What is the role of the Coach in a Contact Center?

Originally posted on Call Center Coaching & Training:

Call Center Training

What is the role of the Coach in a Contact Center environment? It really depends on whom you ask. Many common responses from Supervisors/Managers are:

  • To Mentor
  • To Lead
  • To Motivate
  • To Encourage
  • To Guide

In contrast, many common responses from Contact Center Agents are:

  • To Correct Adherence
  • To Provide Stats
  • To Shorten AHT
  • To Produce Reports
  • To Point Out Errors
  • You can quickly see the varied perceptions of the role of a coach…but what should it be? We can start by asking a few key questions.

Are we truly motivating, encouraging and mentoring our Team Members?

How would your Team Members describe the effectiveness of the coaching/feedback they receive?

Are the things we feedback to our agents directly related to the satisfaction of the customer?

In many cases, feedback in a contact center environment focuses on emphasizing an agent’s short-comings and involves telling the agent what to change and how…

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True Vision in Quality Monitoring

Originally posted on giovanniaguirre:

The lesson we learn in business is that sometimes you need to think differently, take some risks and look at things from a different angle…and in this case, when you can’t even look. When listening is most important skill in your business, the best people who can do that are the ones that can only do that. What we will learn in this article is the process of adding to your staff with very capable visual impaired team members…the concept, the how to, the resources and the benefits.

BPA first started recruiting visually impaired staff members in 2006 after an internal brainstorming session on how to recruit candidates with greater listening skills. The initial conjecture was that a person who had lost one of their senses would heighten their remaining ones in order to help them during their daily lives. With this perspective in mind, it was our hope that…

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How is a Call Center like the Super Bowl?

Grammar, Punctuation, Spelling and Language in Call Centers

Grammar and language is changing and evolving due to the impact of social media.  Trying to fit thoughts into text messages and 140 characters on Twitter can be mind boggling.  As Quality experts, we are asked a lot about if agPunctuation-matters-tooents can utilize abbreviations and “text talk” in customer interactions via chat, email, social media, etc.

There is a very fine line in regard to what is acceptable and just plain negligent on a company’s part.  There are still many consumers that judge grammatical and spelling mistakes harshly.  As a rule of thumb, when it comes to the brand, all “t’s” should be crossed and all “i’s” should be dotted.  By doing so, agents are protecting the brand’s credibility and representing it appropriately.

Proper grammar and spelling should have been grasped in primary school and with the internet available to almost everyone, there should be no reason interactions with customers should not contain the correct usage of language.

According to 1,003 UK consumers, 42.5% hated poor spelling and grammar when it came to brands on Social Media.  That is a significant percentage and warrants attention when ensuring call center agents are representing their company.

Hate-about-your-brand

Mistakes can be forgiven; however, making them continually can be detrimental to the company and the brand.  Ultimately, encourage call center agents to use proper spelling, grammar and speech to demonstrate that the company cares about their credibility and image to the customer  … and that says a lot.

 

Sources:

http://shehemedia.com/2014/08/28/do-spelling-and-grammar-matter-in-social-media/

http://www.forbes.com/sites/jaysondemers/2014/07/15/is-bad-grammar-killing-your-brand/2/

 

For the 6th Year, BPA International Ranks on Inc. 5000

Press Release

For the 6th Year, BPA International ranks on Inc. 5000

inc50001.png09/11/2014 (press release: KarynDupree) // Carle Place, New York, United States // Karyn Dupree

Inc. magazine today ranked BPA International NO. 4130 on its 33rd annual Inc. 500|5000, an exclusive ranking of the nation’s fastest-growing private companies. The list represents the most comprehensive look at the most important segment of the economy-America’s independent entrepreneurs. Companies such as Yelp, Pandora, Timberland, Dell, Domino’s Pizza, LinkedIn, Zillow, and many other well-known names gained early exposure as members of the Inc. 500|5000.“We are extremely honored to be part of the Inc 5000 List!  We remain highly committed to our ongoing goal of helping our customers achieve tangible and measurable business improvements through analytical Remote Call Monitoring. We attribute our business growth to our unique approach to Remote Call Monitoring and the dedication and innovation of the BPA team.   Most of all our success is linked to our loyal customers who have put us on the list again, thanks and keep talking about us!” ~ Lisa Renda, Owner  

