January 27, 2012

Mentoring – A Little Help Goes a Long Way

Mentoring – A Little Help Goes a Long Way by Linda Finkle

Mentoring programs offer companies an efficient and economical way to manage and develop human assets. A mentor can transform an average employee into an exceptional leader. A mentor can guide an up-and-coming leader through the maze of leadership skill acquisition. A mentor can even improve the production levels of low-performers. A mentor cannot, however, make an individual want to excel. Nor can a mentor simultaneously boost employee production and groom powerful leaders. Companies must, therefore, learn how to employ mentoring programs that make the most of limited resources. This requires that companies set parameters around the 'who' and 'what' of mentoring.

Mentors can give high potential employees an extra push or inefficient employees some needed discipline. Both groups are worthwhile subjects, but companies will find it difficult to simultaneously implement two distinct mentoring programs. Before employing mentors, therefore, companies must determine the subject of a mentoring program.

As a company, you may prioritize leadership development over workforce productivity. If so, you will favor a mentoring program that produces top-line managers over one that yields efficient workers. On the flip side, a company that struggles to maintain a solid workforce may prefer to attain a stable employee roster before grooming employees for management.

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Customer Service Or is it Customer Care?

By Kathy Condon

Somewhere in the world sometime ago the term customer service was coined to describe taking care of people who came into your place of business. It was way before the internet so, indeed, it meant people that walked through your door.

Isn't customer service really about how you care for the people that want to purchase your service or product? With that being said, why isn't customer care a better word to use?

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Customer Care Skills – How to Handle Escalated Calls

Customer Care Skills – How to Handle Escalated Calls

 

By definition, handling an escalated call is probably going to be challenging! A call becomes escalated for one of two reasons. One reason is that the issue is complex and the first Customer Care representative does not have the knowledge or experience to handle this problem. The second situation is where the first call went horribly out of control, and the Customer is now either demanding a more senior person, or is so out of control that the first Customer Care representative can no longer handle the call. This second scenario is our area of concern.

Control your Assumptions

Let us look at the first call, before we begin to approach the second. Your Customer Care Agent might tell you that this is a really 'bad' Customer, and much stronger words! It is very easy to get caught up in this thought, this Customer is one of THOSE types! Don't let yourself do this, it is one of the first fatal mistakes in taking an escalated call. Assume that this Customer is a normal human being, who has a problem, and is misbehaving. Most people really don't WANT to misbehave – they even resent the fact that they HAVE to, and they feel that your poor service is forcing them in to this bad behaviour.

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Training is Not Always the Answer

Training is Not Always the Answer

Certain issues that affect employees can only be resolved by a change to a company process, policy, etc. For this reason, when preparing for your training, you need to to determine whether the issue can truly be fixed by training. Many times it can, but sometimes it can't. For instance, if your company can't afford new equipment, training is not going to help an employee better hear customers through an impaired headset.

It can save you considerable time, money, and grief to know the difference between what is and what is not a training issue. What's more, it can help you to decide on a course of action that will solve the problem.

Following are some additional examples of training and non-training issues.

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Customer Service Role-Plays, Designing a Customer Service Training Module

Customer Service Role-Plays, Designing a Customer Service Training Module

Using customer service role-plays in a training module is very effective both for new staff and for existing customer service staff. New staff get an opportunity to practice your typical interactions and scenarios in an environment where they can try again to perfect their approach and skills. Existing staff can move back from running on automatic, to heighten awareness and refresh their core customer service skills. They gain great benefit from sharing tips and techniques for handling problem calls or challenging callers.

It is important to structure your training module to gain maximum benefit from the customer service role-plays. Each role-play should generate potential learning points for the person playing the part of the Customer, for the other team member playing the role of your member of staff and for other members of the group who are observing. However, the learning will only take place if -

1. They are all open to finding the learning points
2. They have a good de-brief at the end of the module.

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5 Benefits of an Outsourced Call Contact Centre

5 Benefits of an Outsourced Call Contact Centre

An outsourced call centre or customer support centre is a company who is on hand to answer or make telephone calls on your behalf. Your customer support centre could be based in the UK or overseas, however language barriers, among other problems have made overseas contact centres less appealing for British businesses.

