Contact Centre Action in Melbourne, Victoria, Australia | Business consultant

Contact Centre Action

Locality: Melbourne, Victoria, Australia

Phone: +61 1300 789 456

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25.01.2022 Tips for Successful Contact Centre Management - Part 7 In this series we will look at some of the common mistakes made by contact centre managers, as seen by our work in the Australian contact centre industry. They are not presented in any particular order. This article is the seventh of nine articles in the series.... Work With The Business Contact centres often operate in isolation, with little or no interaction with other departments in the business even if their performance has a direct impact on the other department. Contact centre staff should meet regularly with all other parts of the greater business that are impacted by the performance of the contact centre after all, those other parts of the business are customers of the contact centre too. In order to be truly effective a contact centre manager must know what other departments expect of them, and must also show other areas how their work impacts the contact centre. For example, if Accounts send out inaccurate invoices, or Marketing put an ambiguous statement on the web site, contact centre volumes will increase, which has a real and measurable cost to the business. By demonstrating that cost (or even re-charging it internally), it will encourage the other departments to consider the impact of their actions in the future. This frequently occurs when a customer calls the contact centre to request something (maybe a new service or a fault repair), but the contact centre cant resolve the issue immediately and has to pass the issue to another department. If the other department doesnt resolve the issue quickly the customer will call the contact centre back thus increasing workload. In extreme cases they will become frustrated with the contact centre and its staff, which can adversely impact staff morale even though the contact centre cant do anything to resolve the problem. While regular meetings are the most common way of interacting with other parts of the business, there are other strategies that can be employed, including: Encouraging management from other departments to visit the contact centre and see how it works even listen to some calls. Creating a staff exchange program so call centre staff and staff from other areas that interface with the contact centre can swap jobs to experience each others challenges and successes. Providing customer service is not the responsibility of a single department, even though a single department maybe the interface to the customer. Customer service is the responsibility of everyone in the organisation, and everyone needs to work together to provide that service. For more information please email [email protected] or call +61 3 8648 6577. All previous articles are available on our web site - www.ccaction.com.au Next article Communicate Effectively.

25.01.2022 Acquiring New Contact Centre Technology - Part 3 of 5 In this series we discuss the process of acquiring new technology for your contact centre, and provide some suggestions to ensure a successful project. This article is the third in the series....Continue reading

25.01.2022 Multichannel is Mandatory True or False? Many articles I have read and presentations I have been to recently are claiming that, for a business to survive they have to offer more than just the voice channel for interactions with their customers. This is usually justified by statistics illustrating how social media usage has taken off across all age groups, and the infamous Generation Y only want to use non-verbal communication channels. Anyone with teenage children can relat...Continue reading

24.01.2022 Tips for Successful Contact Centre Management - Part 8 In this series we will look at some useful tips for contact centre management, as seen by our work in the Australian contact centre industry. They are not presented in any particular order. This article is the eighth of nine articles in the series.... Communicate Effectively This point relates to communication within the contact centre, as well as communication across the wider business. Communication within a contact centre is difficult to get right. It shouldnt be too much or key messages are going to get lost in the noise. It also shouldnt be too little staff need to know what is going on and how it affects them. The format of the communication is important too. Often, team leads send out emails with information, product updates, promotions, break times, birthdays and all sorts of other subjects. Staff either ignore them, or read them at a suitable time (which might be too late). People also learn (and receiving information is learning) in different ways some learn best by reading, some learn best by seeing, some learn best by hearing and some learn best by doing. Tailor your message to your staff it may even be appropriate to use multiple formats for the same message. Another complaint of some contact centre staff is that they never know what is going on in the rest of the business they just come to work, do their job and go home and arent fully engaged in the success of the business or (worse still) dont understand how their job benefits the business as a whole. This point is related to Article 7 in this series Work With The Business (available at www.ccaction.com.au). It is essential that contact centre staff see themselves as integral to the entire business. It is just as important that the rest of the business views them in the same way after all it is highly likely that the contact centre is the biggest and most important interface between the business and the customer therefore the success of the whole business is heavily dependent on the performance of the contact centre. For more information please email [email protected] or call +61 3 8648 6577. All previous articles are available on our web site - www.ccaction.com.au Next article All Hands On Deck.

