When I raised this subject with some of my contact centre management colleagues and clients I was surprised at the depth of feeling there was. Both positive and negative.
It seems that when e-learning was but a twinkle in the eye of many, a number of “e-learning companies” tried to get ahead of the game and essentially just developed an online PowerPoint display, loaded it and called it e-learning. People got sucked into paying too much for what they got and that has left a sour taste in their mouth.
When e-learning is developed properly, utilising an interactive style and using adult learning methodologies it can be extremely useful. I don’t want to go into all the potential applications for e-learning use, but what has surprised me is the lack of use e-learning is getting within contact centres.
While I agree that there needs to be a mixture of learning methods including one on one, classroom and independent, it seems to me that e-learning has a place in contact centre training. It is perfect for self-paced learning and gives an agent the ability to log on during quieter times to brush up on their soft skills.
CallCentre people has researched what contact centres want from e-learning and partnered with The Learning Wave, a specialist training company and Litmos, an online learning management system, to develop a series of modules designed for contact centres with material sourced specifically for contact centre staff. The examples used are all relevant to contact centres so this training is ideal for an existing contact centre agent to brush up on their soft skills or for someone wanting to gain employment in a contact centre role and gain the necessary skills to ensure they stand out in a crowd.
Why not check out the first two modules at http://www.callcentrepeople.co.nz/ or go directly to the course description:
Module 1 - Dealing with difficult customers
http://callcentrepeople.litmos.com/register.aspx?c=xb4tjaJdHEo_
Module 2 - Tone of Voice is key to your success
http://callcentrepeople.litmos.com/register.aspx?c=EGHUFuUZdMA_
Friday, November 27, 2009
Tuesday, November 17, 2009
How to deal with difficult customers
Dealing with difficult customers is a part of every contact centre agents day. Difficult customers can be defined by their tone, their language or the problem.
What has surprised us through our research is the lack of training agents and team leaders receive on how to deal with difficult customers to ensure there is a satisfactory resolution for all parties involved.
The cost to a business in unresolved customer disputes can be huge. We have all heard the "multiply it by 11" scenario. Those of us in business just can't afford to get a bad reputation, especially when the solution is tangible. Just what are your agents telling your customers and how do they placate a customer or prospect without giving away hard earned company revenue.
Some might say the answer is just plain common sense and in some cases they would be right. But aren't most things common sense? If that was true then a lot of training companies would go out of business. Sales Managers wouldn't have a job, there would be no need for coaching, mentoring and who would need the reports based on productivity - surely then it isn't just common sense.
E-learning is the perfect platform to deliver soft-skill training within contact centres and one of many modules to be developed by CallCentre People is "Dealing with difficult customers". This was selected by numerous callcentres in a recent poll taken by CallCentre People Ltd as an essential skill needed by agents and team leaders that could potentially save the company thousands of dollars.
I'm sure you are providing training to your agents on how to work the CRM Systems and product information but are you equipping them with all the skills and information to truly represent your company professionally. Do you provide this type of training in an agents first week or two of working with you and then never again. This e-learning module can be used as a total training solution for this subject or as a refresher for existing agents.
Check it out at www.callcentrepeople.co.nz and select the e-learning page for more information. If you like what you see why not register for the training, or if you would like to set up training for more than 5 agents in your organisation please contact CallCentre People who can set up group pricing and invoicing for you.
What has surprised us through our research is the lack of training agents and team leaders receive on how to deal with difficult customers to ensure there is a satisfactory resolution for all parties involved.
The cost to a business in unresolved customer disputes can be huge. We have all heard the "multiply it by 11" scenario. Those of us in business just can't afford to get a bad reputation, especially when the solution is tangible. Just what are your agents telling your customers and how do they placate a customer or prospect without giving away hard earned company revenue.
Some might say the answer is just plain common sense and in some cases they would be right. But aren't most things common sense? If that was true then a lot of training companies would go out of business. Sales Managers wouldn't have a job, there would be no need for coaching, mentoring and who would need the reports based on productivity - surely then it isn't just common sense.
