Best Call Centre Performance Improvement

We are looking for you, regarding the period from June 1, 2013 and June 30, atos_logo2014, to be;

•    Determining the developmental areas and defining the methodology used for this purpose
•    Defining clearly the goals of the improvement program
•    Explaining with substantial evidences how the program has been planned, executed and followed
•    Presenting with clear evidences the impact of the improvement program on customers, management, staff and the performance of the center
•    Explaining return of any investment realized
•    Explaining gains related to knowledge and experience, and the future plans
•    Presenting clearly and strongly the connection between the realized performance improvement activities and company strategies.
•    Financial model and impact of development (How much additional value it has created and will create?)
•    Explaining what the whole team gained through this development process, and identifying the details of future planning
•    Pointing out with substantial evidences if the development plan matches up with the company targets, and explaining if the development plan is sustainable
•    Introducing development not for a short-term but in minimum of 1 year time-frame
Evaluations will be made according to the following criteria:

1.    Planning
–    Clear definition and documentation of the performance objectives.
–    Scope.
–    Explanation and monitoring via the implemented methodology.
–    Action plans with regard to the need to enhance.
–    Project documentation and time plan.
–    Accountable persons of the project and role definitions.
–    Definition and monitoring of ROI.

2.    Application
–    Clear definition and documentation of project objectives and KPI’s.
–    The effect of the enhancement program on the customers and performance of the personnel and the center.
–    Implementation methodology.
–    Time schedule.
–    The harmony of the performance project with the company objectives
–    Measurement and project tracking.
–    Communication plan.

3.    Performance results
–    The financial model of the enhancement and the generated added value.
–    Financial monitoring of the work during the process.
–    Total effect in company objectives

4.    Improvement
–    Future plans about performance enhancement
–    Activities planned for carrying the benefits of the project into the future

5.    Innovation
–     Innovative solutions that are implemented for enhancing the performance

NOTE: The Judging Committee has the right not to give award in this category in the event that there is no candidate meeting the above criteria.