Creaghan Harry - How To Improve Your Call Center Training Program

Training is a very crucial part of induction into a career. With the development of technology, a lot of changes have taken place. The fast-paced way of the world demands that the training procedures are revised. The BPO industry needs to incorporate improvements in their training program. Improved training will allow them to serve the customers better.

Importance of Voice Coaching in a training program

The Call centre industry involves a lot of talking. So, it is a necessity that the call center agents know to speak with customers engagingly. Their way of delivering words, pronunciation, accents matters a lot. Also, since they have to interact with customers all over the globe, they need to articulate their accents along the way. Voice coaching is an integral part of the training program. Coaches from different parts of the world may be hired to train the agents. It would help the agents connect with the customers.

Fair and open communication will go a long way

The higher-ups may have discussions with the trainees over lunch. Monthly meals of such kind may be arranged. Interactions with the employees in an informal setting will better the communication process. The camaraderie between the employees will ease the process of interaction between the various levels of employees. Creaghan Harry says that a healthy work environment urges the employees to perform better. Juniors can easily approach their seniors in case of any problems.

Significance of feedback in a training program

The trainees need to be encouraged to give feedback about their mode of training. There may be a drop box set up in the office that has to be checked regularly. Also, employees and trainees may be asked to fill in online feedback forms. Addressing the feedback is also equally significant. Feedback may help better the training process.

Hands-on experience is the best way

The overall training process if filled engaging tools and activities, will be more appealing. The trainees can be presented with mock situations. Not only the trainers but sometimes one of the trainees themselves may be asked to play a role of a disgruntled or overtly sweet customer. Another trainee may be asked to address the query of the former. Trainees after a certain time can be allowed to interact with customers. Creaghan Harry says that the training process should not be monotonous. The trainees can have fun and learn to work at the same time.

Use of technology makes the training program more efficient

Specialized software, apps and online tools can be used for training. They may also be used to rate their performance. WalkMe is software that can be used. It helps them to complete tasks and interact with customers efficiently. Instructions may be given quickly. Trainees and employees may access the instructions 24*7. Technology can help enhance the entire training process. The balance of using technology and human interaction is the key.

Call Centers are a very demanding industry. Call centre agents need to be at the top of their game all the time. The training process is fundamental. Lousy training will create inefficient employees. The best kind of training process will make employees of the right temperament.

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Creaghan Harrry - Call Centers As Multicultural Workplace And Its Contribution To Employees

The call center is a centralized place where youths of all most all races, cast, creed and color share a work station daily. Working in call centers is very popular among the youths of today. Away from home and family, with sleep roughened eyes men and women work together. Call centers are often seen as the meeting point of various ethnicities.

Call centers in popular literature

An exorbitant amount of emphasis is laid on the way how the employees interact with the customers. In pop literature, call centers have often been described as the “electronic Panopticon”. The employees are continuously watched and monitored how they interact with the customers.  They are watched to the number of calls they make, how much time they devote on each call, the sales they make, the breaks they take Creaghan Harry describes call centers as little boxes where a number of humans are crammed in a small space. Adding to this constant surveillance is the pressure of meeting targets.

An overview of the work environment in a call­-center

The targets they have to meet are put on white boards. Add to all these, a television screen monitors their activities. To this whole psychologically draining surveillance, however, is an escape. If one meets the intended target before time, he can leave this “Panopticon!” The only way out of this little prison is you have to perform at any cost. The environment is draining, competitive, intrusive and all consuming. It’s a cut throat place. Where you either perform or leave. There is no respite. The pressure takes the toll on the employees’ minds and lives.

                                                    

Call centers and ethnicity

According to Creaghan Harry, the managers have only one motivating mantra to give to the employees, meet the targets and go home or do not! This competitive and exploitative environment however has a positive effect on culture. Employees of one region interact with customers and clients of another region. These two sets of people belong to two very different worlds- of different country, state, region and border. And naturally their culture is also very different. This scenario has very remarkable impact upon the African and Asian employees of Call centers when they communicate with their western clients. Westerner associate prejudices are associated with the African and Asian culture. Same is true for the former. Many times, abuses are hurdled at one party of culture and race to another. Linguistically capable and racially sensitized people should be matched with clients. Also, sometimes racial or cultural disputes and quarrels between the employees and managers within a call center occur. This is especially true in the Indian and African Subcontinents. These places are most culturally diverse. So, it is very important to develop a harmonious and open environment in the call centers.

