Edition 137 - October 2007

RETENTION
Call centre employees affect customer satisfaction, buying loyalty, productivity, and, directly or indirectly, the bottom line. So what should you be doing to keep the best?

EFFECTIVE COMPLAINT HANDLING IS CRITICAL
Many call centre managers are blinded by metrics.  Customer relationship management must remain a focus. An effective complaint handling process demonstrates commitment to quality service.  It indicates to staff and customers that the company is seriously interested in them.

PROFILE: JUSTIN BARTLEY, STATEGIC OPPORTUNITES AUSTRALIA
Strategic Opportunities Australia has a focus on B-to-B outbound telemarketing services. Company Director, Justin Bartley, based in Sydney, is very much an optimist who believes in hard work and the need to be aware of what is going on around you.