Edition 123 - March, 2007

SKILLS TO LOOK FOR IN AGENTS
While experienced call centre managers are clear about the skills they want in candidates, new managers can pick up some tips here. The essentials are to have agents who are customer service oriented with the strongest possible verbal and written skills.

HAPPINESS IN THE WORKPLACE
Some managers may think that happiness in the workplace is just a fluffy concept but that is not the full story. The simple fact is that happy workers are more productive and unhappy workers can cause all sorts of angst. There is a very measurable business case for happiness.

PROFILE: DAVID GRANT, GLOBAL TELE SALES
Global Tele Sales (GTS) is a Melbourne call centre which is part of a global ‘follow the sun’ network.  It is a wholly owned subsidiary of the German Lufthansa Aviation Group, with Lufthansa being the major client.  The main area of activity is airline reservations and customer support.