 The intercultural communications should be encouraged. Abuses and punk jokes of one culture should be refrained from. This is maintaining not only peaceful culture within the call center, but also with the clients. The work culture in a call center is already stressful and taxing with targets and everything. Just put a dollop of cultural harmony in it to negate all the stress!

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Creaghan Harry - The Advantages of Being a Part of The Far-reaching BPO Industry

There is a thin line of difference between call centers and BPO’s. Most business process outsourcing enterprises are a part of well-established multinational companies. Joining a BPO job and the career prospects is a subject of controversy for many as it has worked out in different ways for different candidates. The well-reputed BPO companies include ample amount of facilities and have maximum promotion options in the career roadmap.

1. Stability is the key to reach the next level goal

Most of the employees get slightly surprised by the call center environment, and it usually begins when they are boarded on the floor from the training. The period of training is more or less pressure free and gives the candidate ample opportunities to practice and pause. This becomes nearly impossible when they are boarded on the floor which is the main reason behind the change in mind at the first place.

In the opinion of Creaghan Harry, getting accustomed to a call center environment needs ample amount of time and patience. If you are getting adequate guidance and possess certain,  level of capability to groom up your skillsets, you are likely to be eligible for a promotion in a short span of time.

2. It is a rapidly growing industry and supports an abrupt promotion

As per the knowledge of Creaghan Harry, another advantage of becoming a segment of the vast ocean is that it is one of the fastest expanding industries compared to other sectors and same applies for the opportunities for the BPO employees. You will not need any additional skills as well as experience to break a record in the next level. 

Moreover, the call centers follow multiple hiring procedures which make the amount of entry doubled than that of the number of attritions. Recent surveys show that most candidates are likely to give up at the very initial stage after joining a BPO and do not invest ample amount of time in the career to take a turn. There are specific criteria that are required to meet to be eligible for the promotions, but you will get the ball rolling if you meet the requirements.

3. Shift departments within the organisation

Furthermore, you will get ample amount of opportunity to change your respective departments remotely and not require seeking any external assistance for doing so. It takes one to two years to crack specific examinations and be eligible to shift to a different domain that you have targeted to become a part of. As mentioned earlier, the BPO industry is vast and consists several segments such as the talent transformation, administration, quality analyst, training, and development department and more.

However said and done, once you become a part of the BPO industry, you will get the opportunity to explore further roles and responsibilities in your career. The political and economic scenario has immense contribution to the changing occurrences of the BPO industry and is currently the most significant source of contribution to the final GDP of the nation.

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Creaghan Harry - Guides to Improve Customer Service Script for Your Call Center

A customer-service script plays a crucial role in gaining customer satisfaction as well as representing the entire brand. There is more to just greeting and reading out a couple of statements to customers. In fact, in an established organization, the script is the first step that trainers focus on when it comes to the training and development session. 

Change script along with time and changeable requirements

It is needed to understand that call scripts requires appropriate changes to meet both customer and company expectations. Call scripts are not only meant to serve agents but to help customers follow a particular format or structure to deliver information flawlessly without any confusion and disputes. Call scripts can be modified based on not only customer needs but also other organizational requirements.

Read script from the customer’s point of view

The script consists of several segments and requires emphasis on specific parts according to caller needs. In the opinion of Creaghan Harry, if the agent is not just reading out the script but communicating the script efficiently with the agents, it works out much better for both parties. Agents need to remember that call scripts are the structure that is provided to avoid fatal errors and maintain call protocols effectively. There are much more detailing within a call, and that is the moment when agents need to utilize their inbuilt communication skills with sufficient confidence.

