performance management framework

Performance Management Framework Cabinet Office, COI together with Calcom develop worlds largest public sector benchmarking tool for contact centres and web – latest news and sign up now

“Calcom people are the kind of people we want to work with – always creative and passionate about what
they do.”

Programme Manager,
BT Wholesale Customer Service

BT

consulting

increasing value, improving performance,
reducing costs, delivering results

do you need to?
• change team culture, engagement and capability
• increase sales and profitability
• deliver service transformation goals
• cut down complaints
• improve the service experience you deliver and reduce the cost to serve

customer

customer centric
thinking, planning
and implementation

  • customer service transformation
  • CustomerView™ – customer needs and wants understood
  • what does GREAT look, feel & sound like?
  • customer organisation development
  • customer excellence model
  • direct channels strategy
  • customer experience review
  • e6 cost savings plan

operations

increase efficiency, effectiveness and experience

  • first contact resolution: delivered
  • avoidable contact strategy
  • value & best practice assessment
  • operational audit & healthcheck
  • operating model review
  • performance optimisation plan™
  • outbound planning & management
  • outsource support
  • competitor benchmarking
  • quality management
  • workforce management

people

creating high performing teams and individuals

  • ServiceView™
  • staff utilisation, productivity & performance
  • selection & assessment
  • role, job description & person reviews
  • CapabilityView™
  • time to competency
  • induction assessment and development
  • customer service behaviours framework
  • the moment of truth – great conversations
  • high performance coaching capability, process & calibration
  • staff retention
  • employee engagement
  • culture change
  • generation x & y
  • my future advisor
  • team leader of the future™ – panel & research programme
team leader of the future™
Future team leader

team leaders make the difference
pioneering unique 3 year research programme

more info

cs insight tools


Insight product suite tools and services to deliver world class customer service more info
Find out how you can save money > Find out more about the Calcom difference. Book now for your no obligation exploratory meeting

Calcom Partners

site mapcontactdisclaimer © calcom group limited 2010. All rights reserved