A Plan For Staff Retention Through Better Hire Decisions
July 31, 2010 by Gail
Filed under Employee retention, Human resources
A Plan For Staff Retention Through Better Hire Decisions
By Larry Wenger
As the general economy shows some signs of improving, everyone is interested in what they can do to retain qualified and dedicated staff. It is not an unwarranted interest since some job markets are beginning to open up a little and even though your workforce may have been relatively stable for the last several years that does not mean that employees are now happy and immune to attractive job offers from competitors.
For the last five years we have been involved with helping front line supervisors understand what their leadership responsibilities really are. We started doing this because we were convinced that poor supervision was the cause of a lot of staff turnover at the entry level.
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Human Resources – How To Deal With Misconduct
July 31, 2010 by Gail
Filed under Employee retention, Human resources
Human Resources – How To Deal With Misconduct
By Patricia Muldoon
An important role of the manager is to discipline their staff. Disciplining can relate to performance related tasks or it can relate to the more serious issue of misconduct. Misconduct is considered to be a more serious matter and needs to be treated differently compared to performance issues.
When misconduct occurs it means that there is a problem with the employee’s attitude and behaviour towards their job. Misconduct can be put into two categories. The first one is serious misconduct and this can be for example, a member of staff who consistently comes in late for work in the morning. The other category is gross misconduct. This is more serious and if not resolved this situation can lead to the employee being dismissed. Gross misconduct can involve verbal abuse, stealing and even violence.
When it comes to misconduct the consequences can be swift and severe. It is important that it is made clear that this sort of behaviour will not be tolerated. Every organisation should have a disciplinary procedure. Each organisations procedure can have different levels of warnings before a dismissal is given. At a minimum there should be at least two warnings before an employee is dismissed when there has been no improvement in their behaviour. However, if the case is a gross misconduct issue then, dismissal may have to be the immediate result.
The process of a disciplinary procedure uses an incremental approach with each warning more serious than the one before it.
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How Effective Leaders Use Positive Reinforcement For the Greatest Effect
July 28, 2010 by Gail
Filed under Call Center Manager, Employee Motivation
How Effective Leaders Use Positive Reinforcement For the Greatest Effect
By Peter L Mitchell
There has been a lot of research over the years to try and discover why some leaders are more effective than others. Unfortunately, the major part has been based on what leaders say they do rather than actually what they do.. One researcher who has devoted their time to what leaders actually do, is Dr. J Komaki.
Call Centers – Cutting Waste
July 28, 2010 by Gail
Filed under Six Sigma, call center
Call Centers – Cutting Waste
Call centers entail planning, staff scheduling, after call processing and reporting functions along with the major function of handling calls. But the major function of handling calls that many would argue couldn’t be standardized can be improved to ensure that no defects exist.
It may be inbound or the outbound calls – but any Six Sigma initiative to improve the process can mean a lot of improvement in customer satisfaction levels.
Typical Waste in a Call Center
We Waste Too Much Money on Ineffective Training Courses
July 27, 2010 by Gail
Filed under Call Center Training
We Waste Too Much Money on Ineffective Training Courses
By Peter L Mitchell
There are many aspects of training that can only be effectively carried out on the job. Yet when you look around, you will find hundreds of thousands of training courses and training programs that attempt to train people in skills that involve other people without the other people. See how many training courses you can find on customer service. On Google there are 114 million entries.
Maximizing Call Center Resource Utilization With Six Sigma
July 26, 2010 by Gail
Filed under Six Sigma, call center
Maximizing Call Center Resource Utilization With Six Sigma
By Tony Jacowski
In the last few years, Six Sigma has achieved many new milestones, the most recent being its induction in the dynamic and fast-changing world of business process outsourcing. Six Sigma implementations in call centers and contact centers may be a relatively new phenomenon, but due to its unparalleled success, this trend is fast catching on and in the coming years, is expected to outdo conventional domains such as manufacturing.
How Does Six Sigma Help Call Centers?
Trusted and Tried Tips to Reduce the Costs of Call Centers
July 26, 2010 by Gail
Filed under Best Practices, call center
Trusted and Tried Tips to Reduce the Costs of Call Centers
Call center managers have wrecked their brains to save the money that kept draining out of the process. For them, it is an unending proposition that kept challenging them at every schedule and in each process.
However, in this write-up and with the help of experience and expertise gained over the years, let me try to sum up some of the points that can not only save the money that had been dripping down but transform the whole process also.
The cost-reducing steps for BPOs are:
The Need for Call Center Services, Training and Tools
July 25, 2010 by Gail
Filed under Call Center Training, call center
The Need for Call Center Services, Training and Tools
By Kathy John
While service industry is booming, call center services and training has become very important. A call center is but a telephone-receiving station that serves as customer a voice-based customer support center for various clients. It is a toll-free line that responds to the customer calls and delivers them relevant information. The customer need not have to do the legwork or undergo the tedious process. The call center executive locates the right person, passes customer queries, and keeps the orders/complaints.
Being a Call Center Employee
July 25, 2010 by Gail
Filed under Call Center Jobs, call center
Being a Call Center Employee
Customer service is not that easy as it may sound. In fact, it entails the willingness and strengths to carry out more than what is estimated. There is one thing which needs to be sorted out when it comes to deliver quality customer care service.
Be it inbound customer service or outbound customer service, it will always be the quality of service offered by the person who is delivering it. Yes, it is the call center representative and his or her quality service that stands to be significant in a BPO industry.
How to Deal With Defiant Employees
July 24, 2010 by Gail
Filed under Employee Coaching and Development, Human resources
How to Deal With Defiant Employees
By Yong May Ken
As a management team, do you have problem dealing with defiant employees? This type of incidents have to be handled immediately, tactfully and professionally. Any delay will encourage other employees in the organisation to follow suit. Inappropriate handling will lead to chaos in the workplace, losing your reputation, credibility and ability to manage your workers in the long run.
Below I will like to share with you best approaches to tackle such situation.
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