Call Centre Management Services

Genroe offer the following Call Centre management services

Staff profiling

• Provision of staff profiling tools to ensure the correct allocation of human capital to maximise the effectiveness of all employees
• Staff skills
• Evaluation of all skill types and gap analysis including:
  • Systems and technical skills
  • Product/service knowledge
  • Soft skills – cross selling/up selling/sales ability/service and communication abilities/change management and EI

Succession Management

• Creation of plans and strategies to meet business requirements
• Deployment of plans and strategies to realise succession planning needs

Role audit/review/creation

• Facilitate role audits and reviews
• Creation of role/position descriptions relevant to business needs

Quality Management 

• Development of closed loop calibrated quality metrics, reporting and strategies

Compliance Management

• Development of closed loop compliance recording and reporting strategies

Internal and external benchmarking

• Ability to benchmark against other like organisations 
• Ability to benchmark against best practice operations 
• Facilitate internal benchmarking strategies between operations

Training 

Provision and deployment of training materials relating to

• Company values and culture 
• Systems and technical tools 
• Product suites 
• Service suites 
• Sales suites
• Communication skills 
• Team dynamics 
• Change management

"Genroe have been performing ac3's customer survey for a number of years providing valuable analysis on issues and flexibility in approach.  After the last survey we decided to have Genroe review our back-office processes to see if we could identify where we might do things better in terms of delivering the level of service we desired.

Genroe approached the task very professionally, presenting a strategy that we both agreed on, an execution plan and an agreed outcome/feedback mechanism. The report was very comprehensive and where we needed more focus Genroe were happy to provide it.  As a result we are now looking more at the root cause of issues rather than just symptoms.

We would recommend Genroe for their professional approach, their flexibility in meeting customers requirements and their well balanced responses." "[Genroe's] integrity mixed with his deep understanding of various business aspects and human nature made him an invaluable partner."

Monique McIntosh
Chief Operating Officer
ac3