In this episode of Smart Call, we ask: Who’s the Boss?
And we do so in two ways.
First up, we have Dr. Catriona Wallace of callcentres.net sharing the results of her firm’s annual Australasian Benchmarking Report with us. Catriona finds that call centre bosses have some happier challenges at the moment, because fewer workers are leaving the industry.
Our second interview is with the ATA’s Michael Meredith. Together, we explore the prospect of the government setting customer service levels, a notion flagged in recent telecommunications industry reform proposals.