Category Archives: Guest Post

Flexible working; a 3-point plan for time-off-without-pay, zero and reduced hours in contact centers

Zero and reduced hours, time-off-without-pay (TOWP) could be the answer when it comes to flexible working but how will it work in practice? Per-Arne Karlsson, Technical Director APAC at Teleopti, shares a simple 3-point plan… Continue reading Flexible working; a 3-point plan for time-off-without-pay, zero and reduced hours in contact centers

Who wants to work in a call centre?

“When I grow up, I want to work in a call centre,” said no one, ever. For anyone that’s worked in a call centre, you’ll know the reality of telesales is a little less Wolf of Wall Street, more The Office — the British version with Gareth and his jelly-imprisoned stapler. Call centres don’t have the best rep for employee retention, but there are steps that employers can take to keep valued employees. Here, Stephen Parker, CEO of business automation specialist, Parker Software, examines three reasons for high staff turnover in the sector. Continue reading Who wants to work in a call centre?

Multilingual Hubs – When Two Heads Are Not Better Than One

The phrase ‘two heads are better than one’ is commonly accepted in the context of collaborative working and idea sharing, but when it comes to maintaining service consistency and reducing costs in a multilingual contact centre environment, the fewer heads the better. And Netflix’s recent announcement that it would be creating 400 multilingual roles in its customer contact centre in the Netherlands is evidence that multilingual ‘heads’ are highly prized. Continue reading Multilingual Hubs – When Two Heads Are Not Better Than One