Outsource Issue 23 - (Page 45)

FEATURE CONTACT CENTRES & CSR It’s tIme for contact centres to get socIally responsIble Contact centres increasingly need to demonstrate added value not just to their customers but to their employees – and one way is to embrace the corporate social responsibility agenda… Marilyn Tyfting, TELUS International Marilyn Tyfting is VP of Human Resources for BPO and contact centre solution provider TELUS International. She is a former VP of Rogers Communications. n today’s competitive environment and uncertain economic climate, running a modern outsourcing contact centre has to go beyond the traditional “cost-effective” model. If you are going to succeed and keep winning new customers, you have to offer exceptional service to your client’s customers and move beyond what has previously been expected and accepted. Good pay and healthy working conditions are essential but effective contact centre providers need to do far more now to ensure their employees stay motivated, engaged and inspired to deliver exceptional customer service. A recent innovation that has become increasingly popular among many top-tier customer service providers is to implement a comprehensive Corporate Social Responsibility (CSR) program. Today, many business leaders are seeing positive human resources impacts from I their CSR programs. A well-run and effective CSR program can be seamlessly integrated into the existing business plan and company culture. But it is vital to get buy-in from as many key decision-makers and internal influencers as possible from the outset. CSR programs should always align with a company’s core values and priorities as a natural connection between them will make it easier to implement and maintain over time. Consendre mod eugait alit luptati sisisisit augait num iusti facidunt ipsumsan el eraestrud exerat ad onulla cor ing eumsandre ex elit “Always do right; this will gratify some people and astonish the rest.” - Mark Twain atetue tet ulla feu feum niamconEm ea commodiam ad tem dolortio Utat lum quisim et, quissi.Volobore m iurero dolobore. www.outsourcemagazine.co.uk ● ●● ● 45 http://www.outsourcemagazine.co.uk

Table of Contents for the Digital Edition of Outsource Issue 23

Outsource Issue 23
News & Comment
IT Security
Ian Collard
More Than Just A Headcount
Call Centre Technology
Social Issues
Understanding Value
Cutting Through The Noise
All In The Genes?
It’s Time For Contact Centres To Get Socially Responsible
Right From The Start
All In The Game
Relationship Management Centres
NOA Roundup
Document Management
Digital Vision
Review Ructions
Provider Perspective
A New Reckoning?
The Music of Outsourcing
Accelerating Innovation
Labour Arbitrage
Top Ten Tips
The Legal View
HfS: New outsource Partner
Online Round-Up
Inside Source
The Last Word

Outsource Issue 23