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©Copyright 2002 Trostle & Associates, LTD. All Rights Reserved.
Top Gun Web Agents:Find ‘em, Get’em, Keep’em
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©Copyright 2002 Trostle & Associates, LTD. All Rights Reserved.
Top Gun Web Agents:Find ‘em, Get’em, Keep’em
Find ‘em How to recognize “Top Gun” Talent
Get ‘em How to recruit them for your Contact Center
Keep ‘em Tools and programs to help you hold onto your
Top Guns
©Copyright 2002 Trostle & Associates, LTD. All Rights Reserved.
Top Gun Web Agents:Find ‘em, Get’em, Keep’em
What is a web agent? What makes a web agent a Top Gun? Where do you find them? Practice what we teach!
Web-based Candidate Assessments
More practice… Tools and methods to leverage costs?
©Copyright 2002 Trostle & Associates, LTD. All Rights Reserved.
Top Gun Web Agents:Find ‘em, Get’em, Keep’em
Soft Skill Selection Strategy Benchmarking Top Guns Web Agent vs. Call Center Agent Web-Based Candidate Assessment Interview Tips & Tools
©Copyright 2002 Trostle & Associates, LTD. All Rights Reserved.
Competencies forWeb Agents
Are they a good fit? Are they "service” minded? Skills & abilities? Time to train or hit the ground running?
©Copyright 2002 Trostle & Associates, LTD. All Rights Reserved.
Competencies forWeb Agents
“…the fact is the requisite skill set of the online service/support rep is vastly different from that of a phone based agent.” eCustomer Interaction Channels: Phone, E-mail, Web Chat
Source: Training for the eService Triathlon, Jay Gautheir,Customer Support Management, July 2001
©Copyright 2002 Trostle & Associates, LTD. All Rights Reserved.
First Step: Definition
Skills required Goals Ideal candidate personality profile Blended services: Phone, Email, Chat
©Copyright 2002 Trostle & Associates, LTD. All Rights Reserved.
What is a Web Enabled Contact Center?
“50% of North American population will use email by the end of 2001”– Forrester Research
Tight budgets Web-based communication channels
©Copyright 2002 Trostle & Associates, LTD. All Rights Reserved.
Contact CenterHiring Matrix
Agent/Candidate Skills Phone Chat E-mailVerbal communication X
Listening X
Friendly, helpful disposition X X X
Professional etiquette X X X
Above average patience X X
Handles stress X X
Types quickly & accurately X X
Few spelling, punctuation, or grammatical errors X X
Above-average composition skills X X
Confident with computer systems, Internet, browser & basic software X X
Discern/interpret customer needs (read between the lines) X X
©Copyright 2002 Trostle & Associates, LTD. All Rights Reserved.
Process Steps
1. Job Description 2. Recruit 3. Interview & Select 4. Job Review 5. Coach 6. Guidance/Discipline 7. Reward and Recognize
©Copyright 2002 Trostle & Associates, LTD. All Rights Reserved.
Job Description
Spell Out expectations Define each competency Measurement criteria Ideal candidate examples:
education, experience, skills
©Copyright 2002 Trostle & Associates, LTD. All Rights Reserved.
Recruiting
Emphasize competencies Define clearly Begin with the ad! Best Places to find Talent
©Copyright 2002 Trostle & Associates, LTD. All Rights Reserved.
Interview
Design questions around competencies Talk through in behavioral style Engage in dialog. What they have done in the past?
©Copyright 2002 Trostle & Associates, LTD. All Rights Reserved.
Reviews & Appraisals
Regular reviews Clear definitions Observe, measure and coach Provide examples
©Copyright 2002 Trostle & Associates, LTD. All Rights Reserved.
Coach
The Coach Approach Winning Game Plans Championship Seasons
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Guide / Discipline
Stay on track Effective tools Measures of Success
©Copyright 2002 Trostle & Associates, LTD. All Rights Reserved.
Reward & Recognize
Reward Best Practices Create Your Own Program Tool Kits
©Copyright 2002 Trostle & Associates, LTD. All Rights Reserved.
Agent CompetenciesSummary
Competency #1 Communications: Phone, E-mail, Chat
Competency #2 Interpersonal
Competency #3 Customer Service
Competency #4 Knowledge
Competency #5 Computer Skills
Competency #6 Performance Standards
Competency #7 Work Habits (Behavioral Background/ 3 weeks of training…)
Competency #8 Flexibility
Competency #9 Problem Solving
Competency #10 Personal Growth
Competency #11 Innovation
Competency #12 Stress Management
©Copyright 2002 Trostle & Associates, LTD. All Rights Reserved.
Agent Competency #1Communication
Communication Skills Phone Email & Chat
©Copyright 2002 Trostle & Associates, LTD. All Rights Reserved.
Agent Competency #2Interpersonal
Personality Positive attitudes Gets along with others Helpers at Heart
©Copyright 2002 Trostle & Associates, LTD. All Rights Reserved.
Agent Competency #3Customer Service
The importance of the customer Balance! Knowledge Customer satisfaction
©Copyright 2002 Trostle & Associates, LTD. All Rights Reserved.
Agent Competency #4Knowledge
Previous experience Training time & budgets Knowledge data base Agent tools
©Copyright 2002 Trostle & Associates, LTD. All Rights Reserved.
Agent Competency #5Computer Skills
Word processing Spreadsheets Databases Order entry Other software
©Copyright 2002 Trostle & Associates, LTD. All Rights Reserved.
Agent Competency #6Performance Standards
Quality & Quantity How many errors? How many complaints? How many calls, emails, or chats? Set standards and track them regularly Accountability
©Copyright 2002 Trostle & Associates, LTD. All Rights Reserved.
Agent Competency #7Work Habits
Attendance expectations Timely task completion New work assignments
©Copyright 2002 Trostle & Associates, LTD. All Rights Reserved.
Agent Competency #8Flexibility
Varied schedules Task variety Homeward Bound Stay a little longer
©Copyright 2002 Trostle & Associates, LTD. All Rights Reserved.
Agent Competency #9Problem Solving
Problem solvers Escalating an issue Resolving issue Solution driven? Customer negotiation
©Copyright 2002 Trostle & Associates, LTD. All Rights Reserved.
Agent Competency #10Personal Growth
Personal development Initiative? Do they take classes / volunteer?
©Copyright 2002 Trostle & Associates, LTD. All Rights Reserved.
Agent Competency #11Innovation
Process improvements Innovative ideas Acknowledge and reward innovation
©Copyright 2002 Trostle & Associates, LTD. All Rights Reserved.
Agent Competency #12Stress Management
Stress managementEnvironmentOther factors