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Katalyst Speech Analytics delivers insight for a Credit Card Bank
22/12/2009 10:48:54
Katalyst have just completed a SA discovery project for a major credit card bank in the UK.
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CALL CENTRE MANAGERS
- TIP OF THE DAY
When hiring for the frontline, make sure you hire for personality fit as well as knowledge and skill match.
Predicting the likelihood that a person will not only stay with the job but also be happy doing it is more a function of personality type than specific knowledge or skills of the job candidate. While many centers focus on requisite skills in the hiring process, those that do psychometric testing for motivational factors up front have a higher retention rate and better employee satisfaction and performance. |
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A range of cost effective consultancy solutions to your contact centre problems
What do we supply?
- Targeted, specialist pieces of work to provide quick solutions to your contact centre issues.
Examples
- Speech Analytics consultancy engagement - to quantify compliance, customer satisfaction, market intelligence, script effectiveness, training deficiencies, and missed cross-sell / up-sell opportunities
- Snapshot Review – An assessment of your current capabilities and operational issues, impartial and objective this can be a useful tool if further senior sponsorship is needed for change.
- Q&A session – Email us your problems of the day and will provide you with tips and advice within 24 hours.
- MIS Review – How much of the MI generated is relevant, what should you keep and what should you dump? This review will tell you.
- Process Review – Things can always be done more efficiently but do you have the time to focus on these areas? This review can look in detail at a number of processes to develop better ways of working.
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