Basically we set the tone for the call centre, we start off by listen to what and how agents are saying things to customer, then we coach the agent to give the customer the experience that is specific to the client for example, one client is more focussed on information and needs lots of customers to be attended to because of their call flow and demand, then we teach agent how to be concise and teach them questioning and closing skills, another client would want us the cater to client every need, pamper, then soft skills and attentiveness would be focussed on, across the board we have a mandatory skill set for agents but we tweet them to better suit the client.

I run a team of 10 people, I have 5 campaign to maintain quality, my consultant audit calls and pump valuable information back to floor managers to better the business, we monitor calls, emails, media sites where customers can complain, we monitor all type of communication from our consultant to the customer to ensure a better experience for our clients, clients

Monitoring my team, ensure best practice, reporting daily, weekly and monthly to my managers to ensure flow of change and development, prepare, investigate and present at all hearings for the company, Monitor all Performance management in the customer care department, Liaise with Team leaders and Managers discussing improvement and none thereof , Complete register, IR escalations, prepare disciplinary documents for consultants that are not performing, coaching and development for consultants, Ensuring coaching and development is completed by Team leaders for their consultants,