Although the Call/Contact Center is a technical innovation, its real value is harnessed by how the people use it! The staff members who give their attention, knowledge, and empathy to the customer are the ones who make the Call/Contact Center a useful tool.
Satisfaction of the customer is determined by the professional approach and expertise of the agents, their performance can make a customer, happy, indifferent or even dissatisfied with the service provided. The same principles apply when the customer is served in person, face to face. The quality of the human resources assists a company in reaching its business objectives, in most cases it is the main differentiator. The quality of interaction with staff is what shapes the opinion of a company’s most valuable assets; its customers.
We provide HR Consultancy Services in the following areas:
- Human resources strategy in the customer service domain
- Hiring, training, motivation systems
- Soft skills to enhance performance of the staff
- Performance management
- Career planning and development
- Organizational change management