Positive Leadership Call Center Style
March 31, 2009 by Admin
Filed under Call Center Training
We just added Module two in our series of Call Center Leadership!
Module Two is focused on Positive Leadership for call center managers. It is filed under call center training.
Positive Leadership demonstrates the difference between influence and authority, the connection between self esteem and success, helps develop motivational strategies, explains the power of positive reinforcement, and helps develop skills in dealing with change.
The objectivs of this module are simple but critical in the success of the new call center manager (leader.) By the end of this training module you’ll be able to explain the components of positive leadership, as well as, demostrate skills in exerting positive leadership.
This is a 19 page training module that will help you and your call center leaders take it to the next level. Make sure you visit our Call Center Leadership Training area to access this module.
Go Here: Call Center Leadership Training
Accomplish Your SMART Goals Online
March 30, 2009 by Admin
Filed under Best Practices
Everyone dreams and aim of conquering success. But do many take action to accomplish this dream?
With SMART goals, you can easily accomplish your goals and do it by working smart not hard.
SMART in smart goals is a word to help one remember the vital components that will motivate you or your team to achieve your personal or team goals. SMART stands for Specific, Measurable, Attainable, Realistic, and Time-bound.
SMART goals play an essential part in one’s objective either to expand business, increase sales, measure performance or simply to get in shape.
SMART goals is the first step in achieving your goals. It is always easier to create goals but achieving them isn’t. With SMART goal, everything is done objectively. It is a simply recipe of achieving success.
SMART Goals ONLINE Worksheet (and SMART Goals quick start guide)
Accomplish your SMART goals online by downloading our SMART goals pdf and using our online form to easily crank out goals for you or your team. It is the system I’ve been using, which has proven to be effective for me for years.
SMART Goals Online Worksheet
Gain access right now by accessing the links below…
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Finders, Keepers: Retaining Good Employees Long-Term
March 17, 2009 by Admin
Filed under Human resources
By Paul Spiegelman, CEO
The Beryl Companies
It’s a familiar lament that you have heard or experienced many times: Good employees are hard to find. Although there is no shortage of workers, finding employees who are dedicated to doing the best job they can—and who are in it for the long term is, at best, like finding a needle in a haystack. After 20-plus years of managing a small, niche industry call center business, I have learned some tactics that have served us well in finding “keepers” – in other words, recruiting and retaining quality employees.
These tried-and-true strategies have been honed over the years, some by design and others by sheer happenstance. Together, they have helped us to create a culture that has resulted in one of the lowest attrition rates in the call center industry. I believe they will serve you well when it comes to keeping the best employees you are lucky enough to find.
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Application or Resume Review
March 17, 2009 by Admin
Filed under Human resources
Reviewing Application or Resume
Review application materials and resume for past education, jobs, and other experiences that are most relevant to the position.
Note any questions about the information provided (or not provided) in the resume or application (e.g., gaps in employment, frequent job changes, changes in college major, etc.).
Work Experience:
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Phone Screen or Prescreen
March 17, 2009 by Admin
Filed under Human resources
Phone Screen or Prescreen
In the Call Center environment time is money. Bringing candidates into your offices for face to face interviews takes time. You will want the candidates you see to be the top of the pool. Have you ever interviewed a candidate on site, loved their skills and background, been ready to offer the position, and then found out that they can not work the schedule you need them for, or require a higher pay than you can offer!
This is a frustrating position. To resolve this frustration we recommend after the resumes and/or applications have been reviewed and screened the recruiting staff conducts phone screens with the candidates they are most interested in.
By speaking to the candidates over the phone the recruiter can gain some knowledge about their phone skills and etiquette. The phone screen also provides the candidate with information regarding the position that may not have been offered in the job posting. Asking questions related to scheduling needs and availability serves to quickly identify is the candidate and company are a match on a basic level.
If the Call Center requires full flexibility in schedule and the candidate can not accommodate these requirements there is no need to pursue a face to face interview. If the position does not pay the amount the candidate is seeking there is no need to waste either party’s time with an on site interview.
This conversation can occur when a candidate drops off their resume or application. The recruiter should review the documentation and if interested in the candidate (and time allows) ask the applicant the Phone Screen questions.
Here is a sample Pre Screen we have found successful. It is best to tailor it to the needs of the position you are hiring.
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Health and Safety
March 17, 2009 by Admin
Filed under Human resources
Health and Safety Policy Example
The following is an example of a Health and Safety Policy used in Call Centers. Clear communication of these policies may prevent major employee issues and ensure safety in the workplace.
SAFETY POLICY
Our Company takes employee safety very seriously. In order to provide a safe workplace for everyone, every employee must follow our safety rules:
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Cover Letter Tips
March 17, 2009 by Admin
Filed under Human resources
Cover Letters
Your resume is a very important component of your job search. Having a great cover letter to accompany your resume is equally as important as the resume. Admittedly not all prospective employers read cover letters but many do. Your cover letter introduces you and presells what you have to offer in your resume. Keep in mind that cover letters need to be short, concise and to the point. Cover letters are not a rewrite of your resume.
Here are some points you will want to consider:
