Operations and Management Principles for Contact Centres

by Unknown
Edition: CD
Format: Spiral Bound
Pub. Date: 2008-09-01
Publisher(s): Juta Academic
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Several South African agencies, institutes, organizations, and professional bodies are promoting and developing contact-center operations in order to satisfy international and national market demands. Accordingly, additional information, knowledge, and experience are needed to improve on how organizations integrate core business processes into these contact-centers. Responding to this need, the industry is now being represented in higher education. Featuring sections on managing contact-center performance, recruiting, training, and motivating staff- and customer-relations management, this comprehensive course guide, cowritten by several experts in the field, is ideal for institutions offering courses for contact-center agents and anyone working in the contact-center industry.

Author Biography

Esther Hoffmann began researching and networking with national and international stakeholders in the contact centre industry in 2004. She is currently a faculty member at the Ekurhuleni Campus of the Vaal University of Technology. Dennis Farrell is the chief operating officer of human resources for Africa and the Middle East representing Absa/Barclays, where he has implemented an internal HR shared services function within Absa/Barclays. Mariaan Ellis was appointed as the project coordinator at the Vaal University of Technology in 2006, aiming to recruit and train new professionals for the contact center industry. Michael Cant is head of the marketing and retail department at Unisa. He is editor of the International Retail and Marketing Review. Khotsietsile Simon Molefi teaches communication skills and teaching practice at the Vaal University of Technology, and is a former teacher of English as a Foreign Language at the Rand International Language Centre.

Table of Contents

About the authorsp. x
Forewordp. xiii
Prefacep. xv
List of acronymsp. xvii
Peak Performance of Contact Centre Staff and Effective Use of Technology
The South African Contact Centre Industry: An introduction
Outcomesp. 1
Introductionp. 1
The history of contact centresp. 2
Business process outsourcing and ICTp. 7
Business process outsourcing across bordersp. 10
The evolution of contact centresp. 11
South Africa's value-adding business process outsourcing and offshoring-key success factorsp. 13
Supportive synergies and patrons of a successful industryp. 15
The contact centre culturep. 23
Recruitment, screening and selection of contact centre agents/operatorsp. 26
Organisational hierarchyp. 27
Some industry problem areasp. 28
Summaryp. 30
The Business Environment and Business Functions
Outcomesp. 31
Introductionp. 31
What is a business?p. 31
The free market economyp. 32
The micro, market and macro environmentp. 33
Types of businessesp. 37
The important functions in an organisation/businessp. 38
Summaryp. 53
Leadership in the Contact Centre
Outcomesp. 54
Introductionp. 54
Understanding leadership in the 21st centuryp. 57
Understanding transformational leadershipp. 60
Full-range model of leadershipp. 65
Leadership competencies in a contact centrep. 66
A word on the leadership of teamsp. 79
Summaryp. 81
Corporate Governance and Risk Management
Outcomesp. 83
Introductionp. 83
Corporate governancep. 84
Risk managementp. 89
Summaryp. 101
Contact Centre Technology
Outcomesp. 103
Introductionp. 103
Role of technology in a contact centrep. 104
Technology and processesp. 105
Defining technologyp. 105
Types of contact centre technologyp. 107
Role of cell phone technology in contact centresp. 117
Technology and managementp. 118
Technology and ergonomicsp. 122
Summaryp. 125
Telephone and Internet Skills
Outcomesp. 126
Introductionp. 126
Telephone skillsp. 127
Cellular phone etiquettep. 135
The internet and netiquettep. 136
Electronic communicationp. 139
Mailing lists and netnewsp. 142
Interactive services such as chatp. 142
Other means of communicationp. 142
Mental scriptingp. 145
Summaryp. 145
Motivated Contact Centre Staff
Health, Wellness and Ergonomics in the Contact Centre Environment
Outcomesp. 149
Introductionp. 149
Wellnessp. 150
Stressp. 156
Ergonomicsp. 164
Workstation arrangementp. 166
Summaryp. 168
Behaviour and Self-management
Outcomesp. 170
Introductionp. 170
Organisational behaviourp. 171
Self-esteem and self-improvementp. 175
Self-management: the key to time managementp. 181
Business and social etiquettep. 191
Spatial arrangementsp. 196
Business gifts and functionsp. 197
Protocol for shared equipmentp. 199
Summaryp. 199
Organisational Behaviour
Outcomesp. 201
Introductionp. 202
Knowledge managementp. 202
Diversityp. 204
Perception and attributionp. 210
Personality, values and attitudesp. 213
The nature and dimensions of attitudesp. 214
Job satisfaction and organisational commitmentp. 215
Motivation in the contact centre environmentp. 218
Positive organisational behaviourp. 222
Conflictp. 225
Teambuilding in the contact centrep. 227
Summaryp. 231
Contact Centre Recruiting and Staffing
Outcomesp. 232
Introductionp. 232
Recruitingp. 233
Employment specialistsp. 240
Filling shallow labour poolsp. 241
Selection and placementp. 242
Criteria for hiring and retainingp. 244
Develop the right peoplep. 245
Recruiting and training: contact centre managementp. 247
Alternative labour poolsp. 248
Customer service representative retentionp. 250
Coachingp. 251
Mentoringp. 259
Summaryp. 261
Performance Management and Productivity
Outcomesp. 262
Introductionp. 262
Monitoring performancep. 263
Characteristics of monitoring programmesp. 264
Key components of optimal performancep. 265
Monitoring output of CSRsp. 265
Reasons for under-performancep. 273
The importance of feedbackp. 274
Praisep. 277
Correctingp. 279
Performance levellingp. 283
Improving productivity of representativesp. 284
Summaryp. 289
Labour Law in the Workplace
Outcomesp. 290
Introductionp. 290
The structure of labour lawp. 291
Regulation of labour relationsp. 296
Labour law as it applies to the employment life cyclep. 297
Summaryp. 323
Satisfied Customers through Effective Customer Service Delivery
Communication: Theory
Outcomesp. 327
Introductionp. 327
What is communication?p. 328
The importance of communicationp. 329
Communication modelsp. 330
Communication functionsp. 333
Communication directionsp. 333
Communication channelp. 336
Barriers to communicationp. 336
Categories of communicationp. 338
Interpersonal communicationp. 343
Listening skillsp. 345
Communication stylesp. 347
Cross-cultural communicationp. 348
Summaryp. 351
Communication: Linguistic Skills
Outcomesp. 353
Introductionp. 353
Indefinite tensesp. 354
Perfect tensesp. 360
Continuous tensesp. 363
Questionsp. 367
Parts of speechp. 370
The apostrophep. 384
Concordp. 385
Summaryp. 387
Communication: Reading and Understanding/Comprehension
Outcomesp. 388
Introductionp. 388
Why do we communicate?p. 388
Clarity of messagesp. 390
Formal and informal language usep. 390
Readingp. 391
Comprehensionp. 395
Summaryp. 398
Marketing and Sales
Outcomesp. 399
Introductionp. 399
Marketing: definition and processesp. 400
Sellingp. 404
Summaryp. 412
Customer Relations Management
Outcomesp. 413
Introductionp. 413
Definition and components of customer relations managementp. 414
Service excellencep. 415
Customer profilesp. 421
Moments of truthp. 422
Service recoveryp. 422
Summaryp. 433
Referencesp. 434
Table of Contents provided by Ingram. All Rights Reserved.

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