My Blog

Increasing Staff Survey Response Rates

22-Aug-2008

Carnival 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

30-Jul-2008

There 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

23-Jul-2008

We 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

14-Jul-2008

DHL 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

10-Jul-2008

I 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

04-Jul-2008

DHL 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