for five or more years already and they actually love their work. The call center industry has addressed these matters of having a high-quality workplace, satisfaction with work-life balance, effective supervisory leadership, and excitement in the job through consistently having team buildings, seminars on leadership, upgrading of the system and other solutions. <br /><br /><a href="http://novuscall.com/services/professional-virtual-call-answering-services/" rel="nofollow">Ruby Chelmsford</a><br />Rubyhttps://www.blogger.com/profile/01049619118767976129noreply@blogger.comtag:blogger.com,1999:blog-8958311231520405027.post-37569490303528547582012-11-19T17:05:10.331+00:002012-11-19T17:05:10.331+00:00Hi , it was really nice to visit your blog all the...Hi , it was really nice to visit your blog all the information is really great thanksCall Center UKhttp://www.call-center-247.co.uk/noreply@blogger.comtag:blogger.com,1999:blog-8958311231520405027.post-32613511041978239452012-10-09T12:21:33.292+01:002012-10-09T12:21:33.292+01:00Hi Dear
Really a attractive information............Hi Dear<br /> Really a attractive information..............<br /><a href="http://www.northstardirect.co.uk/" rel="nofollow">UK Call Centres</a><br />UK Call Centreshttps://www.blogger.com/profile/18245148352148889360noreply@blogger.comtag:blogger.com,1999:blog-8958311231520405027.post-44167975412346157032012-09-06T10:09:53.560+01:002012-09-06T10:09:53.560+01:00The call centre industry as a whole really does su...The call centre industry as a whole really does suffer with terribly high staff turnover rates. I've seen it before. A lot of managers in this industry believe that they need not worry about replacing staff as there are so many people out their who can replace any staff members in an instant with jobs being so hard to come by at present. It really is an attitude we need to kick and force managers to see the real cost high turnover has on both their bottom line and to the reputation of the business they are running.<br /><br />MelCallCarehttp://www.callcare247.comnoreply@blogger.comtag:blogger.com,1999:blog-8958311231520405027.post-87500133050184453502012-09-05T22:19:02.962+01:002012-09-05T22:19:02.962+01:00Absolutely, Dave. Parameters for 'acceptable&#...Absolutely, Dave. Parameters for 'acceptable' turnover levels were set by the Scottish government in their Pay Policy - high turnover rates were recognised for the negative expensive business drain that they really are (and they also told a negative story about an unhappy miserable workforce). However - the recyclables from turnover can be unfortunately attractive in today's financially squeezed environment... though of course, the job market has shrunk and folk are finding there just isn't the same opportunity in the sits vacant pages.sansserifhttps://www.blogger.com/profile/16445280597626572292noreply@blogger.com