My Blog
Increasing Staff Survey Response Rates
0 Comments- Add comment Written on 22-Aug-2008 by SarahAllenCarnival UK achieve high response rates each time they run their BCCW staff satisfaction survey. I recently asked Rachel Montagu at Carnival for some tips for other clients. Rachel said that they hand out written invitations printed from the BCCW system, and each Team Leader hands them out personally to their team. They are given a 15 minute slot off the telephone to complete the survey. An email is sent to each member of staff containing the do's and don'ts for completion of the survey and also the closing date. The BCCW system will then print reminders just to those who have not completed the survey yet.
Fortnightly Feature - Industry Experts
0 Comments- Add comment Written on 30-Jul-2008 by SarahAllenThere will be a regular feature on the site starting next month. This will be a fortnightly article written by specialists in their field. If anyone is interested in writing a feature, please let me know.
RSS Feeds on the Site
0 Comments- Add comment Written on 23-Jul-2008 by SarahAllenWe have set up an RSS news feed on the site (see Call Centre News). All articles have been handpicked and relate to better call centre workplaces. Again, if you are interested to see any other areas please let me know via the bulletin board on the Discussion page.
DHL Complete Their First Survey
0 Comments- Add comment Written on 14-Jul-2008 by SarahAllenDHL have successfully completed their first BCCW survey. They provided us with a list of their 100 staff one week ago and they have now completed 97 interviews. They will be able to view the results of this survey straight away,
Hot topics for the site
0 Comments- Add comment Written on 10-Jul-2008 by SarahAllenI spoke with Julie Warne today, Head of Reservations at Carnival UK, a valued client of BCCW.
I wanted to find out if there were any areas she would like to introduce to the Forum.
Julie was very interested to see how other organisations reward staff - adhoc or structured. This is a key area within our Contact Centre Pay service (see www.contactcentrepay.com) but we will be adding this to the BCCW site as it falls within the campaign for a better contact centre workplace. It could show any pitfalls to avoid, successes etc. Please see the Discussion Area for more detail.
New Survey Started
0 Comments- Add comment Written on 04-Jul-2008 by SarahAllenDHL are in the midst of completing their first survey. They have started exceptionally well and staff completed 41 surveys within a few hours of the survey opening
Practice Leader
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Sarah Allen Director of Client Services
Sarah Allen has been involved in the Call and Contact Centre Industry for over 17 years.
Career Highlights:-
- Degree in Marketing and German
- Founded Mitial Research International after a successful analyst role at Brann Direct Marketing.
- Set up and ran a 30 seat B2B specialised research promotion call centre in support of UK & International investment promotion activity for 7 years.
- Produced Customer Service protocols for over 60 client accounts including Welsh Development Agency, Enterprise Ireland, Invest Northern Ireland, Locate in Kent, Burton Promotions, Glasgow Development Agency, County Durham Development Agency and MIDAS (Manchester)
- Wrote country reports on the contact centre industries of Germany, Netherlands, Sweden and Ireland.
- Built customer relationship management system for Enterprise Ireland
- Carried out major Pan EU study on system integration in contact centres for Unisys
- Currently manages the Campaign for Better Contact Centre Workplaces.
My profile
SarahAllen
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- Music:
- Coldplay, Kaiser Chiefs, Sugababes!, Amy Winehouse
- Movies:
- Mamma Mia(since last Friday), Forest Gump, The Bishops Wife, Anything with George Clooney!, It's a Wonderful Life,Schindlers List but couldn't watch it again.
- Television:
- Gok Wan, Sex and the City, Mary Queen of Shops, Dragons Den, Gordon Ramsay
- Heroes:
- My daughter for receiving 2 Awards for Best Improver this year in school and Stagecoach
- Job:
- Director of Client Services at BCCW Ltd
- Previous jobs:
- Marketing
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