The customer support contact centre would manage your telephone calls and follow a pre-arranged script to meet your needs, whether that be providing your customers with information or generating new leads.

Our top 5 reasons to integrate an independent call centre with your business are:

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Is Help Desk Outsourcing Right For Your Business?

Is Help Desk Outsourcing Right For Your Business?

A help desk is a source of hardware and/or software technical support which is staffed by people who can either directly solve problems or direct the problem to the appropriate department. Help desks are usually characterized by a single point of entry and often use sophisticated ticketing and record-keeping management tools.

Many companies find it difficult to invest in call routing and incident tracking database technologies. In addition, trained help desk staff is often difficult to find and can put a strain on company payroll, benefit expenditures and operating costs. For these reasons, many companies choose to outsource their IT help desk needs.

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Training Methods Versus Learning Activities –

Let's Focus on the Learner Rather Than the Trainer

A participant in a recent training session objected to the term "training." He felt that training is something we do to others, while learning is something that learners do for themselves.

Since I am an English major, I went directly to the dictionary to check out the definitions. "Train" is defined as "to instruct so as to make proficient." "Instruct" is defined as "to teach or educate." "Teach" is defined as "to provide with knowledge or insight." "Educate" is defined as "to develop the knowledge, skill, or character of, especially by formal schooling." Training can, therefore, be further defined as providing a learner with knowledge or insight.

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Call Center – Outsourcing Calling Services – Helping Customers and Boosting Your Sales

Call Center – Outsourcing Calling Services – Helping Customers and Boosting Your Sales

In a recent survey it was reported that about three percent of participants discarded the services of a company of which they considered themselves as loyal customers because of a negative experience with staff member, almost 30 percent of participants admitted to feel that they are not being treated as valued customers by the company. The reasons behind dejections were either the misbehavior of staff or negative response of the representatives of the company.

Here, one thing which companies need to understand is that with the expansion of their company, the responsibilities of team also increase. They start working in pressure and if, they have to handle the calls of customer their work load increases double fold. The up selling and cross selling, telemarketing services become onerous and time consuming that in consequence, affect the productivity of in-house team.

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Can a Call Center Benefit From Six Sigma Certification?

Can a Call Center Benefit From Six Sigma Certification?

Call centers are all about satisfaction of the customer. They are usually packed with employees answering phone calls or working steadily at a computer through customer chat sessions. When you send employees for Six Sigma Certification, the employees will learn about ways to understand exactly what the needs of the customer are.

This will help them better serve the customer, and to be clear if they are providing the satisfaction required to maintain a good relationship with the customer. Six Sigma green belt training is a great opportunity to better the skills of employees so they have a good understanding of the customer.

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The Benefits of Employee Training

The Benefits of Employee Training

The term 'Training' means imparting of certain aspects of skills and knowledge by an expert to the employees of a company in order to improve their performance. Employee training helps in developing the overall performance of the employee including his personal as well as professional skills and imparts perfect knowledge and ideas so that the employee puts his best talent and increase the overall productivity of the organization in an efficient manner.

Basic Reasons for Employee Training

The first and foremost reason is development of physical and mental skills of an employee in the work prospects. Every organization has a set percentage of performance appraisals for its employees where the overall performance of an employee is rated, and the employee benefits according to that particular rating. During this process, if it is indicated that there is a need of improvement, the employee has to undergo training.

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Virtual Agent Services – Assisting Financially and Technically Corporate Sectors

Virtual Agent Services – Assisting Financially and Technically Corporate Sectors

A contact center solution is required paramountcy in order to set up a group of virtual agent services. It is available in various sizes, considering the type and the size of the business of the person concerned. A virtual call agent is efficient enough to render high quality performance to the consumers. And in order to execute this operation, the company will need the help of the contact center solution.

Such kinds of interactive executives enable the organization to cut off extra expenses and can significantly put a check on the capital investment, which is induced after training and recruiting the staff. Moreover, the job pressure can be easily trimmed off, thereby enhancing the productivity of the call center and retaining the clients for longer time period.

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