Mastering the Big 5

  • 09 Apr 2009
  • 11:30 AM - 1:30 PM
  • Norris Conference Centers - 2525 West Anderson Lane, Suite 365 - TEL: (512) 451-5011


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  • Guests & General Public
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Big 5 book.JPGWe are extremely lucky to have Tom Calvert in Austin. His book, Mastering the Big 5 may be the only book that speaks to Leadership and professional growth in our industry. What skills must be mastered to get to that next level and for those at that next level what can you do to support and grow your reports.


During this luncheon, Tom will outline specific actions for Supervisors, Managers, and Site Directors that can transform your Contact Center into a fun, exciting, profit-driving machine that is an irreplaceable asset to your company.


“It has been insightful to know what the next level is really concerned with and it is also to see him report the supervisor role is the most tasking on a day to day base. It is also great to know we do have one of the toughest jobs out there,” says Allen Pargmann, 2008 ACCA Board Chair. “Not often we have someone like this in the backyard.” 


The Big 5 are the five most important success factors in Call Centers today:

  1. Hiring the Very Best Every Time
  2. Developing People for Unprecedented Results
  3. Creating Your Highest Employee Satisfaction
  4. Building Strong Teams
  5. Driving Key Metrics for Maximum Impact

About Tom Calvert

tomcalvertbio.jpgTom Calvert is a former Vice President of Call Center Operations at MCI, Inc., one of the largest and most successful Call Center operations in the world. As Vice President at MCI Inc., he led a team of over 3,000 agents and leaders to record setting performance through rapid growth as well as unprecedented challenges such as high profile mergers with WorldCom and Verizon, bankruptcy, downsizing and “do not call” legislation.


His experience includes selecting and leading outsourcing partnerships. In that capacity, he was responsible for sales, quality and contract performance of multiple vendors in North and South America. He spearheaded the company’s first–ever successful offshore outbound sales venture.


Prior to his VP duties, Tom held Regional Director responsibilities, along with Site Director, Manager and Supervisor roles. He has a unique perspective on each level of Call Center leadership, honed by over 2 years at each position. As a result, his expertise extends to all facets of Call Center execution. His in–depth knowledge, along with his passion for leadership, and leadership development have led to his latest endeavor, mastering the big 5.

Visit for more information on Tom and his latest book Mastering the Big 5!

535 E. 5th St., Austin, TX 78701  | 

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