1. Adecco Call Center Solutions Vienna, May, 15th 2000, Lettie Logher Adecco Call Center Solutions Vienna, May, 15th 2000, Lettie Logher

2. AgendaAgenda  Overview Adecco  Overview Adecco Call Center Solutions  Call Center focus  Standardized procedures  Human Issues  The evolving role of an agent  Trends in Call Center HR- Management  Common Mistakes Lettie Logher

3.  Worldleader in employment services  5500 offices  55 countries  Tailormade solutions Lettie Logher

4. Adecco Call Center Solutions Global leadership Local power Lettie Logher

5. Call Center focus Human Capital  Dedicated Call Center Consultants  (Inter)national Recruitment  Assessment (hard skills and competenties)  Adecco Call Center Training Institute  3 levels of Value-add services - staffing and training - HR Facility management - outsourced Call Center management  HR consultancy Lettie Logher

6. Standardized Procedures  Resources  Search & Selection  (Inter)national Recruitment  Telefonic Interview / Assessment  Behaviour Interview  Assessment (X pert)  Training Program (through the Net)  Adecco.com  Monster board  (Inter)national Database Lettie Logher

7. Human Issues  Low value-add agent positions will be replaced by web, IVR and speech recognition  Agents needs to become more skilled, empowered and knowledgeble  Salaries will rise  Unlikely that we see reduction in headcounts in the call centers  Increase in the proportion of part-time agents  CC managers are likely to continue to face recruitment and retention problems Lettie Logher 

8. The evolving agent role The evolving agent role Change from Service to Profit Center  The balance between full-time and part-time agents  Recruitment and retention problems  Agent preferences  Training issues  The professional agent Lettie Logher

9. Trends in Call Center HRM Trends in Call Center HRM Significant increase in clients interest in:  International relationship  Fact Findings  Outsourced services  Benchmarking (Through Xpert)  Uniform levels of service and reporting  Stronger focus on core business  Increasing the flexible workforce as a strategic instrument PARTNERSHIP Lettie Logher

10. Common Mistakes The two most common mistakes made in recruiting for Call Centers  Underestimating the resources required  Underestimating the time it takes to recruit professionally Lettie Logher

11. Adecco Call Center Solutions Lettie Logher