calcom news
Unsupported team leaders create service 'vacuum'
Call centre team leaders manage more people than the average chief executive, but receive little guidance and training to support their role. In a seminar at Call Centre Expo, Jason Wright, head of retail telephony, Royal Bank of Scotland explained that under investment in team leaders creates a major problem. "Agents promoted to managers still want to speak to customers and end up sitting side-by-side with call handlers. A leadership vacuum is created between the front line and those trying to forge improvements higher up in the business."
Andy Evans, head of solutions at Calcom said that team leaders managing 10-15 staff can be responsible for £500,000 worth of resource and need more help to develop their staff. "We estimate that call centre team leaders manage three million staff in the UK working on the frontline of customer service; it is a vital role.Find out more >
Behaviours: world class customer service behaviours framework developed to assess customer centricity
World Class Customer Service Behaviours Framework launched by Calcom. Just how customer focussed is my organisation? or how can we evaluate and drive the right behaviours of our frontline teams? are key questions customer service directors ask. Calcom have now launched a powerful behavioural competency framework that enables leaders to benchmark and assess across frontline, team leader, heads of and senior managers on their customer centricity as the key enabler for achieving world class customer service levels. Valuable for recruitment, assessments, service transformation and for truly putting the customer at the heart of your organisation and your people.Find out more >
Benchmarking: Calcom supports the Cabinet Office to launch web
performance management framework
New Web channel performance management framework is unveiled by the Cabinet Office. Supporting Digital Britain and Smarter Government strategic programmes Calcom developed and manage, on behalf of the Cabinet Office, the world class bespoke interactive tool which captures and publishes key benchmarking data for publically funded websites. This groundbreaking development is a key enabler to understand and improve efficiency, effectiveness and value for money across the public sector.Find out more >
Calcom have just announced two new Professional Certificate in Contact Centre Management & Strategy programmes to begin this year, one in London and one in Birmingham.
For the first time you have the chance to learn from a genuine expert, one of the UK's leading authorities on customer service and contact centre performance.
The Calcom Professional Certificate in Contact Centre Management & Strategy - the high impact, total learning solution for professional Contact Centre Management - is now chaired and delivered by Natalie Calvert.
Natalie's high impact motivational style combined with her phenomenal expertise and very real approach has supported many UK and global organisations including O2, Royal Mail, Audi, LEGO, Cabinet Office, BT and Camelot.
The programme combines learning, experience and research from over eighteen years of developing Managers and Directors to achieve significant performance improvement.
Highly motivational, pragmatic and results oriented in approach, the programme is designed to do much more than enhance skills, knowledge and capability of the individuals.
The Professional Certificate inspires professional Contact Centre Management across all organisations and operating models to deliver increased customer and employee satisfaction, loyalty and experience, together with improved return on Contact Centre investment.
- Highly motivational, pragmatic and results-orientated
- Enhances individual skills, knowledge and capability
- Inspires professional Contact Centre Management across all organisations and operating models
- Enhances loyalty, experience and satisfaction of customers & employees
- Improves return on contact centre investment
Here’s what recent delegates have said:
“The course really makes you want to go out and make a difference and gives you the confidence to know that you can. The ideas shared were so refreshing and exciting that you were brimming with ideas”
“The drive on focusing on things from a customer’s perspective is a real eye opener and is really fascinating”
“In the first 2 days I ended up with 2 full pages of ideas of what I could do when I get back or incorporate into my yearly plan” “I don’t know if I should say this but it really is fun and enjoyable too which always goes down well with me as I learn more, take on more information and retain it” “Excellent course, would recommend it to anyone who wants to broaden the way they think in their role and those who may be set in their ways and tend to use the same view to approaching ways of working, working model and customer satisfaction” “Wish I was doing the programme again!!” “Extremely valuable”
“I would definitely recommend the course - it really does make you consider things on a bigger picture and across all divisions within the company which is extremely helpful with driving efficiencies in today’s climate.”
The course is suitable for:
- • Heads of Contact Centres
- • Customer Service Managers
- • Business Support Managers
- • Team Supervisors
- • Resourcing Managers
- • Operations Managers
- • Sales Managers
For full details, call or email Kellie on 0845 230 8500 or kelliel@calcomgroup.com
Standards: FREE COPY National Audit Office & Calcom publish customer service and contact centre advice guide for strategic boards
Senior leaders, board directors, non executive directors and other senior stakeholders often have limited, relevant customer service and contact centre experience. However, they play a crucial role in ensuring that their organisations are achieving standards and meeting their obligations. Therefore the National Audit Office commissioned Calcom to develop an easy to use advice guide to support and fulfil their obligations ensuring a fuller understanding of the strategic importance of customer service and contact centres for Senior Leaders. Its aim is to raise awareness, standards and professionalism in the successful delivery of services.To obtain your FREE COPY >
Research: Team leader of the future™ – Calcom embarks on 3 year pioneering study
Team leader of the future™ is a 3 year pioneering study into unlocking the potential of the first line manager to gain maximum value and development for this pivotal and critical role. Over 3 years Calcom’s collaborative study will examine in detail and track how team leaders think, behave and perform. Team leader of the future™ will champion the role, provide a voice and enable organisations to have highly skilled and equipped first line managers. UK expenditure on team leaders is in the region of £4.5 billion; this study will help it be spent wisely.Find out more >
elearning: Brightwave & Calcom announce strategic alliance for blended learning
Brightwave, the market leaders in e-learning, and Calcom the market leaders in customer service excellence have formed a strategic alliance to provide exciting, leading edge, blended solutions to customer service and sales organisations. This strategic alliance provides creative, flexible, engaging and highly effective learning solutions that deliver results. Natalie Calvert, Calcom’s MD comments ‘this formidable alliance compliments our individual organisational strengths to enable our clients to have world class innovative learning.’Find out more >
Generation X & Y – FREE white paper on understanding and working with Generations X & Y to deliver outstanding 21st century Customer Service Leadership
Speaking recently at the Professional Planning Forum’s Customer Contact Planning Summit in Birmingham, Natalie Calvert, Managing Director of Calcom group, spoke about the future of our industry and how we are living through a revolution that means leaders in our sector now need to adapt their thinking, behaviour and performance styles to cater for a more diverse workforce.
“there is a fundamental shift, because for the first time in our sector we’re actually working with three generations within our employment. Part of the mix up that is going on is that there is a breakdown between how the generations are talking.”
To address this important issue and others, Natalie has developed a forward thinking white paper exploring the debate and explaining why understanding Baby Boomers, Generation X and Generation Y holds the key to smart customer service leadership of the future.
The white paper also discusses the challenges of changing customer service thinking from ‘command and control’ to ‘empowered and connected’ and explains why the age of the ‘customer experience’ is over and how the second decade of the 21st century will be all about building communities with customers and employees.
Natalie Calvert believes that Generation Y’s approach to business reflects the future and that customer service needs to embrace this change to continue to improve.
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“Fantastic, I found it really enjoyable and relevant to what I do now but also for future planning purposes.”
“Hugely thought provoking and inspiring”
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