Edition 118 - November 2006

2007 EMPLOYEE SATISFACTION BENCHMARK SURVEY 
The Employee Satisfaction Benchmark Study which was introduced in 2003, is being conducted again. If you want your call centre to get the benefits of being involved, now is the time to register. The Study provides call centre managers with detailed information about what motivates agents.

EFFICIENCY IS GOOD, EFFECTIVENESS IS BETTER
Call centres have always had an emphasis on efficiency. But now, while keeping a focus on efficiency, there is a good deal more emphasis on effectiveness. But it’s harder to measure effectiveness. And with the pressure to do more with less, it is a tough ask.

THE FIRST 100 DAYS 
You can spend lots of time in the recruitment phase identifying a person who is just right, but their future career could be short lived if the first few months are not managed properly. It is worth paying attention to ensuring the individual settles in well.

PROFILE: PATRICIA KENNEDY, GU HEALTH 
Patricia Kennedy is Customer Service Manager in Sydney for the Grand United Health Fund which specialises in corporate health insurance. Patricia enjoys her job immensely especially because of her colleagues – “even on a bad day there is someone in the office who can always make you laugh,” she says.

INDUSTRY RECRUITMENT INDEX RESULTS
Since 2003, Kelly Services has commissioned callcentres.net to research and develop the Australian Contact Centre Industry Recruitment Index. The objective of the research is to provide up-to-date information on recruitment trends in the contact centre industry. Obtain a free copy of these results.