23.01.2022 Acquiring Contact Centre Technology - Part 5 of 5 In this series we discuss the process of acquiring new technology for your contact centre, and provide some suggestions to ensure a successful project. This article is the fifth in the series....Continue reading

23.01.2022 Acquiring New Contact Centre Technology - Part 2 of 5 In this series we discuss the process of acquiring new technology for your contact centre, and provide some suggestions to ensure a successful project. This article is the second in the series....Continue reading

22.01.2022 Part time and full time customer service roles available in Melbourne. Details at www.ccaction.com.au.

21.01.2022 Client Engagement Executive Build Business Genuinely Corporate Sales Experience Outsourced Solutions... A unique opportunity exists to work for an Australian owned company who are leaders in their industry. This is an offer to build long term sustainable solutions for clients with a business that prides itself on its personal touch and strong work ethic. You will develop a sales pipeline, identifying key corporate opportunities to build on a solid and award winning base. We are looking for individuals with a realistic approach to sales. There are no egos here! Committed, passionate and entrepreneurial this company is looking for a like minded executive to join their business. A corporate sales background is essential, as your experience will include building business through key relationships with Senior Key Stakeholders. A strong work ethic and engaging approach to build business, whilst wanting to genuinely contribute to the organisation, will be your key to success. There is an expectation that due to your sales background, you will hit the ground running. You will also receive training; education and mentoring you feel you require ensuring you have the tools and resources to achieve your targets. This isnt just a sales role! If you truly enjoy working with corporate companies to provide a solution, then you will be rewarded and recognised on your contribution with this business. This is an opportunity for a genuine corporate sales executive to meaningfully contribute to a business.

19.01.2022 We recently received the following testimonial from one of our clients who used our Recruitment Services!!!: "I have recently recruited a large number of staff for my customer service area in preparation for an anticipated surge in demand for our services. CCA was invaluable at assisting me with this process. CCA took the time to understand my needs, develop a profile of the perfect candidate, short list from an unanticipated surge in applications, interview candidates and refer them on to me. All of the candidates I met were short listed appropriately as they had the right background skills and experience, a desire for the role and had been well briefed on the job expectations and company. CCAs immediate availability, genuine interest in our business and enthusiasm made the whole process streamlined."

18.01.2022 Tips for Successful Contact Centre Management - Part 2 In this series we will look at some useful tips for contact centre management, as seen by our work in the Australian contact centre industry. They are not presented in any particular order. This article is the second of nine articles in the series.... Provide Appropriate Training Training is often focused on induction training staff are recruited, put into a classroom and/or on the phones with a buddy and crammed with as much product and service knowledge as possible. The new staff member is unable to remember everything they have been taught, and are not confident when they are put onto the phones. This results in stress and can contribute to poor staff morale and high turnover. A better approach is to only teach new staff what they need to know to get on the phones quickly, and allow them to reinforce their learning while they gain experience. Where possible, this should be a single product, a single function or simple tasks and use the capabilities of the technology to only feed them calls they can handle. As their confidence grows, teach additional products and skills and include those calls in their capabilities. This aids confidence with a corresponding improvement in morale and customer service. Training doesnt stop after induction it is ongoing forever. As new technology (including new phones and CRMs), new products, new services or new processes are introduced or updated, thorough training should be provided to all staff to ensure they are appropriately equipped and confident to handle customer queries. Staged training as advocated in this article should be complimented by: A quality assurance and evaluation program A reward and recognition program Multiple levels of staff skill to allow recognition and promotion of staff as they achieve a higher skill level Frequent feedback and coaching. Customers expect staff to already know the answers to their questions, not to have to look them up or go and ask someone. It is highly stressful for staff to have a customer on the phone and not know the answer to the question they are being asked. For more information please email [email protected] or call +61 3 8648 6577. All previous articles are available on our web site - www.ccaction.com.au Next article Recruit The Right People.

16.01.2022 Looking for a Project Manager for a 2-month project in Melbourne. Avaya/Genesys environment. Pls contact us at [email protected]

15.01.2022 Check out our brand new web site - www.ccaction.com.au

14.01.2022 Tips For Successful Contact Centre Management - Part 5 In this series we will look at some useful tips for contact centre management, as seen by our work in the Australian contact centre industry. They are not presented in any particular order. This article is the fifth of nine articles in the series.... Sell Success Do other areas of your business know what you do and how well you do it? Really? They know you help customers or sell stuff over the phone, but do they realise how much you sell, or how many customers you help that would otherwise be calling them? I bet they dont. If you have a company newsletter use it. If you dont, create your own newsletter to tell people about what you do. Not in detail it wont be read. Just a few key metrics, examples: Did you know that the contact centre made xxx sales totalling $yyy,yyy.yy this month? Did you know we helped zzz customers with an average NPS/Customer Satisfaction score of aa? Of the bbb calls we received this month, only cc% required escalation to another department for resolution thus removing a significant amount of work from these departments. The home page of the company intranet is also a great place to advertise the successes of the contact centre. You can also publish complimentary emails from customers to reinforce the positive customer satisfaction scores. It is important that contact centres demonstrate their value to all parts of the business thus generating interest and respect for the valuable work they do. For more information please email [email protected] or call +61 3 8648 6577. All previous articles are available on our web site - www.ccaction.com.au

14.01.2022 Merry Christmas everyone - have a wonderful time with your friends and family. If you are having a holiday, enjoy it and travel safe. We will be open throughout the holiday period except for the public holidays.

