The Call Centre People Challenge

Customer Service RepRetention of Full Time & Temporary Staff can be a challenge.

Many of our clients run call centres, some on shore, some off shore and many a mix of the two. I read a post recently from an old colleague who gets this space better than most.
Alison Mathiebe, educated in Australia – an author, trainer and Contact Centre Manager is based in Germany providing consulting to organisations to help them improve their call centres from a people perspective.

Permanent staff may believe that their permanent status and long period of service for the organisation makes them superior to ‘the temps’, even when job descriptions and duties are the same. In some sense, this is correct as permanent staff will be treated more favourably in times of cutbacks; however, this feeling of superiority can set up a situation for bullying if left unchecked.

>> Click Here to read Mathiebe’s post.

About Derek

Derek has worked in the Sales & Marketing Consulting and CRM industries for over 17 years. He's consulted to companies here and overseas helping them develop processes to support their lead generation, marketing and sales businesses. He sees CRM as an enabler and not a solution by and of itself. Implemented with users in mind and a clear view of defined processes, companies can derive great value from their CRM.

View all posts by Derek

Leave a Reply