07 Sep 2011

Involved in judging contact centres of less than 50 seats, 50 – 120 seats and more than 120 seats, Mr Harrak, who is Head of Government and Commercial at recoveriescorp, identified a number of winning attributes when he visited several contact centres in June this year. He also assessed detailed criteria including training, customer satisfaction, culture, staff satisfaction and the working environment.

“The major keys to success were transparent and well-understood KPIs, the quality of tools for measuring performance, and a workforce which was genuinely happy and knew how important its link was in the value chain,” Mr Harrak says.

“The best contact centres excelled at measuring customer satisfaction, and feeding these measurements into incentive structures for management and staff. They used scorecards well, and were very good at communicating the strategic vision of the organisation to the contact centre and ensuring staff knew their value to the organisation.”

Mr Harrak says these attributes are evident in the success of the recoveriescorp contact centre, with an employee satisfaction level of 82% revealed in a recent survey.