14.01.2022 Acquiring New Contact Centre Technology In this series we discuss the process of acquiring new technology for your contact centre, and provide some suggestions to ensure a successful project. This article is the first in the series....Continue reading

12.01.2022 Tips For Contact Centre Management - Part 3 In this series we will look at some useful tips for contact centre management, as seen by our work in the Australian contact centre industry. They are not presented in any particular order. This article is the third of nine articles in the series....Continue reading

11.01.2022 DON'T MISS OUT - LESS THAN A WEEK TO GO - Entries to Contact Centre World Awards close on January 17th 2016 - www.contactcenterworld.com

11.01.2022 Tips For Successful Contact Centre Management - Part 4 In this series we will look at some useful tips for contact centre management, as seen by our work in the Australian contact centre industry. They are not presented in any particular order. This article is the fourth of nine articles in the series.... Focus on the Right Metrics Almost anything in a contact centre can be measured. In fact, metrics in a contact centre can become a cottage industry of their own. All those tables of numbers, statistics, pretty colourful graphs, monthly board reports that run into tens of pages and lots of detail, wallboards with all sorts of displays for all to see. It is all worthwhile, right? I mean all these numbers show how hard we are working and what great service we are providing, right? Wrong. Many people outside the contact centre do not understand contact centre metrics. In fact many contact centre managers dont understand all the metrics available to them. Or, they understand the metric but not the reason or how to effect change. For example, there is a wide variance in average talk time between (apparently similar) staff members, but why does this happen? The complex metrics are useful for contact centre manager to identify issues and make changes and improvements that affect the higher level measures that senior staff are usually interested in. Before you send any more reports out, talk to the recipient of the reports and find out exactly what they want, then provide that and only that. Senior management and boards generally want simplicity and are only interested in 2 or 3 key metrics value of sales for the month, costs for the month, Net Promoter Score or customer satisfaction score, staff forecasts, and that is about all. All other metrics contribute to these, but are for the contact centre manager to use to achieve these goals. They are too specialised for senior management who usually dont want reasons, just the impact to the business. Review and simplify your reporting, cull any reports that arent required and save your time and money. For more information please email [email protected] or call +61 3 8648 6577. All previous articles are available on our web site - www.ccaction.com.au Next article Sell Success will be available mid-January 2016 as we are taking a short break. Merry Christmas and a very Happy New Year to all our readers.

10.01.2022 Tips for Successful Contact Centre Management In this series we will look at some useful tips for contact centre management, as seen by our work in the Australian contact centre industry. They are not presented in any particular order. This article is the first of nine articles in the series.... Empower Staff Staff are intelligent they have to be to work in a contact centre. They come to work each day with the intention of doing a good job and providing a high level of service to their customers. However, in many centres whenever a decision is required they have to refer to a team leader or supervisor for approval particularly when there is actual money involved. Interestingly this can be as little as a $5 refund to the customer and the cost of obtaining the approval would far outweigh the refund itself. There are two, equally important issues here the customer service impact and the staff impact. The customer service impact is obvious particularly to the customer. By insisting staff obtain approval, even for small transactions, you are delaying the resolution. Whether you have the customer on hold while you refer to a senior person, or you have to call the customer back later, it is still an unnecessary (for small amounts) inconvenience to the customer. Further, the additional time taken will also add to the queues as staff that could be answering calls are off obtaining approvals. The staff impact is not so obvious. By insisting staff obtain approval for what seems to be the most menial things, managers are effectively giving staff the impression that they are not trusted. This can have an adverse impact on staff morale and can actually contribute to staff turnover. Have a look at your operation, understand what the most common issues are and come up with some appropriate boundaries for staff that empowers them to make decisions and take responsibility for their own customers. Actual monetary refunds are one obvious area, but altering standard processes, or rushing approvals or similar could also be included in agents delegation authority. There are three key benefits to this: It improves customer service It empowers staff, makes them feel valued and improves staff morale It reduces workload from team leaders and supervisors, allowing them to focus on tasks where they can really add value. For more information please email [email protected] or call +61 3 8648 6577. All previous articles are available on our web site - www.ccaction.com.au Next article Provide Appropriate Training.

