You are here: silicon.com > Resources > White Papers > Professions and Industries > IT Professionals > Training and Certification

Training and Certification White Papers

SkillCheck Case Study: Direct Energy Essential Home Services

Overview Direct Energy Essential Home Services, Canada's leading energy retailer and home services provider, is a division of Centrica plc, Britain's leading provider of retail energy with more than 44 million customer relationships worldwide. The organization's Ontario office maintains a call center with several hundred Call Center Representatives (CSRs) providing customer service to more than two million customers across North America. When Direct Energy Essential Home Services needed to improve its recruiting processes and reduce turnover, SkillCheck played a key role in the strategy. With SkillCheck, Direct Energy Essential Home Services has increased the quality of every hire and reduced turnover among their Call Center Representatives to just 8 percent.

Further White Paper Details
Publisher	SkillCheck	File Format	PDF
Date Published	June 2006
Format	Case Studies
Topics	Training and Certification, Customer Support Services

Did you find this white paper useful?

The Business Benefits of e-Learning in High-Growth Companies

Publisher:
SkillSoft

Tags:
training

The True Value of Learning

Publisher:
SkillSoft

Tags:
it hr - staffing - training

Delivering on the Promise of eLearning

Publisher:
Adobe Systems

Engaging with the New eLearning

Publisher:
Adobe Systems

Tags:
online - distance education

Business Process Analysis

Publisher:
Global Knowledge Training

Logica expands into North America

Computer services company Logica has bought US call centre specialist Carnegie for £21m with the aim of expanding its business in North America. The aquisition will more than double Logica's North American workforce and underlines the company's...

Channel:
Applications

High-tech employers don't understand their staff

Not surprisingly, the study found that worker satisfaction was related to turnover, with happy employees more likely to stay. The study, conducted by human resources company Towers Perrin and research firm Gang & Gang, surveyed 1,100 workers and...

The worst kept secret in mobile

though one of its key representatives in the sector speaks of “big aspirations”. Expect to see the MPx200 offered by others, and not just the odd carrier in North America or Asia. But this is just version one, as it were, and a Motorola with a...

Channel:
Comment & Analysis

Offshoring faces automated call centre threat

The popular offshore call centre markets, such as India and the Philippines, are rapidly maturing, resulting in increasing wages and higher turnover rates," he said in the report. Spend on speech-enabled self service technology is estimated to more...

Channel:
Offshoring

Oracle and SAP squabble over market share and customers

Responding to another statement released by Oracle on winning over SAP customer German retailer Karstadt, SAP said Karstadt Quelle remains its customer and development partner in the retail space. Ellison had said that Oracle has become number one...

Channel:
Applications
Tags:
oracle,
sap

Africa beats India on offshore call centre costs

But high staff turnover remains a problem for all centres with a global average attrition rate of 21 per cent, according to the benchmarking figures. North America has the lowest pay rates in the developed regions with call centre staff picking up...

Live Webcast: Telecoms 2.0 - Where is telecoms heading?

In this webcast, our panel of experts will review where we are with next generation telecoms in the UK, working through the concept of 'Telecoms 2.0': - Realising the potential of Next Generation Networks - why it isn't just about the technology? - What attributes should firms be looking for in their telco partner? - Is the relationship between telco provider and customer changing? - What things need to happen to make next generation services a reality? - You say you want the supplier to change. Do you want to change too? - What is Telecoms 2.0?

Publisher:
ZDNet UK

Telecom 2.0: Mind over matter

ntl:Telewest Business believes that the role of the telco is evolving. Gone are the days when it was enough to simply focus on circuits and minutes, customers now need a far higher degree of interaction and look for suppliers who will talk business solutions with them.

Publisher:
ntl:Telewest Business

IBM Information Server Change Data Capture

In today's fast-paced world, access to real-time data has never been more important. To be successful, organizations need to be able to report and analyze corporate data quickly and easily, regardless of what applications created the data, what platform they're running on, or what database they're stored in.

Publisher:
IBM

An examination of server consolidation: the trends that can drive efficiencies and help businesses gain a competitive edge

This white paper provides a starting point for organizations contemplating server consolidation. It includes an overview of server consolidation concepts and techniques and provides guidance on methodologies. It also looks at the potential cost savings associated with server consolidation and offers information on how organizations can sustain the advantage they have gained by consolidating their servers.

Publisher:
IBM

Also on silicon.com

Site Navigation:

Training and Certification White Papers

SkillCheck Case Study: Direct Energy Essential Home Services

Quick Sitemap Links:

About Us

Search

Blogs

Verticals

Advertising Features

CNET Networks in Europe

CNET Networks in the United States

CNET Networks in Asia Pacific