Edition 120 - January 2007

KELLY GLOBAL WORKFORCE SURVEY RESULTS
Recent results released from The Kelly Global Workforce Survey has found that more than half of Australian parents would be prepared to take on more paid work if quality childcare was accessible.

SERVICE LEVEL AGREEMENTS ESSENTIAL
Because of the detail involved in running a call centre, most managers understand the value of Service Level Agreements. Where a vendor is engaged, it is impossible for that vendor to do everything exactly right, without the guidance of a step-by-step Service Level Agreement.

CRITICAL INGREDIENTS FOR WORKPLACE TEAMS
It is sometimes difficult to identify why some teams work cohesively and some never get off the ground. Managers can be very influential, particularly in the selection of individuals for team roles. It is important for managers to understand the different team roles that people can play.

PROFILE: ANN CLIFFORD, SAVINGS & LOANS CREDIT UNION
Ann Clifford has been in her current role for two years and it seems that she’s a “natural” for call centresas she loves “unexpected developments”. Ann gets a buzz when her team takes on a special challenge and wins.