Edition 116 – October 2006

KELLY GLOBAL WORKFORCE SURVEY RESULTS - DISCRIMINATION IN THE WORKPLACE  
A new international workplace survey conducted by Kelly Services has found that almost half of all Australians believe they have been discriminated against in applying for a job with older Australians now facing the greatest prejudice.

SCRIPT OR NO SCRIPT?
The debate about scripts rages on. Some experienced call centre people say they are essential, others say they have no place in a well-run centre. Maybe it is a matter of ‘horses for courses’ but it certainly is an issue that has to be faced.

ON THE WAY OUT – A GOOD TIME TO TALK
Exit interviews can be invaluable but in many cases they are not held at all. Of course, so much depends on the atmosphere surrounding the departure, but companies should realise that they are the losers where valuable knowledge simply walks out the door never to be seen again.

PROFILE: KAMINI MCCARTHY, TOWER
Kamini McCarthy is the Customer Contact Centre Manager for Tower in New Zealand.   Based in the Auckland City Branch, she is responsible for the Tower Insurance, Tower Health and Health Life Customer Contact Centre.  Kamini has been in the Call Centre Industry for 12 years working for Vodafone, Ministry of Justice, Compac and Eircom in Ireland.