Edition 119 - December 2006

SEASON’S GREETINGS
We’d like to take the opportunity to wish you Season's Greetings!    We hope you have a happy and safe festive season and look forward to our next edition in 2007!

KELLY GLOBAL WORKFORCE SURVEY RESULTS - EMPLOYEES RATE THEIR BOSSES
Recent results released from The Kelly Global Workforce Survey has found that the overwhelming majority of Australian employees are happy in their work and they also believe that their bosses are doing a good job.

BENEFITS OF BENCHMARKING
Benchmarking in call centres can have a positive impact in many ways. Even just collecting the data can be a positive. But the main thing is that when the results of benchmarking are analysed, decisions can be made about benefiting from new opportunities for the business.

HINTS FOR NEW SUPERVISORS
After the excitement of being promoted to ‘supervisor’, the new appointee soon has to face the reality: being in charge of people is not that easy.   However, becoming an excellent supervisor takes time and it is best to take it one step at a time.

PROFILE: ISOBEL DAVIDSON, RAC CONTACT CENTRE
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.