E-learning is the perfect platform to deliver soft-skill training within contact centres and one of many modules to be developed by CallCentre People is "Dealing with difficult customers". This was selected by numerous callcentres in a recent poll taken by CallCentre People Ltd as an essential skill needed by agents and team leaders that could potentially save the company thousands of dollars.
I'm sure you are providing training to your agents on how to work the CRM Systems and product information but are you equipping them with all the skills and information to truly represent your company professionally. Do you provide this type of training in an agents first week or two of working with you and then never again. This e-learning module can be used as a total training solution for this subject or as a refresher for existing agents.
Check it out at www.callcentrepeople.co.nz and select the e-learning page for more information. If you like what you see why not register for the training, or if you would like to set up training for more than 5 agents in your organisation please contact CallCentre People who can set up group pricing and invoicing for you.
Friday, November 6, 2009
Are you projecting the image you want in the market?
Wow, what a change in the past 12 months it has been. The number of job orders has definitely decreased - that's no secret, with the number of candidates continuing to rise.
Receiving large numbers of applications isn't something new. For some of us that have been around the block a few times we remember having candidates coming out our ears with few places to refer them to only a matter of a few years ago.
Everything is cyclical, the housing market takes a crash about every 7 years, the share market about every 10 years and so on and so on, if you think our current times are unusual you only have to go back in the history books to realise they are not.
The large number of candidates coming in the door has led me to wonder how other recruitment companies are handling them. Are they treating their candidates with the care they did when candidates were hard to come by, or have they forgotten the past 5ish years and are treating them as just a number. It's not easy if you don't have the systems and processes in place, but our industry is all about people, so if you don't have the systems in place, you better get them because you are losing business.
Put yourself in your candidates position, if you sent away your resume for a job you thought you were suitable for and never heard back, wouldn't that leave a sour taste in your mouth. How many times do you give a candidate a time frame i.e we will be in contact within a week, and two weeks go by without contact?
Today's candidate could be tomorrows clients and we should all be treating people with the respect they deserve. Why not go the extra mile by offering them some advise, tell them the truth and recommend improvements to help them in their job search. People do business with people and they are more likely to spread positive comments to their friends, colleagues or even when they do secure a role they may mention to their manager the good experience they had dealing with you.
Your reputation is only as good as the last person you dealt with.
for more information about callcentre people, please visit www.callcentrepeople.co.nz
Receiving large numbers of applications isn't something new. For some of us that have been around the block a few times we remember having candidates coming out our ears with few places to refer them to only a matter of a few years ago.
Everything is cyclical, the housing market takes a crash about every 7 years, the share market about every 10 years and so on and so on, if you think our current times are unusual you only have to go back in the history books to realise they are not.
The large number of candidates coming in the door has led me to wonder how other recruitment companies are handling them. Are they treating their candidates with the care they did when candidates were hard to come by, or have they forgotten the past 5ish years and are treating them as just a number. It's not easy if you don't have the systems and processes in place, but our industry is all about people, so if you don't have the systems in place, you better get them because you are losing business.
Put yourself in your candidates position, if you sent away your resume for a job you thought you were suitable for and never heard back, wouldn't that leave a sour taste in your mouth. How many times do you give a candidate a time frame i.e we will be in contact within a week, and two weeks go by without contact?
Today's candidate could be tomorrows clients and we should all be treating people with the respect they deserve. Why not go the extra mile by offering them some advise, tell them the truth and recommend improvements to help them in their job search. People do business with people and they are more likely to spread positive comments to their friends, colleagues or even when they do secure a role they may mention to their manager the good experience they had dealing with you.
Your reputation is only as good as the last person you dealt with.
for more information about callcentre people, please visit www.callcentrepeople.co.nz
Friday, September 11, 2009
Here is what job applicants are saying:
Some recent survey results don't surprise us. Here is what candidates are saying:
In a recent NZ survey, only 5% of candidates reported having an excellent recruitment experience and 80% of candidates have an average to poor recruitment experience.. this is obviously extremely disappointing for our industry and something that we here at Call Centre people are determined to change. We believe in treating people fairly. Ensuring that we feedback constructively and honestly and project an attitude that we do care and are working our best to assist ALL our candidates, that's probably why we came runners up in the Seek Annual Recruitment awards for 2008.