Decrease stiff and robotic communication by aligning script with real calls

According to Creaghan Harry, a monotonous or robotic tone is one of the biggestcomplaints of callers. Customers are often in hurry or certain emergency situations and expect quick and smart service at those moments. Call centers deal with the most critical assets of customer and need to be prepared to assist them in crisis scenarios. Therefore, cutting-off the monotony and balancing between natural responses and keeping the protocols intact at the same time will help customers feel comfortable and eventually increase the level of satisfaction.

A good script will provide a communication structure to associates

Call scripts are an excellent resolution for new callers and help them figure out some of the fundamental or initial issues that are likely to occur. Moreover, following a specific script naturally provides a sense of confidence to the agents but only if the script is practiced for adequate times before taking up calls. It will eventually become an excellent source of assertiveness and self-confidence fort associates while talking to the customers and handling next level issues as well as rapport building conversations.

However said and done, call scripts are an essential part of the call center personality because apart from agents it is the second significant medium that directly represents the enterprise and interacts with the customers. Thus, initially, it is mainly the responsibility of the quality analysts and subject matter experts to contribute their experience and in-depth knowledge to improve the call center scripts from time to time. This procedure will also help the associates grasp the concept of call scripts much more rapidly.

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Creaghan Harry - How to Reduce Your call Center Management Cost

The BPO industry was all about expenditures a few years ago and expecting the outcome way to later in the process of setting up. But, the story is quite different in today's age. The call center service industry is drastically boosting and quite ahead of time compared to other sectors. But at the same time, business owners are struggling with setting up a cost-effective yet productive call center infrastructure as well as the environment. The following guidelines shall align both with an in-house service provider's need and business outsourcers.

1.      Drag your attention to the causes of employee attrition

One of the leading causes of the losses and downfalls experienced by today’s call centre services is the rate of attrition. As per the knowledge of Creaghan Harry, most management teams are suffering from the retention issue, and it has become a trauma for the higher management team. It needs to be understood that maximum strategies of retention will fail if the measures were not taken up right from the very beginning. Henceforth, it is best for centers to drill down to the leading or fundamental cause of the attritions and analyze the cause to obtain the right outcome.

2.      Set specific benchmarks to measure overall productivity

A call center can never survive without the right criteria, measures, and benchmarks. Benchmark is nothing but a domain particular term for setting specific baselines to judge the overall performance as well as productivity level of a particular trade. As per Creaghan Harry, it is important for call centers to take a strategic approach to each action and some of the most effective benchmarks that can be applied are,

·         Service Level Agreement (SLA)

·         Response agility

·         Customer satisfaction (CS)

·         First, Call Resolution

3.      Supporting software to reduce unnecessary manual costs

The software is an integral part of not only the BPO industry but every category of business that exists. It was an essential requirement till yesterday but has become mandatory for beating the competitive environment in today’s time. The hiring of software is an on-time-investment and one of the best ways of cost-cutting as it will reduce the necessities for unnecessary manual labor.

4.      Emphasize on the HRM management and avoid wrong hires

As mentioned earlier, that the attrition rate is one of the main triggers to the downfall in profit, the specified point is deeply linked with the same. The thread of attrition starts from the hiring. Incurring better hiring tactics by the human resources will help filter the best of talents. The notion of talent does not only includeperformance capacity and educational background but also counts factors like previous job stability, personal background of the candidate and whether he will hop on to a better opportunity once he gets one. It is best to follow up on referrals provided by the candidate and seriously emphasize on the mentioned areas.

However, the call center expenditure can also be reduced by not onlyauditing calls but relevant databases as well. This will help to stick to a disciplined regulation at the end of each interval and receive ultimate accuracy, which shall only contribute to the overall revenue.

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Creaghan Harry - Role of A Quality Analyst in BPO Sector

It is a significant fact that agents are the voice of the company. Though, the performance of agents does not have the assurance of flawless p[performance all the time. It is almost impossible to maintain customer service without zero obstacles and crisis. Nearly everyorganization has undergone the same.

