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Showing posts from August 16, 2012

MONITOR AND MAINTAIN PERFORMANCE STANDARDS IN A CONTACT CENTRE

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SAQA Unit Standard 10321 NQF Level 4 - 12 Credits This standard applies to Contact Centres that are in-bound and/or out-bound within a commercial or emergency context and will include appropriate subject matter in the area in which the learner chooses to operate. 
The qualifying learner is capable of:  Applying statistical understanding to performance targets.Reviewing performance.Implementing performance standard benchmarks.  For further enquiries please CLICK HERE to send us a message!

RESPECT EMPLOYEE RIGHTS

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Don't Infringe on Your Employee's Rights



Don't test employees for drugs without their consent before the testing. Make sure you have an Occupational Health and Safety Policy in place, regulating the procedures for testing employees for drugs, e.g. obtaining their permission ahead of time. Also be sure to refer to this policy in the employee's employment contract.Although you can not enforce drug testing, you may institute disciplinary action against the employee if you have solid grounds for wanting to conduct a drug test but the employee refuses the drug test.  Make sure you have the consequences of refusing drug tests, e.g. disciplinary action, clearly written into the Occupational Health and Safety Policy.Don't single out specific employees for testing unless it is justified in terms of their job's nature. It may appear to be discriminatory if you single out specific employees.If you have a need to search employees from time to time, make sure the need is so …

Quote of the Week

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The future depends on what we do in the present – Mahatma Gandhi