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September 2008 - Vol 1, Issue 2                                                                                            Australia Edition
Optimization Best Practice  Case Studies (select one) Spot Checking QA Leads to Bottom Line Savings Major Cable Company Enjoys Low Price and Textbook Results Consistency = Quality for Major ISP Auto Dealers find Partnering with Transcom a Rewarding Experience	Step One: Read this Article. The Australian Contact Centre Market in 2008 is mature yet the number of agents is set to grow by a compounded annual growth rate (CGAR) of 3.1 from 2008 - 2012. For over a decade it has been the envy of most Asia Pacific countries. As the industry becomes more saturated and competitive, how do you create and maintain an edge in the marketplace? The place to start is with your own business model. "If you can't write it, you can't build it" are words never truer than when referring to an organization as complex as a contact centre. In our best selling Call Center Manuals we have divided up roles and responsibilities into 23 distinct steps each pertaining to a different part of the business model and to a different role in the organization. The Manager / Director as part of the business model: Sets the mission and vision of the operation. Creates a culture that supports the mission. Business Measures Establishes measurable business objectives that support the mission and vision. Performance Drivers Identifies the key numerical drivers that impact the business objectives. Business Practices (First People, then Process, then Technology) Assigns key roles and responsibilities required to achieve goals. Ensures that all policies and procedures support the mission, business objectives and key drivers. The Resource Supervisor Determines resources required to meet goals. Determines when resources are needed. Ensures that the resources are available when they are required. The Technology Supervisor Recommends the appropriate tools to meet business objectives that affect key drivers. Configures the tools to work properly and reliably. Provides appropriate maintenance and trouble shooting support. The Employee Supervisor Hires the right person to do the job. Tell them what to do and why. Shows them how to do it. Gives them feedback on performance. Makes supporting them the #1 mission. The Telephone Representative CSR works with your supervisor to understand how success in this position can help you to achieve your goals. Works to achieve your job expectations. Continually improve your skills until you become a peak performer. Shows others how to become a peak performer. The Reporting Analyst Provides statistical feedback on business objectives and key performance drivers. Identifies opportunities to improve operational and individual performance through statistical analysis of key performance drivers. To find out more about Transcom in Australia and the Asia Pacific Region please contact me directly. Best regards, Wes Burke Director Business Development Transcom wes.burke@transcomna.com
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Complementary  Downloads 23 Steps to an Effective Call Center What Makes a Great Call Center Employee Performance Management Retention of Call Center Employees Efficiencies Of Scale in Call Centers Call Center Selling
Transcom in Brief: Helping you communicate with your customers We communicate with your customers. via telephone, the Web or automated voice response system...and more.  Pay-per-use in-bound and out-bound customer care and call center services for businesses of all sizes  Automated voice service announcements, credit calls, recruiting, surveys, technical support and more. Quality Assurance programs based in our Canadian and Manila , Philippines centers providing both an on shore and off shore option that gives equal levels of Quality Assurance with pricing options to fit your organization's needs Hardware, software, and management support for your 5-200 person contact center-all remotely hosted from our own secure facility. Comprehensive and affordable using VoIP technology, all you need is an Internet connection with bandwidth. Our operation is driven by statistical quality controls, cutting-edge proprietary technology in an ISO 9001 : 2000 environment of continuous improvement environment. The result is exceptional client satisfaction, high performance and remarkable cost efficiencies. Industry leaders. Transcom is among the industry's leading and creative solutions providers, with o utstanding workforce training; innovative technology, and unrivalled reputation for operational excellence, continuous improvement and client responsiveness.