Edition 128 - May 2007

COLD CALLING IS SO YESTERDAY
Cold calling is costly, rarely effective and in many cases it is being abandoned by call centre operators.  In Australia, the Do Not Call Register may well make it even more difficult for those who rely on the scatter gun approach.

BETTER PERFORMANCE REVIEWS
Performance reviews can be a testing time for managers. They are very important and they have to be done well and on time. However, the importance of annual reviews is reduced dramatically where there is continuous feedback.

PROFILE: NEIL HARRISON, SOUL TELECOMMUNICATIONS 
In Australia SOUL has over half a million customers and a range of services including mobile, fixed, wireless and corporate network services delivered through the company’s own network.  Neil Harrison joined Soul in Perth in October 2006 as the Manager of Customer Care in the company’s contact centre.