Gower Handbook of Call and Contact Centre Management by Natalie Calvert

Author:Natalie Calvert
Language: eng
Format: epub
Publisher: Routledge
Published: 2016-09-15T00:00:00+00:00

Communication, addressing the need to gather employees’ views and to have formal dispute resolution processes in place

Culture, covering the overarching issues of compliance, development planning processes and attrition rates

Policies and legislation, addressing the need for managers and staff to be fully up to date with legislation, including data protection

Performance, both in terms of service performance and organizational efficiency, encouraging organizations to have prescribed standards for all key activities in the call centre including the gathering of customer feedback information.

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