10.01.2022 Know an operating call centre for sale in Melb <150 seats? Must have ongoing business. I have a buyer! [email protected]

10.01.2022 Did you get our newsletter today? Dont miss out - email [email protected] for your copy.

10.01.2022 Telemarketer / Appointment Setter (2 roles) Scope to move from desk to BD role Telco Services Double your salary with brilliant commission structure... Use your experience in appointment setting to work for a leading Telco Services company who provides technology, installation and maintenance solutions for their clients. This is an opportunity to be truly rewarded for your existing skills! You will know how to sell an appointment, and know what it takes to close the tough calls. Full training will be provided on the products and services, and additional training can be provided from one of the industries best with regards to sales. The market covers Melbourne, Sydney and Brisbane, and geographical knowledge of Melbourne and Sydney is needed to ensure best utilisation of time for the Sales Manager. Your excellent communication skills will ensure you are able to connect with your customers instantly. There is some flexibility with time and work from home for the right candidate. You will have experience in a similar role, and be looking to broaden your knowledge and skills. Your success could also lead to an opportunity to step away from the desk and hit the road in a BD role.

09.01.2022 New jobs in Melbourne and Sydney just listed at www.ccaction.com.au.

09.01.2022 Acquiring Contact Centre Technology - Part 4 of 5 In this series we discuss the process of acquiring new technology for your contact centre, and provide some suggestions to ensure a successful project. This article is the fourth in the series.... Selecting a Solution and Vendor It is often not realised that selecting a solution and selecting a vendor are quite different. Consider buying a new car the process is often to select the preferred vehicle first, then select the dealer based on a combination of the dealers personality, price, showroom appearance, locality or a variety of other reasons. A similar solution exists when choosing new contact centre technology. There are numerous solutions that are likely to meet your needs to different degrees, and there are usually different dealers that can sell each of the solutions sometimes a dealer can sell multiple solutions. When you issue a tender to the market, a variety of things can happen: A vendor may select the solution they think will best suit you, or the solution that provides them with the most margin to present to you. You may get multiple vendors presenting the same solution. You may not be presented some solutions that are very suitable to your needs. You may be presented a solution that you like, by a vendor that you dont like. You have to base your decision on what is presented to you you have little visibility of how that vendor or solution has performed in the past. All of this adds up to a very confusing situation, particularly as this kind of technology is usually quite expensive. Wouldn't it be great to have access to someone who has insight into the past performance of different dealers, and the degree of backing and support provided by the vendors? This would also reduce the risk associated with a significant project such as the replacement of a phone system. What if they also had an understanding of the different solutions in the market, and could recommend a short list of suppliers and solutions to reduce the time required to evaluate the different offerings. Using an external, independent advisor (such as Contact Centre Action) significantly increases the likelihood that you will select the right solution from the right vendor, and that solution will be installed with minimal problems in the shortest possible time. While not always obvious in the beginning this can save you many thousands of dollars over the course of the project. Remember that, similar to a car purchase, the purchase of a phone system commences a relationship with a vendor that is likely to last five years or more. It is important to get that decision right in the first place. For more information please email [email protected] or call +61 3 8648 6577. www.ccaction.com.au

08.01.2022 10th Birthday Health Check Offer. Contact Centre Action has been in business for 10 years and to celebrate we are making this special health check offer to our Australian readers. Anyone who books a health check of their contact centre between 1st January 2014 and 30th April 2014 will receive a 10% discount on the normal consulting fee (conditions apply). Our health checks cover a wide range of common issues facing contact centres including technology, structure, management, training, recruitment, metrics, KPIs, communication, customer service and so on. At the conclusion a comprehensive written report and a list of recommendations is provided to the client.

07.01.2022 How Is Your Contact Centre Positioned For The Future? Anyone reading the newspapers in Australia may be concerned about the economy in the short to medium term. The press constantly reminds us that overseas orders for Australian resources have fallen, the exchange rate against the US$ has dropped (is that a bad thing), interest rates are dropping indicating Reserve Bank concern, and unemployment has risen slightly.... Interestingly, in our experience, contact centres are investing in new technology which indicates quite an optimistic outlook. So what does this all mean? If there is a downturn, companies will need to do more with less that goes without saying. Further, the companies that remain successful will be the ones that differentiate themselves on customer service, and customer expectations are increasing all the time. How is your contact centre performing? Is it running like a Formula 1 car or a 10-year old family sedan? We take our cars to the mechanic to be serviced, we visit the dentist to have our teeth checked, and we visit the doctor to have our health checked but when was the last time you took the temperature of your contact centre? What can you do now to set your contact centre apart from your competitors and what can you do to ensure you are better placed than your competitors if there is an economic downturn? The best place to start is by getting an independent expert to have a look at all aspects of your contact centre and document a strategy or roadmap that will take you from today to your vision for the future. A comprehensive health check of your contact centre should include the type, age and functionality of your technology as well as how it is used; the design of your call flows and IVR trees; metrics and reporting; staff recruitment and onboarding; training and staff development; workflows and processes; documentation; organisation structure and job roles; internal and external communication; soft skills as well as the overall customer experience. The output should be a detailed report of findings as well as prioritised recommendations for improvement. An exercise such as this can take be completed in a very short time and provides a valuable plan to assist with strategic planning and budgeting. Please contact us at [email protected] or via our web site if you would like more information.

