To coach leaders in the call centre and contact centre industry in achieving substantial and sustainable change that provides outstanding customer service, increases your call centre or contact centre's productivity, reduces your staff turnover rate and boosts your business's profits without increasing your operating costs.Why?
In these times of economic upheaval and unprecedented global and financial change, the challenges facing leaders like you have never been greater. Current issues of concern in the call centre industry are:
Internal performance – managers and staff comment on the apparent conflict of interests between metrics measuring efficiency and quality. Managers are also under increasing pressure to schedule resources in a way that delivers both these things – the wider organisation wants a call centre that cuts costs but they also want high levels of customer satisfaction.
Employee engagement – there is increasing evidence that employee engagement is directly linked to improved performance and customer satisfaction. Great, but what is less clear is how to build that engagement in the first place.
Customer satisfaction – press coverage of a recent OnePoll.com report into customer satisfaction highlighted the continuing poor image of call centres. The top complaints were about automated response systems, rude staff, and being transferred from one person to another and having to repeat the complaint or enquiry.
call centre managers want to leverage the value that their operation adds to their organisation and so in the current climate of mistrust, anxiety, and uncertainty that hangs over your people as they listen to the daily diet of news and economic gloom, you need to be able to get the best from them, acknowledge and relate to their concerns, communicate key messages effectively and create an environment where collaboration, teamwork and innovation can flourish – leading to reduced operating costs but increased customer satisfaction.
You are in a competitive call centre and contact centre environment and want to have that competitive edge. By understanding the nature of customer demand you’ll be able to provide an exceptional service that’ll make a huge difference not only to your customers but to your organisation. Following the Vanguard methodology makes this safe, fast and sustainable.
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