Explore The Customer Service World of
“You’ve been given a bag of cement and a bucket of water. You can either build a stumbling block (a concrete barrier) or a stepping stone (a bridge to wherever you want to go).”
Our Expertise
We are a group of professionals able to bring top tier excellence to your company. We can assist your operational departments to improve their operation excellence. Collectively, we have approximately over 40 years of experience in to offer your team.
Whether you need assistance with documentation, training, HR management, project planing and management, data entry, with contact centre, hiring, we’re here for you. Any kind of assistance you need, we can provide it!
Efficientcy and Effectiveness (doing things right & doing the right things) are key to maximize productivity and the organization’s potential. The skills required to transact this work are as variable as the function itself. Maximizing each component provides tremendous gains for the overall organization. Some of the most important skills are as follows:
1. Organizational abilities. Organizing and streamlining processes in an organization requires planning, documentation, and training, from concept through to completion, using complete and tested processes, process maps, multimedia rich documentation, and process flows, to build the training systems. It is imperative that the process be accurate and complete along with the process map, before the rest can be processed
2. Analytics and understanding process. Understanding the processes is key to gleaning valuable data from the analytics, It is paramount that everyone, from the CEO to the front-line worker, must intimately understand the process and its cycle. Attention to detail is helpful too to maximize the analysis.
3. Task and Process mapping and coordination. Once a task or processes are analyzed for accuracy, efficiency, and effectiveness, they should be trained to everyone so that it is understood can understand and execute properly. This aids in escalation decision-making as well as a better and clearer focus on problem-solving.
4. Communication skills. Differences in expectations between employees and management can harm a company’s productivity. If the left hand actions do not agree with the right hand, then they are working as cross purposes. Therefore, a manager needs excellent communications skills to ensure expectations are aligned between management and the front-line workers
5. Creativity. Creativity is essential to the problem-solving process, especially when things are not going in the right direction. Imagination and ingenuity are beneficial in finding ways to improve performance or increase satisfaction.
6. Tech savviness. Operations are becoming progressively more technology-dependent and therefore having an affinity for technology. This is a skill that managers cannot overlook. It has become essential for managers to technically savvy with common technologies used in their industries.
7.The proper tools. Having the right tools to do the job makes all the difference in the world. Giving the front-line workers a “bag of tricks” with tools they can use to satisfy customer with, minimized escalations and improves customer’s satisfaction immensely.
8.Contact Centre Operations. Proper training your staff is not just technical or product training (hard skills). Your contact centre staff has to be trained in Customer Support skills, Sales / Up-sale, phone email and social media etiquette, and communication skills (soft skills) as well. All too often it is assumed that a front-line workers automatically have these skills and will use them. You know what they say when you assume …? Training both the hard and the soft skills are mandatory. For most companies, success comes from the front-line efforts, Not training, and equipping then properly, is like having an army that has to rely on stick and stones!