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Spotlight on: Listening Skills
Spotlight: Who comes out on top? The story so far
Spotlight on financial services: who comes out on top?
Spotlight on leisure and tourism: who comes out on top?
Spotlight on telecoms and utilities: who comes out on top?
Spotlight on public sector: who comes out on top?
Spotlight on IT and technology: who comes out on top?
Spotlight on the retail sector: who comes out on top?
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Following a complete assessment of various big name call centres over the past year, the Spotlight team now turns its attention to specific skills: Welcome, Find Out, Show How and Close. This month, centres are evaluated on the call opening
The analysts at maia consulting subsequently thought it was time to sit back and take stock of last year. So, who came out on top in 2006?
This month, maia revisited the 20 banks, insurance companies and credit card providers called last July to see how things had changed.
The consulting team revisited the leisure and tourism industry to assess the way industry providers sold themselves, their brands, and of course their products and services.
Since maia last visited the telecoms and utilities sector, a great deal has been happening in this marketplace.
The public sector is still holding its own against a range of supposedly more customer-focused industry sectors, contributing five of the top twenty performers in the overall league table and achieving scores close to or above the cross sector average so far.
Spotlight revisited the IT and technology sector and looked at the way in which agents dealt with customer needs in the welcome, find out, show how and close of the call.
Spotlight revisited the retail sector with a range of new product information and sales enquiries and looked at the way in which agents dealt with customer needs in the welcome, find out, show how and close of the call