Edition 99 – February 2006

STRESS CONTINUES
Telemarketing guidelines have been around for some time now and many enlightened call centre managers run excellent people-friendly centres, yet, there are still reports of unacceptable call centre environments that cause a great deal of stress.

BUILDING TEAMS EFFECTIVELY
Workplace teams can be wonderful but they can create headaches all round. A couple of the major hurdles for good team performance include not having clear goals and not being able to identify the reasons for failure. For a team to be effective, these two elements must be worked out.

PROFILE: COLIN GEARD, MINISTRY OF JUSTICE, NZ
Colin Geard is responsible for ensuring the Auckland Contact Centre of the Ministry of Justice is fully staffed with skilled and motivated people to support the organisation’s objectives.   He is an incredibly dynamic people manager who creates an environment of enthusiasm and passion – he values and respects his team, his manager and the organisation as a whole.

2006 EMPLOYEE SATISFACTION BENCHMARK STUDY
Employee satisfaction and retention continue to be major concerns for the call centre industry. Kelly Services and callcentres.net are currently seeking participants for the 2006 Employee Satisfaction Benchmarking Study, which aims at assisting call centres to develop strategies to improve retention and performance.