Call Centres - Ringing the Changes

Call Centres - Ringing the Changes [FP13]
This popular report includes general business trends in Call Centres, the technology, their distinctive cultures and key issues such as wastage, absence, recruitment, management style and use of measures are addressed. FiSSInG research on Call Centres includes: background and growth business issues and drivers the people issues role of HR and future challenges. Insights are provided by Lynn Walton, HR Director of Halifax Direct, a European Call Centre of the Year award winner, who describes their operation, the winning characteristics, the management strategy, work patterns and HR strategies.
Best practice for high performing Centres is described:
organisation ergonomics culture technology reducing turnover and absence motivators and satisfiers benchmarks and measures setting up a new call centre site & practical considerations culture organisation development and training terms and conditions HR infrastructure communication, facilities and welfare provision. [S9 ~ 2001 ~ 17 pps]

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