Call Centre Consultants

   joinedup-thinking

   The Consequence of Experience

Training

When did you last review your company’s training programme?

Sales & Strategy Development

Every customer contact represents a positive business opportunity, but it is apparent from everyday contact with some call centres, that this is not the realistic outcome. This may be because the Company has not developed its business strategy, or it has lost sight of it.

Business strategy needs defining and communicating so that all staff understand what is expected of them. The Strategy may need reviewing from time to time, but should form the Company’s or Department’s daily working document that underpins the whole operation. Again, many businesses set a strategy and then file it away, failing to:

i)                     Communicate it fully

ii)                   Make changes to support it

iii)                  Monitor its effect

iv)                  Fine tune it

In Contact Centres, where staff turnover is generally higher than many other business areas, the need to keep communicating the Business Strategy is even more important.

By training staff to operate in support of the business strategy in all they do, customer satisfaction can be dramatically improved. It therefore follows that the profitability/viability of the contact centre will also improve.

Bespoke Training

We design and deliver bespoke training to ensure that our clients’ Contact Centres are doing exactly what they want them to be doing – and doing it well.

Our belief is simple….

You get out what you put in.

Organisations need to invest in their people and in the development of their people.

Call Centre Productivity, Sales performance, Customer Service and Call Quality will all improve with appropriate targeted training. Staff retention will also improve.

We believe that it is better to raise the performance of the whole operation and have the team all pulling together in the same direction, rather than rely on just a few star performers.

If you increase the performance of every agent by 1 additional sale per week, you begin to deliver significant improvements to the business results.

Reinforcing Appropriate Behaviour:

However good the training programme is, delivering training in isolation, is not a fix in itself.

The messages need reinforcing once the training has been delivered.

We design Incentive schemes to support our clients’ strategic aims and our training programmes. These are developed to reward the behaviours promoted by the training programme.

We also design Pay & Reward schemes for Contact Centres to underpin our clients’ strategic aims
 

That’s joinedup-thinking. 

Incentive Strategy:

From our experience, most organisations need to re-think their strategy for Incentive Schemes.

Rather than operating the usual “First past the post” schemes that always reward the same top performers and consequently de-motivate the rest of the Call Centre agents, companies need to develop their incentive schemes to reward every agent’s improvement in performance.

The message therefore is simple:

When designing your training programmes and the supporting Incentive Schemes, focus on improving the performance of the average Call Centre agents, (the 80%).

The remaining 20% will take care of themselves.

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