adecco call center solutions vienna, may, 15th 2000, lettie logher adecco call center solutions...
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Adecco
Call Center Solutions
Vienna,Vienna, May, 15th 2000, Lettie Logher May, 15th 2000, Lettie Logher
Adecco
Call Center Solutions
Vienna,Vienna, May, 15th 2000, Lettie Logher May, 15th 2000, Lettie Logher
AgendaAgendaAgendaAgenda
Overview Adecco Overview Adecco Call Center Solutions Call Center focus Standardized procedures Human Issues The evolving role of an agent Trends in Call Center HR- Management Common Mistakes
Lettie Logher
Worldleader in employment services
5500 offices55 countriesTailormade solutions
Lettie Logher
Adecco Call Center Adecco Call Center SolutionsSolutions
Global leadershipLocal powerLettie Logher
Call Center focusCall Center focusCall Center focusCall Center focus
Human Capital
Dedicated Call Center Consultants (Inter)national Recruitment Assessment (hard skills and competenties) Adecco Call Center Training Institute 3 levels of Value-add services
- staffing and training - HR Facility management - outsourced Call Center management
HR consultancy
Lettie Logher
Standardized ProceduresStandardized ProceduresStandardized ProceduresStandardized Procedures
Resources Search & Selection (Inter)national Recruitment Telefonic Interview / Assessment Behaviour Interview Assessment (X pert) Training Program (through the Net) Adecco.com Monster board (Inter)national Database
Lettie Logher
Human IssuesHuman IssuesHuman IssuesHuman Issues
Low value-add agent positions will be replaced by web, IVR and speech recognition Agents needs to become more skilled, empowered and knowledgeble Salaries will rise Unlikely that we see reduction in headcounts in the call centers Increase in the proportion of part-time agents CC managers are likely to continue to face recruitment and retention problems Lettie Logher
The evolving agent roleThe evolving agent role The evolving agent roleThe evolving agent role
Change from Service to Profit Center
The balance between full-time and part-time agents Recruitment and retention problems Agent preferences Training issues The professional agent
Lettie Logher
Trends in Call Center HRMTrends in Call Center HRM Trends in Call Center HRMTrends in Call Center HRM
Significant increase in clients interest in:
International relationship Fact Findings Outsourced services Benchmarking (Through Xpert) Uniform levels of service and reporting Stronger focus on core business Increasing the flexible workforce
as a strategic instrument
PARTNERSHIP Lettie Logher
Common MistakesCommon MistakesCommon MistakesCommon Mistakes
The two most common mistakes made in
recruiting for Call Centers
Underestimating the resources required Underestimating the time it takes to
recruit professionally
Lettie Logher
AdeccoAdeccoCall Center Call Center SolutionsSolutions
Lettie LogherLettie Logher