How to retain call centre employees is consistently a challenge for Call Centre Managers so we asked our members to share their top tips.
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Learn why Active Listening Skills are so critical in the call centre along with 5 tips on how to instantly improve your performance.
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If you want to share and earn points please login first
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Overall Call Centre Rankings
Leaders by Sector - Q4 2024
1. TPG INTERNET (INTERNET Sector)70.9%
2. YOUI (CAR INSURANCE Sector)70.7%
3. RED ENERGY (ENERGY Sector)69.5%
4. HOLMESGLEN INSTITUTE (EDUCATION Sector)68.4%
5. HUME BANK (BANKS Sector)67.5%
6. CITY OF ONKAPARINGA (COUNCILS Sector)65.0%
7. UNITING NSW.ACT (AGED CARE Sector)56.8%
Industry AVE55.5%
Most Accessible Call Centre
Leaders by Sector - Q4 2024
1. TASTAFE (EDUCATION Sector)98.1%
2. RED ENERGY (ENERGY Sector)93.4%
3. IINET (INTERNET Sector)93.1%
4. UNITING NSW.ACT (AGED CARE Sector)92.1%
5. MONASH CITY (COUNCILS Sector)88.0%
6. HUME BANK (BANKS Sector)86.5%
7. YOUI (CAR INSURANCE Sector)80.4%
Industry AVE71.2%
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Agent Mastery Leaderboard
Leaders by Sector - Q4 2024
1. YOUI (CAR INSURANCE Sector)66.5%
2. HUME BANK (BANKS Sector)64.2%
3. ALINTA (ENERGY Sector)63.6%
4. TPG INTERNET (INTERNET Sector)62.8%
5. HOLMESGLEN INSTITUTE (EDUCATION Sector)59.9%
6. CITY OF STIRLING (COUNCILS Sector)57.9%
7. HAMMONDCARE (AGED CARE Sector)56.6%
Industry AVE51.5%
Latest Glossary Terms
Agentic AI
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Average Wait Time
Leaders by Sector - Q4 2024
1. TAFE WA (EDUCATION Sector)00:02
2. DODO INTERNET (INTERNET Sector)00:02
3. ENGIE (ENERGY Sector)00:04
4. UNITING NSW.ACT (AGED CARE Sector)00:08
5. RACV (CAR INSURANCE Sector)00:16
6. CITY OF ONKAPARINGA (COUNCILS Sector)00:20
7. GREAT SOUTHERN BANK (BANKS Sector)00:23
Industry AVE01:24
Upcoming Courses & Events
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February 2025 Customer Service Phone Essentials
The February 2025 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based...View event > -
March 2025 Customer Service Foundations
The March 2025 Customer Service Foundations training course teaches premium customer service skills delivered via 2 x 3-hour...View event > -
CX Roundtable March 2025
Join us for our free CX Roundtables featuring a special guest each month to share practical insights for customer experience (CX) professionals and the chance to connect and...View event > -
March 2025 Inbound Phone Sales Foundations
The March 2025 Inbound Phone Sales Foundations training course teaches premium sales skills to improve conversions on inbound phone calls, delivered via 2 x 3-hour...View event > -
Call Centre Roundtable March 2025
Join us for our free Call Centre Roundtables featuring a special guest each month to share practical insights for contact centre professionals and the chance to connect and...View event >