CCAS – Business Process Outsourcing Provider

Call Center: Selection and Interviewing Skills Revealed

How important are your people to your business? How much would you pay for an additional 20% in productivity? Do your new hires fit the culture of your organization?

For many businesses, recruitment is a quick process involving an interview or two. Companies subsequently spend tens of thousands of dollars managing the issues that arise from poor recruitment procedures. Recruitment should be considered one of the most important responsibilities of any leader in an organization, especially in Contact Centres which generally have the most people.

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CCAS Event: CPF Contact Center Site Visit

Site Visit to CPF Contact Centre, CCAS International Awards 2007, BRONZE Awards Winner, Best Contact Centre of the Year (Under 100 seats)

Date: Friday, 1 August 2008
Time: 3 pm
Venue: CPF Contact Centre, 1 Tampines Central 5, CPF Tampines Building

1) All participants will meet at the lobby of CPF Tampines Building at 2.45pm on the event day

2) All participants are reminded to bring their Identification Card (NRIC) on that day for entrance purposes

3) Photo-taking is strictly not allowed on the day of the event in CPF Contact Centre

The Central Provident Fund (CPF) is a comprehensive social security savings plan that has provided Singaporeans with a sense of security and confidence in their old age. Funds contributed by both employer and employee can be used by the employee for retirement, healthcare, home ownership, family protection and asset enhancement.

The Board has leveraged on information technology to enhance the customer service experience. These include my cpf portal which provides the customers with the knowledge and skills to make informed decisions at major milestones of their life and the Biometric e-Counter which helps the customers who have problems remembering passwords to be able to perform their transactions online.

For the years ahead, the Board will continue to explore and introduce more initiatives to improve work processes and implement the right systems and technologies to meet customer’s new demands & rising expectations.

CCAS Event: Workforce Management Workshop

Call Center Association of Singapore will be conducting a Workforce Management Workshop at RELC International Hotel, SEAMAO Regional Language Centre, 30 Orange Grove Road Level 5, Room 504

The seminar is to be conducted by Ms Julie-Ann Hazlett, Education Manger of Call Design from 2pm to 5pm.

Workforce Management User Group – An Overview of Staffing and Scheduling

Introduction to Call Design
Define workforce management.
List the implications of overstaffing/understaffing.
Describe why call-centre staffing is a unique kind of problem.
Outline the perspectives and goals of each stakeholder group and how workforce management impacts each.
List the basic steps of workforce management.
Describe the role of the supervisor in the workforce management process.
Open forum discussing workforce management issues

Please reserve your seats via our website at www.ccas.org.sg. Cost for member: S$100.00 / Non Member: S$250.00

CCAS Events worth attending

Futuregen is registering for 2 CCAS (Call center Association of Singapore) events. These are:

Workforce Management by Julie-ann Hazlett, Education Manager of Call Design on Thrusday July 31, 2008 and
Site visit to CPF Contact Center on August 1, 2008

The Workforce Management will tackle the following topics:

Introduction to Call Design
Define workforce management.
List the implications of overstaffing/understaffing.
Describe why call-centre staffing is a unique kind of problem.
Outline the perspectives and goals of each stakeholder group and how workforce management impacts each.
List the basic steps of workforce management.
Describe the role of the supervisor in the workforce management process.
Open forum discussing workforce management issues

The Site Visit to CPF is significant because CPF Contact Center was awarded the Bronze winner for Best Contact Center for the year (under 100 seats).

Call Center:Team Leader Handbook Workshop

Futuregen attended another FANTASTIC seminar facilitated by Ian Northmore. Key takeaways from this CCAS organized seminar was :

The introduction of additional team leader metrics like Number of One on One meetings, Number of weekly briefings, and the % of absences in the team.
The use of Back to Work interviews before MC team members can get back to work.
The need for immediate feedback to be given by Team leaders to the team members.
The need to review recorded calls made by team members as a way to not only gauge team member performance, but to also allow the team leader to ‘touch base’ with callers.
The use of G.R.O.W. to conduct one on one meetings between the team leaders and their team members.

Here is our post on an earlier seminar by Ian Northmore.

Call Center Recording and Quality Control Solution

Photo was taken from the Insights 2008 Presentation. The affair showcased the capabilities of the various NICE applications. The cool feature included their NICE Perform that enables the capture and recording not only of the voice but also of the agent’s desktop.

The captured audio can also be used by call center QAs to capture the sentiment and specific phrases using an add on Analytics module. Also present in the affair was Rick Puzon of eTelecare.

Photo shows Ms Gaby Koren, VP Sales, Enterprise Interactions Solutions, Mr Wilson Chua, Futuregen President, and Mr Edwin Koh, Regional Director for Southeast Asia and Vietnam, Enterprise Interactions Solutions for NICE.