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Adecco Call Center Solutions Vienna, Vienna, May, 15th 2000, May, 15th 2000,

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Page 1: Adecco Call Center Solutions Vienna, May, 15th 2000, Lettie Logher Adecco Call Center Solutions Vienna, May, 15th 2000, Lettie Logher

Adecco

Call Center Solutions

Vienna,Vienna, May, 15th 2000, Lettie Logher May, 15th 2000, Lettie Logher

Adecco

Call Center Solutions

Vienna,Vienna, May, 15th 2000, Lettie Logher May, 15th 2000, Lettie Logher

Page 2: Adecco Call Center Solutions Vienna, May, 15th 2000, Lettie Logher Adecco Call Center Solutions Vienna, May, 15th 2000, Lettie Logher

AgendaAgendaAgendaAgenda

Overview Adecco Overview Adecco Call Center Solutions Call Center focus Standardized procedures Human Issues The evolving role of an agent Trends in Call Center HR- Management Common Mistakes

Lettie Logher

Page 3: Adecco Call Center Solutions Vienna, May, 15th 2000, Lettie Logher Adecco Call Center Solutions Vienna, May, 15th 2000, Lettie Logher

Worldleader in employment services

5500 offices55 countriesTailormade solutions

Lettie Logher

Page 4: Adecco Call Center Solutions Vienna, May, 15th 2000, Lettie Logher Adecco Call Center Solutions Vienna, May, 15th 2000, Lettie Logher

Adecco Call Center Adecco Call Center SolutionsSolutions

Global leadershipLocal powerLettie Logher

Page 5: Adecco Call Center Solutions Vienna, May, 15th 2000, Lettie Logher Adecco Call Center Solutions Vienna, May, 15th 2000, Lettie Logher

Call Center focusCall Center focusCall Center focusCall Center focus

Human Capital

Dedicated Call Center Consultants (Inter)national Recruitment Assessment (hard skills and competenties) Adecco Call Center Training Institute 3 levels of Value-add services

- staffing and training - HR Facility management - outsourced Call Center management

HR consultancy

Lettie Logher

Page 6: Adecco Call Center Solutions Vienna, May, 15th 2000, Lettie Logher Adecco Call Center Solutions Vienna, May, 15th 2000, Lettie Logher

Standardized ProceduresStandardized ProceduresStandardized ProceduresStandardized Procedures

Resources Search & Selection (Inter)national Recruitment Telefonic Interview / Assessment Behaviour Interview Assessment (X pert) Training Program (through the Net) Adecco.com Monster board (Inter)national Database

Lettie Logher

Page 7: Adecco Call Center Solutions Vienna, May, 15th 2000, Lettie Logher Adecco Call Center Solutions Vienna, May, 15th 2000, Lettie Logher

Human IssuesHuman IssuesHuman IssuesHuman Issues

Low value-add agent positions will be replaced by web, IVR and speech recognition Agents needs to become more skilled, empowered and knowledgeble Salaries will rise Unlikely that we see reduction in headcounts in the call centers Increase in the proportion of part-time agents CC managers are likely to continue to face recruitment and retention problems Lettie Logher

Page 8: Adecco Call Center Solutions Vienna, May, 15th 2000, Lettie Logher Adecco Call Center Solutions Vienna, May, 15th 2000, Lettie Logher

The evolving agent roleThe evolving agent role The evolving agent roleThe evolving agent role

Change from Service to Profit Center

The balance between full-time and part-time agents Recruitment and retention problems Agent preferences Training issues The professional agent

Lettie Logher

Page 9: Adecco Call Center Solutions Vienna, May, 15th 2000, Lettie Logher Adecco Call Center Solutions Vienna, May, 15th 2000, Lettie Logher

Trends in Call Center HRMTrends in Call Center HRM Trends in Call Center HRMTrends in Call Center HRM

Significant increase in clients interest in:

International relationship Fact Findings Outsourced services Benchmarking (Through Xpert) Uniform levels of service and reporting Stronger focus on core business Increasing the flexible workforce

as a strategic instrument

PARTNERSHIP Lettie Logher

Page 10: Adecco Call Center Solutions Vienna, May, 15th 2000, Lettie Logher Adecco Call Center Solutions Vienna, May, 15th 2000, Lettie Logher

Common MistakesCommon MistakesCommon MistakesCommon Mistakes

The two most common mistakes made in

recruiting for Call Centers

Underestimating the resources required Underestimating the time it takes to

recruit professionally

Lettie Logher

Page 11: Adecco Call Center Solutions Vienna, May, 15th 2000, Lettie Logher Adecco Call Center Solutions Vienna, May, 15th 2000, Lettie Logher

AdeccoAdeccoCall Center Call Center SolutionsSolutions

Lettie LogherLettie Logher