Consultancy
Services"We would rather
have one man or woman working with us than three merely working for
us."
- J. Dabney Day
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BK ONE is committed to establishing effective, high performing,
revenue generating call centers where systems, people, financials, and
customers are in balance.
The current trend in call centers is who has the newest technology,
best web site, and most sophisticated skills-based routing system.
What we lose site of is our people . How to develop people with the
skills and abilities to become exceptional, superb, and the most
sophisticated customer sales or service experts is what BK ONE can
train your organization to focus on.
Phase I: Assessment of your employees'
attitudes, skills, measured performance standards, and results.
Phase II: Management Training Courses
as needed.
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Employee Performance Development Skills
Employee Appraisal Skills
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Career Development Skills
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Team Building Skills
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Motivational Skills
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Employee Involvement Skills
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Diversity in the Workplace
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Creating and Managing Quality Teams for
Continuous Improvement Efforts
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Change and Transition
Phase III: Employee Training Courses as
necessary.
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Quality Team Member Roles and
Responsibilities
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Diversity in the Workplace
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Career Development
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Leadership Skills
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How to Acquire Feedback
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How to Improve Performance through Tone
and Manner
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Team Building
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Strategic Planning
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Services
Offered
Developing Recruitment Strategy &
Process
Design and implement the Recruitment
process for Start-up Call Centres. This can include candidate
profiling, screening, formats & final interviews.
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Development of Call Center
Documentation
Documentation of manuals and policy
documents, such as HR manuals, employment handbook, training &
induction manuals.
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Reviewing Operations and Audits
Review of key Call Centre activities and
functions. Focus will be on human interactions - call handling,
document handling and other office systems.
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Identifying Training Needs
Identification of areas where training
will make a tangible outcome in Call Centre productivity. Design &
implementation of workshops as per need.
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Implementing a Performance Management
System
Setting performance goals and
measurements. Training supervisors and managers to use the system in
the area of coaching, feedback & tracking performance. Career Planning
for Agents and building a Human Resource Information System (HRIS)
including a skills matrix for each employee.
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Increasing Call Center Productivity
Reviewing the KFPs - Key Factors of
Productivity. Monitoring and tracking the productivity levels before
and after our intervention.
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Developing In-House Training Processes
Train trainers to set up a strong in-house
training team and process to meet the need for high quality training
sessions within the company.
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