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| Many organizations are
realizing that, with today’s computer and communications technology, well-managed
Call Centers can generate substantial income for their operations. The Call Center
approach also ensures that you have a complete and accurate record of transactions.
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| Implementing a Call Center to
handle all of the incoming orders will ensure a consistent high quality of customer
interaction and maximum revenue per call. Trained staff will provide fast friendly
service and allow the customers to concentrate on their core business - making or
delivering service. Since typically the labor component makes up approximately
65% of a Call Center’s operating budget, it is critical that you are equipped with
the tools and knowledge to maximize this asset.
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| Otscom Call Center Professional
Services “Otscom-Job” consultants are internationally acclaimed as the experts
in Call Center start-up and ongoing performance management and are unequaled in
their ability to transfer this knowledge to your organization.
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| Our four hiring and training
centers in India, in addition to the one in Canada have supplied human resource
for the past 20 years worldwide.
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| For the startup phase of the
total solution we’re proposing will screen, test, hire and train the initial
agents and supervisors and equip them with the appropriate Call Center skills
and tools. We will deliver a ‘Call Center qualified’ staff ready to handle the
incoming business with skill an enthusiasm.
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| Since over-staffing results in
higher costs and lower productivity and under-staffing leads to lost revenue and
lower service levels it is critical that your managers are able to forecast call
volumes and optimize your resources on a predictive and real-time basis.
We will teach your managers and supervisors the concepts necessary to understand
service level management and ‘managing customer wait time’ at the lowest
possible cost. Training and software will be provided to enable them to build
call forecasts and agent schedules for your start-up phase, complete with
training for the ongoing scheduling and forecasting as your operation grows in
size and scope.
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| Our software will reduce the
administrative time that your supervisors spend on schedule preparation, giving them
more time to be proactive in coaching, training and motivating agents. They will
have more information to make decisions, ready access to data to discuss and
negotiate work schedules, and simulation tools to evaluate the impact of sudden
changes. Management of agents’ non-phone activities such as meetings and training
will be managed easily and your agents will have more definite work schedules with
fewer last minute changes. The supervisors will be able to produce ‘what if’
forecasts and long-range budgets.
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| These schedules can be sent
over internal E-Mail or the Internet and with its open architecture, our software
can interface with payroll and accounting systems and other databases such as Oracle,
SQL, etc.
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| In order to ensure maximum
productivity and quality we will work with your managers and supervisors to develop
the standards and objectives necessary to ensure that all staff understand and are
able to contribute fully to your bottom line. Your personnel will know how to
monitor, analyze and coach the agents in order to identify any skill gaps and
provide assistance to the agents in developing the required skills and knowledge.
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| We will ensure that your
agents have the necessary communication and customer service skills to complete the caller
transactions and to up-sell and cross-sell to your advantage. We’ll ensure that
they understand your ‘quality call definition’, and their individual impact on service
quality and customer wait time. Manuals for ongoing reference and certificates of
completion are also part of the solution provided.
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| Once the Call Center is
operating in good order we will continue to equip your management / supervisory team with
the skills to ensure a profitable operation. Hiring the wrong person is a costly
mistake for any company to make. Wasted management time, advertising expenses, productivity
losses and training costs usually add up to at least 1 or 1.5 times the annual salary
of the person. But in a Call Center where the quality and skills of an agent have a
direct impact on customer satisfaction and revenue, the wrong choice could cost you much
more.
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| Our Otscom-Job program, which
is based on the best practices of the human resources discipline and adapted to the
Call Center environment, will enable your managers to define new positions (such
as the outbound or service bureau agent, support staff or trainer) and hire your
own staff on a going forward basis.
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| Your staff, from the Call
Center and / or head office, will learn to develop job profiles, learn the
elements of an effective Call Center compensation plan, develop the interview and
exit interview strategies and templates and create targeted advertising.
They will be equipped to prepare your interview scripts, conduct telephone
and behavioural interviews, make an objective and clear selection, deliver the
good news as well as the bad to your candidates (in a way that will promote
your reputation as a preferred employer in the community) and execute the
orientation and training plans.
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| We will also prepare and
distribute motivational assessment questionnaires, analyze the findings and
submit a report of recommended motivational programs directly related to your
organizational goals.
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| The Otscom Call Center
Professional Services Team can design and implement many other Call Center
processes, management and technical solutions for you. We look forward to
hearing from you through our sales team.
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| Global
Call Centers Call
Center Franchise Virtual
Office Agent |
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| Training
Consulting |
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