1. The significance of call quality control

You will notice that a well-settled call center will spend and contribute maximum effort on making agents increase their call quality and efficiency level. Quality analysts are meant to incorporate all the measures required for controlling as well as adding perfection to the calls. They highlight on some of the fundamental features in a recorded call, such as,

·         The progress in listening skills of an agent

·         If the hold protocol speech and timing is right

·         Ways of greeting by mentioning the company name

·         If the call disconnection protocol is maintained

According to Creaghan Harry, apart from the specified marking points, the analyst is also supposed to drill down to some of the specific factors that can only be well assessed by a QA. The role of a QA involves being alert throughout the call recording and shall rewind the particular piece, as many times required. Some of the in-depth aspects that an analyst is meant to monitor is if the agent is putting the call on mute on appropriate times so that the customer is not aware or distracted by background noises. The other aspects include if the agent is providing any extra details without validating the customer correctly or if the agent is making the customer repeat a statement more than once. 

2. Providing the right feedback to agents

Next comes the feedback part. This is one of critical responsibilities of a quality analyst as they interact with agents directly here according to the quality report. As per Creaghan Harry, agents need to be thoroughly informed and noted about particular flaws and mistakes they have made while taking the call.Analysts follow one specific strategy while delivering feedbacks to the agents. Feedbacks are the only way through which agents get the opportunity to grasp their major as well as slightest flaws.

3. Effects of Training and software used by analysts to monitor calls

QA’s need to be well equipped with the software’s they are using and knowledgeable about it. Moreover, the reports created by the analysis is further checked and monitored by higher authorities. The process of analyzing involves picking up random sets of calls and monitoring them accordingly. When a call is chosen, it needs to be controlled entirely without fail. Utilizing the right software is not only responsible for argent-performance but also making the appropriate evaluation, reports, analytics and measuring customer satisfaction.

However, agents come from a different qualification background as BPO’s hire candidates from diverse sources. Therefore, providing proper training to the employees will help them cope up with call quality maintenance in the later part. The senior management authority of the particular organization plays a crucial role in initiating training and development in the right manner.

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Creaghan Harry - Changes in the Call Center Technology in the Recent Years

Even though a call center and the BPO industry is all about technology, service providers, as well as business individuals who are outsourcing their business, are looking forward to initiating new changes in call center technology. Hiring employees at frequent intervals have become the focus of enormous expenditure nowadays. The idea of introducing advanced technology is not to reduce the requirement for manual labor, instead make the procedure much more unchallenging for existing agents and other BPO employees.

1. Initiating usage of other devices by agents and customer

In the viewpoint of Creaghan Harry, the modernizing of technology does not necessarily focus on customer service but also contribute to improving agent's performance. Slightly shifting from the primary context, the medium of telecommunication has undergone drastic change over the recent years. The utilization of smartphones, cell phones, laptop, and tablets are used vastly by individuals with the internet being the wire of communication. People hardly use the telephone or even spend a penny to interact with distant people nowadays. Infact, the same mechanism is also efficient for communicating abroad and overseas.

Well, imagine call agents making use of smartphones, tablets or I pads for contacting customers. The office of call center and technology is looking forward to initiating the idea, which shall promote the use of 4G internet connections in the devices for both customers and agents. According to the Information and technology experts, the concept of using

2. Customer smart self-service technology

Creaghan Harry, the owner of the organization mentions, the self-service technology is one of the most exciting concepts that techies are looking forward to shortly. It shall not be similar to the idea of IVR or ACD. Infact, the plan will be much more advanced and swift.

For example, customers can resolve their issues with the help of online helping sites and well-unformatted FAQS. Frequently asked questions and the well-demonstrated solutions along with them can help customers relate to other customers facing the same issue and have a quick and swift self-service experience. This will not just provide resolutions but also make customers more knowledgeableabout the product they are using and increase their confidence level by increasing customer and organization trust.

3. Introducing new methods of Omni-channel communication

Customersare often disturbed by the process of reaching out to different agents at different timesbecause this is how a call center works. The call can land anywhere, even though your issue was unresolved with the last agent. This can be hectic for agents who are completely unknown about the call center system, and it is most evident for the older group of customers. Thus the idea of representing customerswith a single, dependable and prominent source of contact will increase the profit-margin of BPO's along with a boost in sales and promotion.

All over, the above mentioned technologicalmodifications slightly differ from the general advancement in call center methods. Some of them are already implied while some are yet to be a part of the BPO industry shortly.

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