Hello,

Wonder if anyone can help me. I would like more information about the implementation of ISA 9000 into a call centre.

I am specifically looking at assisting in the development of new methods, techniques and practices to improve overall quality of Call Centre staff and performance through identifying appropriate training and development requirements. I am also looking at the development of a coaching culture in a Call Centre, including developing and supporting front-line Team Managers in their roles.

Any information that CCV member can help me with would be greatly appreciated.

Many Thanks

Lindsay

Oh my god..........

Why Lindsay why?

You're goiong to have fun!

I've done an ISO 9000 implementation at my previous company
and a 9000 -> 9002 here. In both cases as an internal auditor
although I can't seem to get anyone to pay for the course!

Most of the work is process mapping and proving that
process adherence exists. Version number *EVERYTHING* and
make sure everyone's using the same version number.

If you'd like E-Mail me a set of questions and I'll put together
some answers and post them back here although it may take a couple of days
(You have my work addy) that'll save cluttering up the board.

I know you don't allow adverts but I do know a very good ISO consultant / auditor based in the North of England (well he impressed me).

HTH

DaveA


NOTE TO SOME POSTERS:

{CLIMBS ON SOAPBOX}

Following on from Dylans point in another thred.

Even though I've asked Lindsay to E-Mail me details I will
post the resultant answers back to the main board.

This is called Knowledge sharing or if you will pooling.

It is the reason this board exists.

There are the same 8-10 people posting answers on a regular basis
that don't consist of "I know the answer to that. Mail me if you'd like more information."

It's the reason we're here folks!

Here endeth the lesson.....

{Steps down to either polite applause or rotten eggs}

Lindsay,

I have expereince of working for clients in a post ISO environment. The experience was one of being process orientated.

From a T&D perspective I would agree with Dave, get your processes up and running first based upon ISO requirements and adherence. Then do a company wide Training Needs Analysis, then train your skills gap, then evaluate the effectiveness of the training and refine processes and objectives if necessary. Then go for accreditation.

Its a very tall order. And beware the thinking that you will improve staff performance through training and development alone. Its not the case, other massively significant factors are recruitment policies, culture, processes and systems, management style and skills, technological capabilities etc. Its easy to think training can solve problems, sometimes the optimum solution is not to train but start again with fresh thinking.

Like Dave I'm willing to help but couldnt possibly advertise.

Lindsay,
We have done ISO ,Six Sigma and are moving towards COPC process. IF you wish we can provide more details on How's and Don'ts .I agree with Dave, a lot of effort is looked as for free but on the other hand , i wish present all on the forum .

Dave, i agree with you and i will make sure will follow your view as well by posting all on the site.

Cheers
Pisoni.