In that sames survey it was shown that 90%of staff make the decision to stay with their employer long-term within the first 6 months. Based on this, how important is the full on boarding process. At CallCentre People we work with our client companies to help them get it right. How much time have you put into your new employees making them feel welcome, training them, offering development and generally sticking to what you have agreed to through the interview process.
(Sources: OCG Candidate Survey 2009 and HRX)
In a recent NZ survey, only 5% of candidates reported having an excellent recruitment experience and 80% of candidates have an average to poor recruitment experience.. this is obviously extremely disappointing for our industry and something that we here at Call Centre people are determined to change. We believe in treating people fairly. Ensuring that we feedback constructively and honestly and project an attitude that we do care and are working our best to assist ALL our candidates, that's probably why we came runners up in the Seek Annual Recruitment awards for 2008.
In that sames survey it was shown that 90%of staff make the decision to stay with their employer long-term within the first 6 months. Based on this, how important is the full on boarding process. At CallCentre People we work with our client companies to help them get it right. How much time have you put into your new employees making them feel welcome, training them, offering development and generally sticking to what you have agreed to through the interview process.
(Sources: OCG Candidate Survey 2009 and HRX)
Monday, August 31, 2009
9 TIPS TO HELP YOU STAY MOTIVATED WHEN SEARCHING FOR A JOB
If you have been unemployed for a while, or have been searching for a new role for some time it is quite natural to get deflated and perhaps feel that you have lost your "mojo".
You are not alone in this. Recruiters are often told by candidates that they "just need a job" offering to "do any role" and that sound of desperation makes recruiters nervous. Although it's natural to feel like this or feel that you are in a rut, it is important to keep picking yourself up and keep going. ALTHOUGH, in saying that, there is a couple of sayings that come to mind:
"if you keep doing the same thing, you will get the same result". Another is:
"the sign of insanity is to keep doing the same thing and expect a different result".
I'm not sure where these sayings came from, but there is an element of truth to them both.
You are not alone in this. Recruiters are often told by candidates that they "just need a job" offering to "do any role" and that sound of desperation makes recruiters nervous. Although it's natural to feel like this or feel that you are in a rut, it is important to keep picking yourself up and keep going. ALTHOUGH, in saying that, there is a couple of sayings that come to mind:
"if you keep doing the same thing, you will get the same result". Another is:
"the sign of insanity is to keep doing the same thing and expect a different result".
I'm not sure where these sayings came from, but there is an element of truth to them both.
- With this in mind there are things you can to do differently.
- Project a positive image of yourself to others
- Look at doing some volunteer work to keep you active and to meet new people
- Network at every opportunity, let people know you are looking and for what
- Look at part-time or contract roles – these can often lead to other things and if not,
at least it is an income and can help give you a sense of purpose - Check your CV, asking for assistance to ensure you are presenting yourself in the best light
- Revisit what you are applying for, and try to become very focused on the role you desire
rather than taking a "blanket" approach - Ask yourself honestly "Do I need to re-train to secure the role you want"?
- Approach companies that are not necessarily advertising but are in the industry you wish to be in. Ring and get the name of the person who is responsible for the area you wish to work.
- Send a letter of introduction to that person marking it private and confidential, that way you avoid the gatekeepers and are targeting your search to the right people.
Tuesday, August 4, 2009
Job seekers beware of Twitter, Facebook and networking sites
I don't admit to being the most technically savvy person around, so if I can navigate myself around the likes of Facebook, Bebo and Twitter then so can many other recruiting managers.
If you are looking for work, going through job interviews, testing etc then one thing you probably haven't considered is what is currently "online" about you. Have you checked? Try putting your name into Google. If you haven't checked I can assure you a savvy recruiter or hiring manager will have.
Facebook, Bebo, Twitter, blog sites etc all carry information about you and from what I can see, it's not always complementary. Once this information is online, you can't hide it, and what is even more disconcerting is that the information doesn't have to be true.
There is very little you can do to get the information removed once it is in the public domain. If you find there is information posted that is incorrect you can attempt to contact the source or author to get it amended, or you can publish your response.
