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Casual Articles - Do Not Confuse Your Team by Giving Different Signals
The major reason of employee privacy becoming a divisive question in Human Resource Management in digital era of the 21st century is largely because of simplicity and convenience of various monitoring methods tracking email, telephone, voice mail communication of employees. Presently there are mor
If you want to control everything you will focus on the way it is done. This is however very difficult. Your (personal) approach may not always coincide with the agents preferences. Besides it is very difficult to manage (to control). You should constantly be present, take random tests, etc (managing by
What is CRM? CRM, or Customer Relationship Management, can be defined as a software program, business strategy, or internet system that helps a business manage and organize its customer database. This includes contacting customers more efficiently, keeping leads hot, aiding in workplace effec
Th? Client Relationship Management approach would focus on the contact with the client. Contact in the sense that the agents should wait for the client to show attention (and maybe interest). If you go directly to the point (the features of the product) you might loose the prospect in the beginning of the call.
Some call center agents will focus (by nature and experience) more on this first phase of the call. Trying to establish a real contact. Yet this takes time and it is not always possible. If you manage this process by focusing on the numbers of calls to make, you might make it impossible for experiences agents to establish such a contact. You pressure them too much which could be ineffective.
You could also choose to focus on the results only. For example that at the end of each week there should be a certain number of contracts.
If you want to control everything you will focus on the way it is done. This is however very difficult. Your (personal) approach may not always coincide with the agents preferences. Besides it is very difficult to manage (to control). You should constantly be present, take random tests, etc (managing by w
After presenting The WOW! Awards I always hope that the service standards will be maintained. I want other people to experience exactly the same great service that I’ve seen.Last week I had the privilege to visit a past winner. The business is called Harris Lipman and they’re based in Whe
Th? Client Relationship Management approach would focus on the contact with the client. Contact in the sense that the agents should wait for the client to show attention (and maybe interest). If you go directly to the point (the features of the product) you might loose the prospect in the beginning of the call.
Some call center agents will focus (by nature and experience) more on this first phase of the call. Trying to establish a real contact. Yet this takes time and it is not always possible. If you manage this process by focusing on the numbers of calls to make, you might make it impossible for experiences agents to establish such a contact. You pressure them too much which could be ineffective.
You could also choose to focus on the results only. For example that at the end of each week there should be a certain number of contracts.
If you want to control everything you will focus on the way it is done. This is however very difficult. Your (personal) approach may not always coincide with the agents preferences. Besides it is very difficult to manage (to control). You should constantly be present, take random tests, etc (managing by
Many companies reward their customers with a system for accumulating points with each purchase. These points are redeemable for free products or services in the future.Fly enough on the same airline and you get a free ticket. Stay enough nights with the same hotel and you can enjoy free wee
Some call center agents will focus (by nature and experience) more on this first phase of the call. Trying to establish a real contact. Yet this takes time and it is not always possible. If you manage this process by focusing on the numbers of calls to make, you might make it impossible for experiences agents to establish such a contact. You pressure them too much which could be ineffective.
You could also choose to focus on the results only. For example that at the end of each week there should be a certain number of contracts.
If you want to control everything you will focus on the way it is done. This is however very difficult. Your (personal) approach may not always coincide with the agents preferences. Besides it is very difficult to manage (to control). You should constantly be present, take random tests, etc (managing by
So many groups in our community like to do carwash fundraisers. In fact you can find carwash fundraisers on a sunny Saturday in almost any city in the United States. Unfortunately, what we do not see a lot of is post cleanup after the car wash fundraiser events. Having been the carwash industry
You could also choose to focus on the results only. For example that at the end of each week there should be a certain number of contracts.
If you want to control everything you will focus on the way it is done. This is however very difficult. Your (personal) approach may not always coincide with the agents preferences. Besides it is very difficult to manage (to control). You should constantly be present, take random tests, etc (managing by
I talked recently with a fellow who has a staff of eighty-five people. They’re not his sales team. He wants to increase his sales, and I suggested he consider turning these employees into salespeople. “But that’s not their job!” he protested. Exactly. And that’s why most business owners overlook t
If you want to control everything you will focus on the way it is done. This is however very difficult. Your (personal) approach may not always coincide with the agents preferences. Besides it is very difficult to manage (to control). You should constantly be present, take random tests, etc (managing by walking around). To have the agents focusing on the results is easier to manage. You can set the targets, either to the number of calls made or to the number of contracts to make.
Combining both approaches will confuse the agent. In this approach you will set concrete targets, but you will also inform the agent how to reach these targets. This will not do because you will give them different signals. One signal is saying “Concentrate on the quality of the contact” the other signal hints “hurry because you have a target to reach.”
Management is not difficult, as long as you stick to your rules.
© 2005 Hans Bool
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