Todays Challenges

The challenges that managers and company leaders encounter are, perhaps not surprisingly, the same issues that we at Orchid confront every day.

Challenges such as Attrition, People Practice, and Service Performance, as well as creating and preserving the highest level of customer service in an exceptionally competitive and financially unstable market.

With the landscape changing at an unprecedented rate than ever before what does that mean for the call centre and customer service industry.

Keith Gait, Author of 101 Ways To Improve Customer Service and a judge at the CCF Awards looks to discuss and open the debate with a series of high level thought-leadership white papers.

The Attrition Waterfall

Attrition continues to be a key concern for all contact centres. The effects of unforecasted or unsustainable levels of attrition are felt right through the operation and across all support functions, and with its equally destructive cousin, Absenteeism, will lead to a decline in service performance and ultimately a deterioration in the customer experience.

Attrition is not just a management headache. It sets off a chain reaction, causing additional workload and adding contagion across the business.

This White Paper explores the damaging and spiralling effects of Attrition and explores the factors that create a vicious circle of decline and the associated costs. It also contends that zero attrition is not the silver bullet, and explores the balancing factors which indicate the right level of Attrition

The Stress of High Occupancy

Call Centres have been part of our way of life in the UK for many years now and employ nearly 1 million people, forming a significant part of the UK economy and employment landscape.

Yet the UK call centre industry is still often portrayed as a 21st century sweatshop industry, with negative sentiment rife amongst many consumers.

This White Paper highlights some of the key concerns and examines how this has arisen, and focuses on some of the key issues inducing call centre stress which lead to negative perceptions.

Maintaining the Customer Experience - Cost To Serve

In today's economic climate every business will be examining its costs closely, and seeking to reduce expenditure or investment where they can. To many call centres, this is nothing new, having a perennial battle with the business who often view them as simply a warehouse full of cost.

The challenge today is therefore stronger that it has ever been, to make the case that the need to maintain and develop the customer experience in these troubled times is greater than ever.

The Leadership Factor

Coming Soon