A hiring manager needs to remember that the information is not always correct and to view it with caution. However, if you have posted information about your activities that leave nothing to the imagination or use language that is unprofessional, then be it on your own head. What is online about you assists to define you. Each and every time you post something on the net, I can't stress highly enough to you to THINK first.
You may not be looking for a new job right at this moment, but I can assure you, at some time in the near future you will be. Ask yourself the following question prior to putting anything online: "Is this something I would want a prospective employer to see"?
If you are looking for work, going through job interviews, testing etc then one thing you probably haven't considered is what is currently "online" about you. Have you checked? Try putting your name into Google. If you haven't checked I can assure you a savvy recruiter or hiring manager will have.
Facebook, Bebo, Twitter, blog sites etc all carry information about you and from what I can see, it's not always complementary. Once this information is online, you can't hide it, and what is even more disconcerting is that the information doesn't have to be true.
There is very little you can do to get the information removed once it is in the public domain. If you find there is information posted that is incorrect you can attempt to contact the source or author to get it amended, or you can publish your response.
A hiring manager needs to remember that the information is not always correct and to view it with caution. However, if you have posted information about your activities that leave nothing to the imagination or use language that is unprofessional, then be it on your own head. What is online about you assists to define you. Each and every time you post something on the net, I can't stress highly enough to you to THINK first.
You may not be looking for a new job right at this moment, but I can assure you, at some time in the near future you will be. Ask yourself the following question prior to putting anything online: "Is this something I would want a prospective employer to see"?
Wednesday, July 15, 2009
What makes a great Telephone Sales person
What makes a great Telephone Sales person
In our experience there are 3 essential skills to look for when employing telephone sales people
In our experience there are 3 essential skills to look for when employing telephone sales people
- Drive/Motivation - It is essential that you look for people with high levels of drive and motivation. This is going to ensure they come to work everyday. These people want to succeed and do well in the company. They usually have a healthy level of competitiveness with it. In the past recruiters have mistaken this skill as someone who has focus and tunnel vision, but we find that Drive and Motivation are not as narrow and people that have tunnel vision do not necessarily have the personality to truly inspire people to purchase.
- Assertiveness - this doesn't mean bolshy or pushy. A good definition of assertive that describes what you are looking for is: Asking for what one wants or acting to get what one wants in a way that respects the rights and feelings of other people. Someone can still be quiet in nature but still act with assertiveness.
- Resilience - This one is big. The ability to deal with all the NOs and keep that smile in your voice and keep calling. Lets face it, telephone sales is not an easy job. You get abused, you get hang ups and often see the worse side of human nature. On the up side, you get to speak with some very interesting people, who treat you with respect and it really is a great grounding. Its not just about objection handling, its about picking yourself up and having the strength to keep going.
Wednesday, July 8, 2009
What are you doing to ensure your callcentre delivers during flu season?
How are you dealing with sickness in your callcentre? A number of our clients have asked us how other callcentres are coping with this issue in the past few weeks.
Wintertime is upon us and it is always a challenging time for callcentres to maintain an appropriate level of staffing to ensure their grade of service is met or their sales conversions are met.
Flu and viruses love the callcentre environment and it's often a fine line between encouraging staff to come in when they are not well especially when you are already short-staffed and under pressure or whether you bite the bullet and encourage them to stay at home.
The callcentres that are dealing with this issue well seem to be taking a proactive approach. They know flu season is upon them and they have cross trained staff in preparation. They have kept these staff updated and their training recent by giving them a shift a week in the callcentre, or they have transferred staff from outbound to inbound etc for short periods.
Obviously they have encouraged staff to have the flu injection and even paid for it, and they do not encourage people to come in when they are sick and if the sick employee does come in they are quick to send them home.
To ensure they have more staffing options some of our clients have temporary staff "oncall" who have been trained and can come in with a few hours notice. This may be staff from an agency like CallCentre People Ltd or it might be staff who are on maternity leave or staff who have recently left the company to study etc.
What are you doing to ensure your callcentre delivers during flu season? If you would like to discuss some of the challenges you are facing in your callcentre please feel free to give us a call, check out our website at www.callcentrepeople.co.nz or email us at callus@callcentrepeople.co.nz
Wintertime is upon us and it is always a challenging time for callcentres to maintain an appropriate level of staffing to ensure their grade of service is met or their sales conversions are met.
