Kathryn’s unique personal qualities, combined with her previous work experience, give her all the skills necessary to work in the ever-changing call centre environment.
Kathryn Evans
Team Leader
Kathryn oversees the staff training and quality assurance within the call centre. Kathryn has facilitated a QA program within First Contact which optimizes attainment of KPI’s.
Contact Centre News
Contact Centre News
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Holiday Changes?Read MoreAre you closing up over the holiday period? Changing hours? Running on skeleton staff? Do you need changes made to how we normally answer your calls? Maybe you're not a current customer, but are looking for someone to manage your calls while you take a well-deserved break?
Whatever your requirements are, First Contact can help!
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How do you choose an outsource call centre?Read MoreEach business is different. What works for one, might not work for another. There's so many horror stories about call centres; excessive hold times, agents not understanding customers needs or not answering calls at all! How do you decide that a call centre is the right option for your business?
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Contact centre metrics: What's really important?Read MoreWhat are the different contact centre metrics that can be used, and how do you establish which are most important for your organisation?
Performance measurements in contact centres will vary from business to business; there’s no right or wrong way to measure performance. There isn’t a fixed set of metrics through which to evaluate a centre. One size doesn’t fit all.