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Call Centre Star Rating
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  • 5 Star
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  • When your customers stay at a hotel, do they choose a 3-Star, 4-Star or 5-Star establishment? Why?
  • INSIGHTS Middle East unveil the easy approach to valid call centre benchmarking



    CONFERENCES & EXHIBITIONS

    Middle East Call Centre Conference & Exhibition
    May 11-14, 2015
    Dubai, UAE

    Pre Conference Tutorials
    May 11, 2015
  • Metrics That Matter
  • Building A Flexible IVR System
  • Monitoring & Coaching For Improved Agent Performance

    Main Conference Tracks
    May 12-13, 2015
  • Operational Excellence Track - May 12-13
  • Technology Strategy & Management Track - May 12-13
  • Executive Awareness Workshop - May 12
  • Middle East CRM Forum - May 12
  • MECC Outsourcing Workshop - May 13
  • Middle East Digital Customer Service - May 13

    Post Conference Workshops
    May 14, 2015
  • Becoming A More Inspired Leader
  • Developing a Strategic Roadmap for your Contact Center
  • Justifying CEM - Financial Impacts & Value-Based Accounting
    PUBLIC SEMINARS

    Management
  • Interaction Customer Experience Management
    May 3-5, 2015
  • Best Practice in Quality Monitoring and Performance Management
    May 11-12, 2015

    Survey Design & Data Analysis Workshops
  • Survey Design Workshop
    May 12-13, 2015
  • Data Analysis Workshop
    May 14, 2015
  • Survey Design & Data Analysis Workshop
    May 12-14, 2015

    Team Leaders & Supervisors
  • Vital People Management Skills For Team Leaders And Supervisors
    April 8-9, 2015

    New Courses

    SIX SIGMA
  • Six Sigma Yellow Belt Training
  • Six Sigma Green Belt Training
  • Six Sigma Black Belt Training

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    CALL CENTRE STAR RATING

    Reach For The Stars As the primary channel-of-choice for the provision of customer service, it is important that call centres have a methodology to easily demonstrate their effectiveness to customers and prospects. Statistical and KPI-based benchmarking has been conclusively proven to stifle competition, hinder growth and stunt development. After years of research, study and regional experience, INSIGHTS have developed a recognisable, easily understood methodology to define the depth and breadth of call centre performance.

    Call Centre Star Awards Plaque The process takes into account, the fact that call centre results are often qualitative and not just quantitative. The process also recognises that call centre maturity, market development and business experience all need to be considered in any call centre assessment. While call centre assessment is a multi-dimensional exercise the end result must be clear, simple and easily recognised.

    Probably the most recognisable assessment process that blends complex, multi-dimensional, qualitative and quantitative metrics with an easily understood rating system is the "STAR" system used by the hospitality industry.

    INSIGHTS have used all the call centre data they have compiled in recent years to develop a 5-stage, call centre development map that coincides with a 5-stage quality awards process. Under the system, call centres are required to submit specific operational details. These details are then confirmed during a site visit by an INSIGHTS-certified consultant. Call centres that meet the minimum standards required are awarded 1-5 Stars, indicative of the level of service their prospects, customers and clients can expect. There are STAR ratings for Inbound, Outbound, Captive and Outsource operations.

    For more details, click here

    To take a sample STAR awards rating, click here






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    Middle East Call Centre Awards 2014 Commemorative Issue
    Click Here To Download Middle East Call Centre Awards 2014 Commemorative Issue


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