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Team
A team of employees here at our
company tends to consist of between 5-7 CSR's, or
customer service reps. These specialized teams
tend to have a lot of experience with taking care of
callers in a quick yet friendly and efficient
manner.
It is their job to save our
clients money while still being able to build
relationships with those who are repeat customers
and callers. It is this bond with our client's
customers that sets us apart from the competition.
Relationships are key in the answering service and
call center industry. If your employees aren't
trained in making the clients look good by their
professionalism, then your company has an uphill
battle in the contact center arena.
Definition (Wikipedia Def.)
A team comprises any group of people or
animals linked in a common purpose. A group in
itself does not necessarily constitute a team. There
are however many components that make up a team like
manager and agents.
Each team is trained on a
specific amount of clients. They learn these
companies well and even role-play with clients so
that they know their calls are handled exactly the
way they want them handled.
This unfortunately isn't done
in at least 75% of answering services and call
centers currently operating in the United States. I
never looked up any stats for Europe so I can't tell
you the situation in England.
The Team Done
Our Way
Every company out there with
answering service reps knows that their employees
are by far their most important asset. They are the
lifeblood of the firm. Without a well trained and
prepared employee base, any promise made to clients
will fail.
There are too many firms though
that treat their people badly. It isn't the call
center reps fault how their management treats them.
But employees who are mistreated tend to walk away.
Thus in an industry with already high turnover, poor
management and mistreatment of call center workers
causes even more employee turnover than usual.
Organization of Teams at
Successful Office
Every team has one team leader
and one assistant manager who are the point of
contacts with our clients. Then the reps on
the team number from 4-6 usually.
There are some contracts that
require multiple teams, especially for the
commercial or radio spot clients.
Call
Us: 800-716-5518 to discuss the
many options available.
Call
Center Terms
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answering service
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