Welcome to the next part of CCT Online's Call Centre blog, in association with the CCMA! Use the links below to navigate to previous entries
Week 1
Week 2
Week 3
Week 4
Week 5
Week 6
Week 7 - Return of the Blog
Hi Everyone,
Apologies it's been so long since I've posted my last blog, I had a break for Christmas and since then I've been caught up in the day to day mayhem!! So - Happy New Year to you all and I hope you all had a lovely Christmas.
Well I'm sure the question that's on everyone's lips is have I recruited a Team leader yet and there's a very short and simple answer………..NO! So, for the time being I've decided to put the role on hold. There's several reasons for that, firstly one of my experienced Team Leaders is going on maternity and I have seconded a Senior Advisor in to her role, she's going to need a lot of my support and time so not only do I not have the time to spend recruiting for the role if I do find someone I'd also struggle to support them due to me supporting my seconded Team Leader. I'm also doing a full review of our efficiencies and looking at headcount so until I have the numbers right and I am sure that I need a new Team Leader it makes sense to put it on the back burner.
Things are now really taking shape in the department and we've implemented quite a few quick wins under all 4 of the headings we're working on (People, Processes, Income and efficiencies). The guys are really bought in and they're involved in a lot of the projects so morale has taken a real lift. My 2 big projects for this month are reviewing all our documentation to make them clearer and more sales focused and identifying all the contributing factors that can impact on retention, looks like it's going to be another busy month!! I'll let you know how I get on with them.
Anyway back to it, I'll update you all in my next blog.
We'll catch up next week.
If you have an interesting story, a comment on our Call Centre Manager's week or would like to offer your guidance for a particular problem they are facing, feel free to contact the CCT team