Flu and viruses love the callcentre environment and it's often a fine line between encouraging staff to come in when they are not well especially when you are already short-staffed and under pressure or whether you bite the bullet and encourage them to stay at home.
The callcentres that are dealing with this issue well seem to be taking a proactive approach. They know flu season is upon them and they have cross trained staff in preparation. They have kept these staff updated and their training recent by giving them a shift a week in the callcentre, or they have transferred staff from outbound to inbound etc for short periods.
Obviously they have encouraged staff to have the flu injection and even paid for it, and they do not encourage people to come in when they are sick and if the sick employee does come in they are quick to send them home.
To ensure they have more staffing options some of our clients have temporary staff "oncall" who have been trained and can come in with a few hours notice. This may be staff from an agency like CallCentre People Ltd or it might be staff who are on maternity leave or staff who have recently left the company to study etc.
What are you doing to ensure your callcentre delivers during flu season? If you would like to discuss some of the challenges you are facing in your callcentre please feel free to give us a call, check out our website at www.callcentrepeople.co.nz or email us at callus@callcentrepeople.co.nz
Tuesday, June 16, 2009
11 mistakes most commonly made by job seekers
We here at CallCentre People often see job seekers making the following mistakes when searching for a new role:
Turn your job search into a positive experience by taking some time to think about what you want and why and then learn from each step. Look at yourself as a potential employer will. Make use of interview training tips and get your CV in order. A good way to start is to undertake a quick and easy online training programme called "turn your CV into a winning sales tool" which you can download from http://www.callcentrepeople.co.nz/
- Thinking "something will come along". As a general rule, good things don't just happen, successful people make them happen. Put in some effort, the harder your work the sooner your job search will end.
- Bad attitude. Interviewing while still angry at your previous employer or demonstrating a negative attitude towards your job search will not help you make a good impression.
- Relying on someone else to find you a job. This includes recruiters, partners, family etc. Remember the quote - "If it's to be, it's up to me".
- Taking rejection personally, instead of using it as a learning exercise for self improvement.
- Shooting too high. Be realistic about the level of the role your skills and background will suit.
- Acting desperate. you may well be, just don't let people see it. Telling a recruiter or prospective employer "frankly I'm desperate, I just need the work" doesn't help your cause. They want someone who wants to be there not just because they need a job.
- Looking for just a job, instead of a career. This implies you will not stay long and will move from job to job searching for something that not even you know what it is.
- Launching into a job search before you know who you are and what you want to do. This fits back into points 6 and 7.
- Hard selling - coming on too strong and pushing people away
- Not getting feedback during or after an interview - so no opportunity sought to improve
- Lack of peperation for an interview.
Turn your job search into a positive experience by taking some time to think about what you want and why and then learn from each step. Look at yourself as a potential employer will. Make use of interview training tips and get your CV in order. A good way to start is to undertake a quick and easy online training programme called "turn your CV into a winning sales tool" which you can download from http://www.callcentrepeople.co.nz/
Tuesday, June 2, 2009
9 day working fortnight update
The following is an exert from the NZ Herald on the 9 day working fortnight written by Simon Collins - 4:00AM Wednesday May 27, 2009
"The Ministry of Social Development said that as of May 15, seven firms had signed up to the summit's flagship programme - the "nine-day fortnight" scheme. It pays employers $12.50 an hour for five hours a fortnight for up to 10 times the number of workers they would otherwise have made redundant, on condition that they don't lay off any of the workers in the scheme for six months.
The ministry is paying the subsidy for 758 workers to save 143 jobs at the seven businesses.
Fisher and Paykel Appliances in Auckland and Summit Wool Spinners in Oamaru are still the only two firms that have signed up publicly, and Fairfax Magazines has publicly invited its staff to join the scheme".
We here at CallCentre People Ltd would love to hear your comments on the 9 day working fortnight option. Is this something you would take up given the opportunity? Is this an option for your business?
