An Application of the ERIC Benchmark programme in UK Call Centres 

A 'White Paper' by Jamie Lywood - Winter 2008

There are three factors that determine the size of the confidea Whittnce interval for a given confidence level. These are: sample size, percentage and population size. Sample Size  The larger your sample, the more sure you can be that their answers truly reflect the population. This indicates that for a given confidence level, the larger your sample size, the smaller your confidence interval. However, the relationship is not linear (i.e., doubling the sample size does not halve the confidence interval).

In this article I want to focus on the issues and concerns these discussions raise about the 'people' part of the OPEX equation and discuss the impact of Empathy on HR.

We have prepared a few pages that will guide you through the ERIC on-line demonstration.

We are constantly looking for ways to improve the format and we actively encourage any feedback you may have on how this can be done.

Professor Merlin Stone, Dr. Yuksel Ekinci and Jamie Lywood examine the relationship between Empathy (as defined by the ERIC measurement programme) and Profitability (as defined by Return on Capital Employed - ROCE).

This White Paper follows extensive analysis into the ERIC research programme and summizes a very high correlation (85) between the two variables - this is considered to be a world-first!

by Nickie Hawton (Principal Consultant)

OK - I'll come clean - I don't like incentive schemes.  Instinctively, I feel that they make so many negative and patronising assumptions about people - principally that unless we give them something material, they won't make an effort.  I see incentives as a substitute for good management and an admission that your people aren't intrinsically motivated.

The findings of the study suggest that ERIC has a statistically significant impact on profitability as measured by Return on Capital Employed (ROCE). The inter-correlation between the six dimensions of ERIC and profitability was very strong (85). The ERIC model explained 72 per cent of the total variance in profitability which was extremely good (p < .05).

"EI"

Most people recognise the term "IQ" and understand that it refers to a person's "Intelligence Quotient": that is, it measures "how clever they are." Intelligence literally means "information" - but in assessing "cleverness" the best recognised IQ measures (Wexler and Stanford-Binet) measure much more than just "how much you know."