Tags |
|
|
Links |
|
|
Suggest You - Case Study - Listening to Employee Needs
Service contracts are key for the busy computer consultant. They will help you to manage your time when you have many clients all needing service at once. By setting up computer service contracts you will be able to maximize your utilization rate while still having enough time to deal with client emergencies when they crop up.When you have a bunch of clients who all have an emergency of some sort you can't be everywhere at once. To deal with this you need to narrow down the list of who you are obligated to respond to emergencies for. You do this by creating computer service contracts.A service contract business model is so i
"The interview proce
As a travel agent marketer, or a hotel promotion, all you need in a good marketing tool is a cheap cost and high effect, contribute to the brand building and create a good relation with your visitors.These things can be obtained when you use postcard to market your services in the local community. And here are the reasons:1) Postcard marketing is a low cost marketing tool but high visible.Postcard marketing is very affordable. Postcard cost less than 2 cent each to produce I you print them using your own computer or have them printed professionally for about 7 or 8 cents each.You can print 4x6 inch postcard on you
Call centers, it should be noted, have a reputation for high turnover. And, unfortunately, the reputation is not unfounded. A new study by Cornell University finds that U.S. call center turnover rates range from 25 to 50 percent. That means a lot of people coming through the door to take the seat of outgoing call center employees.
At Headsets.com, that revolving door has a jam in it. Mike Faith, the president, CEO and founder of the company, instituted a system where prospective candidates – for the call center, shipping department or any area – are interviewed at least seven or eight times before they're hired. What's more, some of these interviews are with the company's voice coach and psychologist.
"Each employee is really a key hire for us," Faith says. He isn't kidding. Many employees have started their tenure with the company in the call center and explored growth opportunities that have arisen as the business has grown. Two such employees are Rick Mills, who was a customer service phone rep in 2002 and is now CFO, and Courtney Wight, who also started as a phone rep a year and a half ago and is now customer service manager.
"The interview proces
I was watching an episode of Grey's Anatomy the other night and one of the characters had received a check from a patient that had died. The amount of the check was $8,700,000. Throughout the entire show her roommates kept encouraging her to deposit the check but she kept procrastinating taking it to the bank. Although she kept telling people she was now a millionaire, she was not. Being a millionaire was certainly within her reach, but she just never could take the final step necessary to make it real. When the show ended, she placed the check on a bulletin board and left it there. Her millions, though only a trip to the bank away, we
Call centers, it should be noted, have a reputation for high turnover. And, unfortunately, the reputation is not unfounded. A new study by Cornell University finds that U.S. call center turnover rates range from 25 to 50 percent. That means a lot of people coming through the door to take the seat of outgoing call center employees.
At Headsets.com, that revolving door has a jam in it. Mike Faith, the president, CEO and founder of the company, instituted a system where prospective candidates – for the call center, shipping department or any area – are interviewed at least seven or eight times before they're hired. What's more, some of these interviews are with the company's voice coach and psychologist.
"Each employee is really a key hire for us," Faith says. He isn't kidding. Many employees have started their tenure with the company in the call center and explored growth opportunities that have arisen as the business has grown. Two such employees are Rick Mills, who was a customer service phone rep in 2002 and is now CFO, and Courtney Wight, who also started as a phone rep a year and a half ago and is now customer service manager.
"The interview proce
It has been said by many a marketing consultant and book writer on the subject that Word of Mouth Advertising is great, but they warn; It Does Not Just Come Out of Thin Air. In fact they are correct, it does not come out of thin air, no sir, you get word-of-mouth advertising, referrals and customer volunteered testimonials being uttered around town the old fashion way; you earn it.You earn it and create a “customer salesman” as I call them when you give customer service, which exceeds expectations and when you have done everything else along the way in your business marketing plan correctly.You see, this is hardly free and no i
At Headsets.com, that revolving door has a jam in it. Mike Faith, the president, CEO and founder of the company, instituted a system where prospective candidates – for the call center, shipping department or any area – are interviewed at least seven or eight times before they're hired. What's more, some of these interviews are with the company's voice coach and psychologist.
"Each employee is really a key hire for us," Faith says. He isn't kidding. Many employees have started their tenure with the company in the call center and explored growth opportunities that have arisen as the business has grown. Two such employees are Rick Mills, who was a customer service phone rep in 2002 and is now CFO, and Courtney Wight, who also started as a phone rep a year and a half ago and is now customer service manager.
"The interview proce
Without signing up for the Harvard Negotiating Project, how can you effectively bargain to get what you want?Let’s face it: Each of us negotiates every day. At work, we discuss additional compensation when we’re promoted to a new position. We plan a vacation or a move. We negotiate with our spouse over what’s for dinner and which TV shows to watch. We negotiate all sorts of things, big and small, on a daily basis.Negotiation is a means of getting what you want from others. It consists of back-and-forth discussions designed to reach an agreement with another party anytime you face common and opposing interests. But sometimes dif
"Each employee is really a key hire for us," Faith says. He isn't kidding. Many employees have started their tenure with the company in the call center and explored growth opportunities that have arisen as the business has grown. Two such employees are Rick Mills, who was a customer service phone rep in 2002 and is now CFO, and Courtney Wight, who also started as a phone rep a year and a half ago and is now customer service manager.
"The interview proce
As you take a look around, there would appear to be an unlimited number of ways a small business can spread the word about their specific product or service. While these methods range from traditional to the unprecedented, one method that has been around longer than most yet has proven to be very effective is direct mail.Now, even though most small businesses are aware of this method and many have used it as part of their marketing efforts, the sad reality is that the majority don’t know how to make the most of this powerful marketing method. Because of this, the results experienced by most are less than stellar and usually lead to
"The interview process is long – I remember when I went through it – but then once you work here you can see that everyone wants to work here and everyone likes it here," Wight says.
Connecting the interviews to the current culture, for those employees Headsets.com brings on, is the previously mentioned voice coach involved in the interview process, Ken Welsh. Hailing from Australia, Welsh handles coaching and team building for some big name clients in addition to Headsets.com, including BMW, Coca-Cola and IBM. Wight says her staff is reinvigorated whenever Welsh shows up, and that has led to improved morale, service and, consequently, sales.
Welsh is one of four global business coaches to which all Headsets.com employees have access. Besides the voice coach and the psychologist, who's based in San Diego, there's a management and organization consultant from the U.K. and a U.S.-based NLP (neuro-linguistic programming) practitioner.
"There's a huge payoff with the coaches," says Mills, who has used a few of them himself. "Sometimes it's tough to go to your supervisor with issues you're having – you don't know how it affects their impression of you as an employee. But if you have this
HTTP = HTML link (for blogs, profiles,phorums):
<a href="http://www.suggestyou.com/article/45385/suggestyou-Case-Study--Listening-to-Employee-Needs.html">Case Study - Listening to Employee Needs</a>
BB link (for phorums):
[url=http://www.suggestyou.com/article/45385/suggestyou-Case-Study--Listening-to-Employee-Needs.html]Case Study - Listening to Employee Needs[/url]
Related Articles:
Car Magnets Penetrates To A Wide Audience
Inspiring and Energizing with Strong Verbal Communications
More Ways to Get Prospects to Return Your Call
Bookmark it:
|