Call Centers: Recruiting Exceptional Employees

Apr 26, 2001, 01:00 ET from Best Practices, LLC

    CHAPEL HILL, N.C., April 20 /PRNewswire Interactive News Release/ --
     Top customer call centers use proven recruitment processes to select
 service representatives with a strong existing customer orientation, according
 to a report from benchmarking leader Best Practices, LLC.  In such a highly
 competitive market, companies that hire reps without strong service
 capabilities risk losing valuable lifetime customers.
     "Managing World-Class Call Centers: Site Visit Findings," available online
 at http://www.BenchmarkingReports.com , reveals how top companies select the
 most promising representatives.  One global financial services company adds
 call simulations to the multi-stage interview process.  Applicants underdo a
 90-minute, interactive role play with simulated customers.  The activity helps
 the company determine which potential reps possess essential customer service
 skills.
     "Managing World-Class Call Centers: Site Visit Findings" compiles lessons
 learned, leading practices and managerial insights from executive interviews
 and site visits at 11of the world's best call centers.  The multi-industry
 study also includes leading companies' candid answers to in-depth call center
 process design and management questions.
 
     * The study also reveals that this elite group of companies:
     * Integrates information technology, telephone and business systems to
       create a unified customer service experience.
     * Empowers customer service representatives to make critical decisions
       that meet customer needs.
     * Develops a balanced scorecard of customer service performance metrics.
     * Captures customer information through multiple touch points.
     * Uses mentoring and coaching systems to create a culture of customer
       service excellence.
 
     "Customer service is more important now than it ever was," said Jason
 Richardson, BPLLC project leader.  "Recent research has shown that 70 percent
 of customers will buy products from companies with excellent customer-service
 reputations.  Companies need to bolster call center proficiencies to capture
 and retain these empowered customers."
     To purchase "Managing World-Class Call Centers: Site Visit Findings" or to
 view the executive summary of this report, visit
 http://www.benchmarkingreports.com/pr/cs50.htm .  For more information on this
 or other customer service benchmarking studies, contact Eric Bolesh at 919-
 403-0251, ext. 249, or ebolesh@best-in-class.com.
 
     ABOUT BEST PRACTICES, LLC
     Best Practices, LLC, of Chapel Hill, NC, conducts work based on the
 principle that organizations can chart a course to superior economic
 performance by studying the best business practices, operating tactics, and
 winning strategies of world-class organizations.  For more information about
 Best Practices, LLC, call 919-403-0251 or visit the corporate website at
 http://www.best-in-class.com/
 
                      MAKE YOUR OPINION COUNT - Click Here
                http://tbutton.prnewswire.com/prn/11690X71450031
 
 

SOURCE Best Practices, LLC
    CHAPEL HILL, N.C., April 20 /PRNewswire Interactive News Release/ --
     Top customer call centers use proven recruitment processes to select
 service representatives with a strong existing customer orientation, according
 to a report from benchmarking leader Best Practices, LLC.  In such a highly
 competitive market, companies that hire reps without strong service
 capabilities risk losing valuable lifetime customers.
     "Managing World-Class Call Centers: Site Visit Findings," available online
 at http://www.BenchmarkingReports.com , reveals how top companies select the
 most promising representatives.  One global financial services company adds
 call simulations to the multi-stage interview process.  Applicants underdo a
 90-minute, interactive role play with simulated customers.  The activity helps
 the company determine which potential reps possess essential customer service
 skills.
     "Managing World-Class Call Centers: Site Visit Findings" compiles lessons
 learned, leading practices and managerial insights from executive interviews
 and site visits at 11of the world's best call centers.  The multi-industry
 study also includes leading companies' candid answers to in-depth call center
 process design and management questions.
 
     * The study also reveals that this elite group of companies:
     * Integrates information technology, telephone and business systems to
       create a unified customer service experience.
     * Empowers customer service representatives to make critical decisions
       that meet customer needs.
     * Develops a balanced scorecard of customer service performance metrics.
     * Captures customer information through multiple touch points.
     * Uses mentoring and coaching systems to create a culture of customer
       service excellence.
 
     "Customer service is more important now than it ever was," said Jason
 Richardson, BPLLC project leader.  "Recent research has shown that 70 percent
 of customers will buy products from companies with excellent customer-service
 reputations.  Companies need to bolster call center proficiencies to capture
 and retain these empowered customers."
     To purchase "Managing World-Class Call Centers: Site Visit Findings" or to
 view the executive summary of this report, visit
 http://www.benchmarkingreports.com/pr/cs50.htm .  For more information on this
 or other customer service benchmarking studies, contact Eric Bolesh at 919-
 403-0251, ext. 249, or ebolesh@best-in-class.com.
 
     ABOUT BEST PRACTICES, LLC
     Best Practices, LLC, of Chapel Hill, NC, conducts work based on the
 principle that organizations can chart a course to superior economic
 performance by studying the best business practices, operating tactics, and
 winning strategies of world-class organizations.  For more information about
 Best Practices, LLC, call 919-403-0251 or visit the corporate website at
 http://www.best-in-class.com/
 
                      MAKE YOUR OPINION COUNT - Click Here
                http://tbutton.prnewswire.com/prn/11690X71450031
 
 SOURCE  Best Practices, LLC