Secrets of High Performing
Call Centres
Sarah Dreps of Call Center International interviews Ron Skea on ‘Traditional Call Center metrics’.
Here are the available options for your ‘Secrets of high performing call centres’ Programme:
This programme is unique and is only available through us.
1. FREE Secrets of high performing call centres
eCourse
This free eCourse includes:
- Why call centres fail
- Truth about targets
- Why 1:1s don’t work
- Why you should look through the eyes of the customer
- Get knowledge
- Employee engagement
- Steps to call centre improvement
Find out more about how to maximise the performance of your call centre.
2. FREE contact centre articles
We invite you to download as many of our free contact centre articles as you wish. Written by Vanguard’s founder John Seddon, these articles have been widely published in many industry magazines. We hope you will find them useful.
3. Secrets of high performing call centres
Comprehensive Step-by-Step eBook for Only $37.00
Get fast and effective change in your call centre. This is our unique complete step by step guide to dramatically boosting customer satisfaction, building strong employee engagement and slashing costs in your call/contact centre by Stuart Corrigan and Ron Skea.
For $37, here’s what you'll get:
- Three ebooks in PDF format
- MP3 file of the guide book
- Templates you can start using tomorrow plus other bonus materials
Discover how to start making your call centre a world class business.
4. Strategy Session
Using our ‘Check, Plan, Do’ model, we work with the leader and frontline team to gain in-depth knowledge of the ‘what and why’ of your current capability and build a plan for positive change.
Your change will be fast, effective and best of all sustainable!
Our strategy session has a unique guarantee by our very own Director Stuart Corrigan. It’s a no-risk investment that promises you amazing performance improvement.
Find out more about how to make impressive performance improvements in your call centre
5. Leader’s 2-day Tactical Review
We work with the leader to gain a high level view of your current system’s performance and identify areas of potential improvement. This normally takes 3 to 5 days to complete and allows you to make an informed decision about moving forward to a full intervention.
Get more information about our Tactical Review session to help you understand what’s stopping you from becoming a high performing call centre.
6. Consultancy
We offer consultancy in Change Management and Performance Improvement using the Vanguard Method.
Vanguard Scotland Ltd has been working with service organisations from the public and private sectors since 1997. We offer them an effective change management consultancy that produces excellent performance and service delivery using the Vanguard Method.
Find out more about our change management consultancy services and how you can benefit from them.