Call Center Audit In Manila

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Aren't call center audits fun?

I'm not sure what is worse… Conducting the audit or being audited?  I've been on both side of the fence.  I've been a cll center outsourcer and now I'm the client. 

So to make a long story short, me and four others are getting ready to jump on a plan in about 8 hours to Manila.  The flight should take about 24 hours.  Can you say fun!!!

The good news is that we get to fly in business class.  That makes all the difference.  In fact, it makes the trip so much more pleasurable and subsequently, once we land we are refreshed.  That's important because we have limited time to get a lot done.  So our goal is to make sure our vendor is handling our customers properly.

One of the key aspects of our audit is how well the management team motivates and supports the customer service agents. 

The more effective the call center management team is at this, the better the center will perform.  This has a direct effect on call center quality.  One of the major things we are going to roll out is our call center games and SMART goals processes.

So while we've were preparing for this audit, I realized that I haven't brought attention to this proven call center motivation system to you.   This is something  that may  make you  amore productive leader.

I set up a special link for CallCenterCafe.com readers.  Check it out quickly, because I don't know when we are going to take it down.

Call Center Performance The Easy Way! Click Here and Find Out How!

I'll get you a new post when I land and give you an update.  It should be ineresting and it should be fun.  Have a great day!

 

How to Manage Attrition Levels

By Julia Mcvey

One of the biggest costs for most employers in today’s market place is recruitment of quality staff. In order to reduce this cost every organization should have in place ‘staff retention action plans’. To achieve this detailed trend analysis will be required specifically looking at:

• The time line – at what point in a career do people want to move on

• What is the leavers profile – age range – position – lifestyle - ambitions

• Exit interviews – detailed questioning of the employees reasons for leaving (not by a line manager)

• Is there a particular time of year when attrition levels are high

• What is the skills base of the leaver and how did this match their role

• identify a profile of employees who stay for more than two years

From this analysis organizations can:

• Introduce career planning and coaching before a valued employee thinks of moving on

• Review values and culture of organization to improve environment

• Crank up recruitment plans when required in preparation for any seasonal factors

• Review recruitment process to ensure that the right skills base is being recruited and match to profiles of employees who are add value to the organization.

Finding the right person is less than easy and many organizations forget that the process of recruitment involves selling the organization to the prospective employee.

What benefits will the employee get from working for the organization? Surprisingly, money is actually way down the priority list for many people once they can cover what they need to live. Martin Seligman author of Authentic Happiness writes “Law is now the most highly paid profession in America, having surpassed medicine during the 1990s. Yet the major New York law firms now spend more on retention than on recruitment, as their young associates – and even partners – are leaving in droves for work that makes them happier.”

Seligman goes on to explain that people are most happy when they have a calling or vocation - something to do that provides gratification for its own sake. This gratification can come from any type of task if it is viewed as being valued by an individual or an organization. For example, answering call after call in a busy call centre may seem repetitive and valueless to an employee. If the task can be reframed to focus on the assistance and quality service which is viewed as valuable by the customer and organization, the sense of gratification will become important to the employee and thus happiness will ensue.

Julia McVey is a professional coach with many years experience working at senior management level. Her passion in life is to release the hidden potential in people. http://www.u-canlifecoaching.com

Article Source: http://EzineArticles.com/?expert=Julia_Mcvey

Management Coaching Tip - Hire Smart or Fire Dumb

By Leanne Hoagland-Smith 

People buy from people. And people will buy a lot more from other people when they receive authentic and excellent care specific to what they are buying and even more importantly what they are experiencing.

I was watching a video You Can't Send a Duck to Eagle School when once again I realized that a lot of smart business people in management roles truly do not hire smart and that results in them firing dumb.

Hire smart means that you hire for great attitudes, for respect, for the simple acts of being polite and kind. You can teach your products and services, but it is far more difficult to teach how to be nice to people. Management Coaching Tip: Find individuals with the necessary self-leadership skills.

Fire dumb means that firing people who you should not have hired in the first place is costing you a whole heck of a lot of money. You were dumb by hiring them. This stupidity is draining your various banks accounts and not just the one that holds your greenbacks. Your other bank accounts are: productivity, performance, progress, perseverance and potential. Management Coaching Tip: Your banks accounts are also your operating systems or Points of Potential.

One of my mentors, Michael Sleppin, shared this story about visiting one of his clients who was complaining about all the "numbchucks" in his organization. Michael in his very simple and direct manner asked this question: "Who hired all those numbchucks?"

Many companies go to great lengths to find the right person. Personality tests are given, background checks are undertaken and yet there is still a lot of dumb hiring going on. Part of this reason could be the fear of lawsuits and to the shortage of qualified workers.

Of course, the K-16 educational process does not help nor does the disconnect between today's parents and their children. However, organizations can still hire smart. They will need to be just a little more innovative and discerning in their hiring process.

How are your leaders doing within your organization. Get this free self leadership skills checklist.

What other strategies are you using to leverage your human capital? This free customer loyalty audit may help better understand how to cultivate loyal customers by turning them into raving fans.

Leanne Hoagland-Smith, chief customer officer with offices in Chicago & Indianapolis, helps organizations through business coaching training services to return to the purpose of business that being building ravings fans while increasing productivity and profitability. Her clients double their results in 30 to 90 days. Call 219.759.5601 to schedule a free business coaching training consultation.

Article Source: http://EzineArticles.com/?expert=Leanne_Hoagland-Smith