priTel Services

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Operational Excellence & Best Practice

Award Winner for Operational Excellence

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priTel provide a whole range of services, designed with only best practice and operational excellence in mind. We believe most organisations can improve their overall business performance and reduce operating costs, by better understanding and managing the relationship, between their call centre operation, their people and their customers.

Whether you are considering implementing, consolidating, expanding your call centre operation or even reviewing current performance, priTel can support you in any of the following areas;

Human Resources

	Design of organisational structures
	Design of job roles
	Writing of job role descriptions
	Identification of staff competencies and skills
	Design performance appraisal systems
	Staff issues around extending working hours

Call Centre Culture (see Culture)

	Improvement of staff morale
	Identify culture & behavioural requirements
	Conduct staff culture surveys
	Implementation of a tele-culture
	Design reward & recognition schemes

Recruitment & Selection (see Recruitment)

All levels of staff recruitment

Senior management levels to volume staff recruitment

Identification of selection criteria

Design & conduct assessment centre testing

Conduct psychometric testing

Interim management placements

Workplace Stress & Welfare (see Workplace Stress)

	Stress audit and assessment
	Measurement of stress occupancy levels of staff
	Display screen equipment training
	Display screen equipment assessment

Operational Efficiency

Improve the performance & efficiency of your call centre

Benchmarking against best practice

Understand the gap

Operational audit & review

Strategic reviews

Quantitative & qualitative assessments

Identification of staff occupancy levels and call capacity

Identification of staff productivity levels

Design of performance tracking tools and charts

Quality Management (see Quality Management)

	Design of a quality management methodology
	Tracking of incoming calls
	Call avoidance strategies
	Reduction of repeat calls and rework
	First time call resolution
	Quality assessment processes
	Tele-skills assessment processes
	Design of call monitoring forms
	Process improvement and re-engineering
	Staff training needs analysis
	Customer satisfaction surveys
	Customer focus groups
	Inbound mystery shopping

Key Performance Indicators

	Identify key benchmark performance indicators
	Implementation of a balanced score card of measures
	Identification of appropriate business service levels
	Team and staff performance measures
	The measures to encourage the right staff behaviours

Resource Planning

	Call forecasting
	Forecasting for start-ups and new product/service lines
	Identification of staff shrinkage and absence levels
	Design of call simulation tools for trending

Outsourcing of Call Handling

	Partner selection
	Partner performance management
	Outsourcing Inbound call handling - service and sales
	Outsourcing outbound telemarketing and credit control