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