3. Continuous Improvement and Best Practice
3.1 Targets
3.2 Performance assessment
3.3 Call monitoring
3.4 Communication
3.5 Consultation
3.6 Work organisation
3.7 Customer service resources for employees
The Government is committed to the continued expansion and long-term viability of the call centre industry in Queensland. The competitive advantage of the industry in this state will not be achieved through poor wages and conditions for workers but rather through continuous improvement and best practice that embraces superior:
- business relationships and practices;
- organisational systems and standards; and
- cooperative workforce management policies and practices.
Commitment to continuous improvement and best practice will be tested and measured using agreed criteria that reflect these qualities.
3.1 Targets
Employees should have the opportunity to participate fully in the setting of achievable targets.
Targets should be linked to the quality of customer service rather than solely relying on the number of calls and the time allocated to each call.
Changes to targets will be preceded by consultation and agreement with employees and their union representatives.
3.2 Performance assessment
Performance assessment criteria will be developed in consultation with employees and will be genuinely based on the development of employee skills.
Performance assessment criteria need to be flexible enough to cater for customer service requirements balanced with efficiency or consistency requirements.
The performance review process is to embody fair procedures and review options.
3.3 Call Monitoring
Call monitoring can be used as a coaching and development tool on the following bases:
- The development of the process and outcomes of call monitoring will involve a cooperative and collaborative approach between employees and call centre management.
- Employees shall be given reasonable notice if their calls are being monitored and over what period of time.
- Call monitoring will include a feedback process.
- Subject to legislative requirements, call centres will consult with employees and their union representatives before introducing call recording.
3.4 Communication
All team members will be given the opportunity to meet as a team on a regular basis.
Employees will be given adequate time to familiarise themselves with policy updates.
Employees will have access to a notice board, e-mail or other communication facility to be established in each workplace, to facilitate communication between employees and/or their union representatives regarding matters arising at work.
3.5 Consultation
A guiding principle for communication is the acknowledgment that employees' experience and ideas add value to the quality of service the call centre can deliver.
While reserving the right to make final judgement, management will consult with employees prior to the implementation of changes in company policy and product development.
3.6 Work organisation
Employees will be provided with enough flexibility in their routine so that they can follow up customer service issues adequately. Employees will be able to negotiate appropriate flexibility guidelines with management which follow the principles of quality customer service and employee job satisfaction, appropriately balanced with efficiency issues.
3.7 Customer service resources for employees
Employees will be provided with adequate technological and informational resources in order to resolve a customer's concern as efficiently and effectively as possible.
Last updated July 21, 2009
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