During week beginning 28th May Fifth Quadrant will be releasing the 2012 Customer Service Industry Human Resource Management Report (Australia and New Zealand). This report is a deep dive into all aspects of HR in contact centres and customer service centres including recruitment, training, career, attrition, tenure, retention, engagement and many other topics.

Some cool profiling stats from the report include...

• Across Australia and New Zealand, 67% of contact centre Agents are dedicated to telephone transactions, while 29% handle multiple channels, and 4% are dedicated to web based transactions.
• The ratio of Team Leaders or Supervisors to full-time Agents across Australia and New Zealand is 1:10.
• The span of control within contact centres that have more than one hundred seats is significantly larger (1:14) than within smaller centres.
• An average of 16 days of training are given to new hires in contact centres in both Australia and NZ

Speaking of training, I am delighted to announce that we have partnered with a US based firm to bring to APAC a Social Media training program focused on training executives and frontline staff in how to deliver social media as a service channel. The program includes 20 modules that can be customised to meet specific organisation’s requirements and delivered face to face, online or by webinar. It’s brilliant. For more information please contact Max and mkelly@fifthquadrant.com.au.

For more information on the HR report please contact Jules at jtrajkovski@fifthquadrant.com.au.