What's happening in the Contact Centre Industry?
By Derek Good, Rapid Results
Peter Holder, Contact Centre Manager at Lantern Insurance in Auckland has recently completed the Contact Centre Manager’s course with Rapid Results. The course covers leadership skills, planning and budgeting, statistics and technology, networking skills as well as support and mentors. This week we spoke to Peter about his tips for surviving this dynamic industry.
Peter Holder and Bart Taylor
What is one of the challenges you face in your role and what do you do to overcome it?
Staff buy-in to change and new initiatives. This is a common challenge area in most businesses but we have taken a new approach in some of the initiatives we have rolled out over the last six months that seem to be working quite well. Get your staff involved with the “how this will work going forward” piece. They feel that they help design a solution and have input in what will affect them every day. They will feel a sense of ownership as their ideas will be used to make it easier.
What have you learnt as a result of doing the Contact Centre Manager course that you will be able to apply to your role?
The importance of aligning your recruitment, induction and support resources to deliver on your strategy. Customer feedback is imperative to how you do this as well – they drive your business and will tell you what is working well and where you are failing. Include your learning’s in your induction to instill what you want to deliver early on.
What’s one big tip you could give to other managers in the Contact Centre industry?
Never underestimate the impact of change to your Contact Centre and customers. Have a firm plan in place and consistently monitor and tweak based on staff and customer feedback. Communicate, communicate, communicate!
