Performance Of The Contact Centre For Work And Income

In an increasingly globalized world of collapsing economic borders and extending formal political and legal equality rights, active citizenship has the potential to expand as well as deepen. At the same time, with the rise of neo-liberalism, welfare state retrenchment, decline of state employment, re-privatization and the rising gap between rich and poor, the economic, social and political citizenship rights of certain categories of people are increasingly curtailed. This book examines the complexity of citizenship in historical and contemporary contexts. It draws on empirical research from a range of countries, contexts and approaches in addressing women and citizenship in a global/local world and covers a selection of diverse issues, both present and past, to include immigration, ethnicity, class, nationality, political and economic participation, institutions and the private and public spheres. This rich collection informs our understanding of the pitfalls and possibilities for women in the persistence and changes within the contours of citizenship.

This NAO report examines the role and cost effectiveness of contact services for customers from the Department for Work and Pensions. During the 2004-05 period the Department spent £190 million on running contact centres. The centres themselves answered more than 33 million incoming calls, and made 7 million outgoing calls, as well as handling 300,000 e-mails, 30,000 faxes and 4 million incoming letters and application forms. The Department serves a wide range of customers, including 28 million pensioners and benefit recipients, paying out £112 billion a year in benefits and pensions. This report sets out a number of recommendations: that the Department should develop its understanding of customer demand and improve its forecasting processes; that the Department should aim to offer a seamless service, by reducing the number of telephone contact points, as well as sharing good practice techniques across such areas as forecasting and training; that contractual arrangements for staff should match the demand needs of customers, and that contact centre targets should therefore focus on customer need; that the Department should advance initiatives to improve its information on costs.

ACCT3 Management is the Asia-Pacific edition of the proven 4LTR press approach to management accounting, designed to enhance students’ learning experiences. The text is for teaching students learning the preparers/debits and credits approach and is presented in an easy-to-read and accessible style. This third edition includes a strong suite of student and instructor resources that enhance student learning and revision. New, print versions of this book come with bonus online study tools on the CourseMate Express platform Learn more about the online tools cengage.com.au/learning-solutions

Do you supervise people? If so, this book is for you. One of a manager’s toughest—and most important—responsibilities is to evaluate an employee’s performance, providing honest feedback and clarifying what they’ve done well and where they need to improve. In How to Be Good at Performance Appraisals, Dick Grote provides a concise, hands-on guide to succeeding at every step of the performance appraisal process—no matter what performance management system your organization uses. Through step-by-step instructions, examples, do-and-don’t bullet lists, sample dialogues, and suggested scripts, he shows you how to handle every appraisal activity from setting goals and defining job responsibilities to evaluating performance quality and discussing the performance evaluation face-to-face. Based on decades of experience guiding managers through their biggest challenges, Grote helps answer the questions he hears most often: • How do I set goals effectively? How many goals should someone set? • How do I evaluate a person’s behaviors? Which counts more, behaviors or results? • How do I determine the right performance appraisal rating? How do I explain my rating to a skeptical employee? • How do I tell someone she’s not meeting my expectations? How do I deliver bad news? Grote also explains how to tackle other thorny performance management tasks, including determining compensation and terminating poor performers. In accessible and useful language, How to Be Good at Performance Appraisals will help you handle performance appraisals confidently and successfully, no matter the size or culture of your organization. It’s the one book you need to excel at this daunting yet critical task.

This publication informs advocates & others in interested agencies & organizations about supplemental security income (SSI) eligibility requirements & processes. It will assist you in helping people apply for, establish eligibility for, & continue to receive SSI benefits for as long as they remain eligible. This publication can also be used as a training manual & as a reference tool. Discusses those who are blind or disabled, living arrangements, overpayments, the appeals process, application process, eligibility requirements, SSI resources, documents you will need when you apply, work incentives, & much more.

In 2008-09 HM Revenue and Customs' Customer Contact Directorate, which answers 95 per cent of calls to the Department's contact centres, only answered 57 per cent of 103 million call attempts, compared with 71 per cent in the year before and an industry benchmark of over 90 per cent.

This is a unique reference source of high level comparative information on aspects of tax administration system design and practice covering the world’s major revenue bodies.

Formerly published by Chicago Business Press, now published by Sage Strategic Staffing equips both current and future managers with the knowledge and skills to adopt a strategic and contemporary approach to talent identification, attraction, selection, deployment, and retention. Grounded in research, this text covers modern staffing concepts and practices in an engaging and reader-friendly format. Author Jean Phillips expertly guides students in developing a staffing strategy that aligns with business objectives, accurately forecasting talent needs, conducting thorough job or competency analysis, and strategically sourcing potential recruits. The Fifth Edition includes the effects of the COVID-19 pandemic on staffing needs worldwide, new coverage of staffing-related technologies, and updated examples throughout, providing students with the latest and most relevant knowledge in the field. Included with this title: LMS Cartridge: Import this title’s instructor resources into your school’s learning management system (LMS) and save time. Don′t use an LMS? You can still access all of the same online resources for this title via the password-protected Instructor Resource Site. Learn more.