Secrets of high performing
call centres:
Available only from Vanguard Scotland
Want to make your call centre world class?
Learn the secrets of how an I.T. geek and former Union Rep revolutionised an underperforming call centre.
Let me explain
I’m Stuart Corrigan, and I’d like to share with you some secrets about high performing call centres. And I bet what you’re about to learn is the exact opposite of what you’ve been told about how to manage your call centre.
But first let me tell you a story.
About six years ago I was contacted by the Operations Director of a large call centre. His name was Laurence Barrett (actually it still is), and he was in charge of the VELUX UK call centre. Laurence had a dilemma, he knew I.T, so naturally he did everything that the call centre technology people told him to do: measure average handling time, calls waiting, and wrap up time etc.
Now he also had done a few management courses so spent a great deal of his time doing 1:1s. But alas the more he set targets and counselled and coached his staff the worse his call centre performed.
The beauty of this story is that because Laurence didn’t know much about the call centre world he was open to new ways of thinking about the design and management of his centre.
So he started working with a philosophy called systems thinking, hired a guy who knew nothing about call centres (an ex-union man called Ron Skea) and guess what happened?
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12 functional units combined into a single point of contact for all customer transactions
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One stop capability in excess of 94%
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Highest customer satisfaction ratings of all VELUX sales companies in Europe
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Employee turnover and absence rates less than half the industry norm
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Call centre agent productivity increased by 30%
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Independent research found highest levels of employee engagement of any organisation studied
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Operating costs reduced by in excess of £1,000,000
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Average wait time reduced to 8 seconds |
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Overall staffing 30% lower than would have been without systems intervention |
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Failure demand and waste reduced dramatically |
Laurence and Ron, paid lots of money to learn how to use the system that delivered these results. And they achieved these by doing the exact opposite of anything you will read in a call centre manual, course, or from any of the call centre governing bodies. You can only get this stuff here.
So given the current economic climate I decided to document every single step required to replicate what Laurence and Ron achieved. It took me eleven months to write the guide and then it was edited by Ron (who now runs our call centre division) to make sure that every single example, anecdote and tip is highly relevant to call centres and service organisations.
Here are some of the secrets you’ll learn
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How to make sure that everyone in your call centre is focused on solving customer problems, in a way that is good for the customer and the call centre. This is the first thing you learn, it takes about 20 minutes to implement. |
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How to find out how many of your customers are unhappy. This takes about a day to do, and you can repeat it over and over again. Implement this idea and not only will you improve service but you will improve morale and save money too. |
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Find out why using targets will make your call centre bomb, and what to do instead. Use measures to help you understand and improve the performance of your call centre You're not doing this just now I assure you. |
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Learn to study processes in such a way that you can cut out at least 50% of the non-value adding work that hurts your service ratings and adds to your cost. You will kick yourself at the simplicity of this method. |
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You'll see how to bring the information you've gathered and put it together in a compelling picture that literally screams out the solution for change. |
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You'll learn how to present that data to senior executives so that they can't help but take action. Never be boring with data again. |
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We will show you step by step how to design new policies and processes for your call centre, policies that are not practiced by the rest of the call centre world. This will give your call centre a competitive advantage and will put your career on steroids. |
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Then you'll see how to build a plan that actually uses the resistance to change to kick start ideas and get down with the detail to make sure that you've got all the bases covered before you make a change. |
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You'll learn how to minimise risk of false starts by testing. This is not a mathematical model, you'll be taking real demand and learning how to tweak and change to optimise before you roll in the rest of the call centre. |
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You'll also find out how to transform your job for the better, how to make it more interesting, you'll add up up to 95% more value. And how to make sure that that change keeps on going. |
The eBook contains 3 guides
The first explains in sequence and with detailed simple steps exactly how to gather the data you will need to find out why and to what extent your call centre is failing. It’s simple but very effective. The first guide also includes templates so that you have all the analysis tools at your fingertips.
The second guide explains how to bring all the data together, and present it in such a way that it makes a compelling case for change. The best bit about this is that your boss will be very impressed with your insight into the business. There are pictures and fill in the blank templates to make it easy.
In the third guide you get led by the hand on how to set up a test area in your call centre and how to take even the best performing call centre to the next level. Very few in the industry are doing this. By following the advice in this guide you will be able to make a significant improvement to performance.
In addition you'll get templates and MP3s.
Client feedback about this System
“VELUX UK have used Vanguard to transform an already good business into one that is truly fantastic. Systems thinking helps us to retain our competitive position in the marketplace”.
Laurence Barrett, VELUX, Fife
"It is logically and clearly structured with good examples. I felt the book inspires confidence to implement Vanguard and also as a companion in terms of a reference book."
Michael Grant
"...the skills, expertise and support of Vanguard have enabled us to successfuly turn out systems around to move towards excellent customer experience in a very short space of time."
Martin Armstrong, Executive Director of Housing & Customer Services
"Understanding the nature of demand from customers' point of view is pivotal to success. This is a fundamentally different approach to the way to the work works!"
Sue Barlow, Strategic Change Consultant, Fujitsu Services
Your Guarantee of Success | Our no questions asked 60-day money back guarantee policy
With your purchase of our ebook, the risk is all on us. If you really can't get it to work, drop us an email and we will refund your money in full.
If you really can’t get it to work, drop us an e-mail and we will refund your money in full.
What does it cost?
The programme is available to download in convenient PDF format, for only £25.00.
Payment Method
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