07.01.2022 Tips for Successful Contact Centre Management - Part 9 In this series we will look at some useful tips for contact centre management, as seen by our work in the Australian contact centre industry. They are not presented in any particular order. This article is the last of nine articles in the series....Continue reading

06.01.2022 Know a call centre for sale? I have a customer wanting to buy a call centre in Australia. Enquiries to [email protected]

03.01.2022 Tips For Successful Contact Centre Management - Part 6 In this series we will look at some useful tips for contact centre management, as seen by our work in the Australian contact centre industry. They are not presented in any particular order. This article is the sixth of nine articles in the series.... Celebrate Success. This is different to selling success it is internal to the contact centre. Contact centre work is difficult and often thankless but you can change that! If staff exceed realistic targets, get good customer feedback or similar, celebrate their success reward them and actively promote their achievements. This can be through a formal reward and recognition program, or it can be simply catching someone doing something right. Ideally, it should be both. Dont ignore it recognise it, then others will put in a greater effort to be recognised and customer service goes up. Every contact centre should have a reward and recognition program. It has to be fair, defined and documented so the right staff are recognised. If staff believe the wrong staff are being recognised it will have a negative effect. However, it neednt be expensive the short-term rewards can be very small and very inexpensive, because it is the recognition that counts. Longer term (quarterly, half-yearly or annual) need to be a bit more substantial but they still dont have to be expensive in terms of your overall budget. The benefit to customer service will more than offset the cost. A reward and recognition program has to be balanced. If you include only productivity, or only quality, you will drive the wrong behaviours. The key attributes of a reward and recognition program are: Objective Fair Balanced Measurable Open Viewed as desirable by staff. Without these attributes it is unlikely to be successful. For more information please email [email protected] or call +61 3 8648 6577. All previous articles are available on our web site - www.ccaction.com.au Next article Work With The Business

03.01.2022 Client Engagement Executive Build Business Genuinely Call Centre Solutions Sales Experience Outsourced Solutions... A unique opportunity exists to work for an Australian owned company who are leaders in their industry. This is an offer to build long term sustainable solutions for clients with a business that prides itself on its personal touch and strong work ethic. You will develop a sales pipeline, identifying key corporate opportunities to build on a solid and award winning base. We are looking for individuals with a realistic approach to sales. There are no egos here! Committed, passionate and entrepreneurial this company is looking for a like minded executive to join their business. Experience selling call centre solutions is required. You will be an expert in building business through key relationships with Senior Key Stakeholders. A strong work ethic and engaging approach to build business, whilst wanting to genuinely contribute to the organisation, will be your key to success. There is an expectation that due to your sales background, you will hit the ground running. You will also receive training; education and mentoring you feel you require ensuring you have the tools and resources to achieve your targets. This isnt just a sales role! If you truly enjoy working with corporate companies to provide a solution, then you will be rewarded and recognised on your contribution with this business. This is an opportunity for a genuine corporate sales executive to meaningfully contribute to a business. The role includes onsite car park and commission scheme. Email your resume or any queries to [email protected] for more details.

03.01.2022 Opportunity - Contact Centre Implementation Support Analyst Our client is a major player in the cloud contact centre technology market. Due to significant growth in the sector they are seeking an Implementation Support Analyst to assist with new implementations over the next six months. Responsibilities will include: ... Assisting to scope and document customer requirements Project management light and some resource management across multiple projects Client liaison, follow-up and sourcing information User training Post implementation assistance. This is a six month contract based in inner Melbourne, with a possibility of a permanent engagement. Ideally, the role will suit someone with contact centre experience and some understanding of contact centre technology. Only applicants with existing permission to work in Australia will be considered for this role. Enquiries and applications can be directed to [email protected] or (03) 8648 6477.

02.01.2022 Merry Christmas everyone, hope you all have a wonderful day. Remember the contact centre staff working today servicing their customers.

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