"The Ministry of Social Development said that as of May 15, seven firms had signed up to the summit's flagship programme - the "nine-day fortnight" scheme. It pays employers $12.50 an hour for five hours a fortnight for up to 10 times the number of workers they would otherwise have made redundant, on condition that they don't lay off any of the workers in the scheme for six months.
The ministry is paying the subsidy for 758 workers to save 143 jobs at the seven businesses.
Fisher and Paykel Appliances in Auckland and Summit Wool Spinners in Oamaru are still the only two firms that have signed up publicly, and Fairfax Magazines has publicly invited its staff to join the scheme".
We here at CallCentre People Ltd would love to hear your comments on the 9 day working fortnight option. Is this something you would take up given the opportunity? Is this an option for your business?
Monday, May 25, 2009
Our new website
CallCentre People is delighted to announce the launch of it's new website. The address of www.callcentrepeople.co.nz remains the same; however that is where the similarity ends.
The goal of the website is to ensure it meets the needs of the callcentre industry searching for appropriate staffing solutions.
CallCentre People is all about matching the right person to the right company at the right time. They are specialists within the CallCentre industry and their consultants know first hand what is required to be a good match to CallCentre positions. We look for ways to add value to our candidates, our clients and our industry.
The new look website is a reflection of the above. Its fresh, easily navigated, has an improved job search facility, links for candidates to complete their online testing and includes their online training courses that are getting great results.
Why not log onto www.callcentrepeople.co.nz and mark it down as a favourite. The site will be updated regularly with news about the CallCentre industry, business and employment and we intend to offer information to those just entering the CallCentre industry through relevant articles and training.
The goal of the website is to ensure it meets the needs of the callcentre industry searching for appropriate staffing solutions.
CallCentre People is all about matching the right person to the right company at the right time. They are specialists within the CallCentre industry and their consultants know first hand what is required to be a good match to CallCentre positions. We look for ways to add value to our candidates, our clients and our industry.
The new look website is a reflection of the above. Its fresh, easily navigated, has an improved job search facility, links for candidates to complete their online testing and includes their online training courses that are getting great results.
Why not log onto www.callcentrepeople.co.nz and mark it down as a favourite. The site will be updated regularly with news about the CallCentre industry, business and employment and we intend to offer information to those just entering the CallCentre industry through relevant articles and training.
Monday, May 18, 2009
What employment option is right for your business?
New Zealand is made up of predominately small businesses with fewer than 20 employees and often there are only the directors / owners working in the business. Small businesses are often hesitant to hire new staff, sometimes due to the ongoing financial commitment and sometimes it’s due to the legal issues that can arise from hiring staff. Seasonality of a business can influence employment options or it could come down to a space issue if they are working from home. Some business owners find the whole recruitment and selection process quite daunting.
The “jack of all trades, master of none” is very prevalent in small business but it isn’t always the best way forward.
The above are all good reasons not to hire staff. We are in particularly challenging times, so what better time than now to consider your options. If permanent staffing isn’t the right answer for your business, have you considered getting a temporary worker or contractor? It really is very simple. A quick call to an agency like CallCentre People could be all it takes.
Professional recruiters like those employed by CallCentre People will take the details of the business, the industry and what you need. They will often provide you with alternative ideas you may not have even considered. A good recruitment consultant should provide you not just with someone who can do the job, but someone who will potentially add value to your business longer term.
If you are uncertain about just what you need, why not pick up the phone and have a conversation with a recruitment consultant, you never know unless you ask.
CallCentre People Ltd
The “jack of all trades, master of none” is very prevalent in small business but it isn’t always the best way forward.
The above are all good reasons not to hire staff. We are in particularly challenging times, so what better time than now to consider your options. If permanent staffing isn’t the right answer for your business, have you considered getting a temporary worker or contractor? It really is very simple. A quick call to an agency like CallCentre People could be all it takes.
Professional recruiters like those employed by CallCentre People will take the details of the business, the industry and what you need. They will often provide you with alternative ideas you may not have even considered. A good recruitment consultant should provide you not just with someone who can do the job, but someone who will potentially add value to your business longer term.
If you are uncertain about just what you need, why not pick up the phone and have a conversation with a recruitment consultant, you never know unless you ask.
CallCentre People Ltd
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