 

The 2014 Inc. 5000, unveiled online at Inc.com and with the top 500 companies featured in the September issue of Inc. (available on newsstands August 20 to November 30), is the most competitive crop in the list’s history. The average company on the list achieved a mind-boggling three-year growth of 516%. The Inc. 5000′ s aggregate revenue is $211 billion, generating 505,000 jobs over the past three years. Complete results of the Inc. 5000, including company profiles and an interactive database that can be sorted by industry, region, and other criteria, can be found at http://www.inc.com/inc5000.

 

 

With over 70% growth over the past 3 years, BPA International has gone on to receiving placement in the Inc. 5000 list for 6 years in a row.  The steady growth has opened up more than 200 jobs in the United States and the opening of a new office in Maitland, FL.

 

More about Inc. and the Inc. 500|5000

 

Methodology

The 2014 Inc. 5000 is ranked according to percentage revenue growth when comparing 2010 to 2013. To qualify, companies must have been founded and generating revenue by March 31, 2010. They had to be U.S.-based, privately held, for profit, and independent–not subsidiaries or divisions of other companies–as of December 31, 2013. (Since then, a number of companies on the list have gone public or been acquired.) The minimum revenue required for 2010 is $100,000; the minimum for 2013 is $2 million. As always, Inc. reserves the right to decline applicants for subjective reasons. Companies on the Inc. 500 are featured in Inc.’s September issue. They represent the top tier of the Inc. 5000, which can be found at http://www.inc.com/5000.

 

About Inc. and the Inc. 5000

Founded in 1979 and acquired in 2005 by Mansueto Ventures, Inc. is the only major brand dedicated exclusively to owners and managers of growing private companies, with the aim to deliver real solutions for today’s innovative company builders.  Total monthly audience reach for the brand has grown significantly from 2,000,000 in 2010 to over 6,000,000 today.  For more information, visit http://www.inc.com/ .

 

The Inc. 500|5000 is a list of the fastest-growing private companies in the nation. Started in 1982, this prestigious list of the nation’s most successful private companies has become the hallmark of entrepreneurial success. The Inc. 5000 Conference & Awards Ceremony is an annual event that celebrates their remarkable achievements. The event also offers informative workshops, celebrated keynote speakers, and evening functions.

 

For more information on Inc. and the Inc. 5000 Conference, visit http://www.inc.com.

 

The post For the 6th Year, BPA International ranks on Inc. 5000 appeared first onBusiness Press Release Service | Submit123PR.

Read more: http://www.digitaljournal.com/pr/2181348#ixzz3D1OJQ9Y2

2014 Customer Champions

Originally posted on Celebrating Contact Center Excellence!:

Companies that exceed their customers’ expectations know that outstanding customer service doesn’t just happen; it’s carefully planned. J.D. Power, in conjunction with FORTUNE Custom Publishing, recently recognized 50 companies that demonstrate the ability to provide the highest level of customer service based on their most important critics—their customers. You can read the full article on the 50 J.D. Power 2014 Customer Champions in FORTUNE magazine.

Those recognized as Customer Champions represent the highest-performing companies in terms of providing customer service excellence. The CCNG Magnet Program would like to add our voice and help shine a light on each of these organizations. Thank you for leading the way!

After surveying thousands of customers of more than 600 brands and analyzing their feedback, J.D. Power has identified the following companies as 2014 Customer Champions:

Amazon.com
Amica Mutual
Apple
AvMed Health Plans
Bangor Savings Bank
Beneficial Mutual Savings Bank
Boost Mobile
Cadillac
Capital…

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Airline Quality Trend Analysis by BPA Quality

Airline Analysis