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TRAINING IN CONTACT CENTERS

How To Enter the 2020 Members' Choice Awards - For Vendors

HOW TO CELEBRATE INTERNATIONAL CONTACT CENTER WEEK

EMPLOYEE ENGAGEMENT

HOME AGENT TECH & ENVIRONMENTS

The Dark Side of Employee Retention: 3 Things That Happen Wh... - FurstPerson - ContactCenterWorld.com Blog

The Dark Side of Employee Retention: 3 Things That Happen Wh...

Most managers heading up teams of customer-facing employees would love to avoid common issues like declining customer satisfaction, flagging sales performance, and the toxic presence of employees who are chronic under-performers.

It’s easy to understand why firing underperformers might be difficult in some cases, especially in customer support environments where finding and training replacements is often challenging and time-consuming.

Keeping poor performers around, though, is both a huge time suck for management, and a profit-killer for your business. Nevertheless, many organizations are reluctant to adequately address this incredibly prevalent issue.  

Even more concerning is the fact the many of these businesses do not fully understand the long-term effects poor performers can have on productivity, employee retention, and overall profits.

Defining the Poor Performer

The first step to solving the problem of poor performers is learning how to identify them. What constitutes underperformance in your particular business depends on certain factors (i.e., your company’s expectations of its workers and your criteria for evaluating performance) the National Business Research Institute (NBRI) has identified six main work characteristics of a poor performer:

  • Poor work quality
  • Attendance problems
  • Poor attitude
  • Inability to work with a team
  • Fails to meet deadlines
  • Multiple customer complaints

Keep in mind, your workers are human, after all. Most employees are going to have a few days with low numbers, and most of them will probably miss a deadline once in a while. The consistent presence of several of these characteristics, however, should raise some red flags.

The Cost of Keeping Poor Performers

Keeping even one under-performing employee around is far from harmless.  Low-performing employees in the workplace can do some widespread damage, as their reach extends in to many areas of your business, including:

  • #1: Employee Morale – According to Yale professor, Sigal Barsade, poor employees have the ability to create a ripple effect throughout the entire workplace. In her article, "The Ripple Effect: Emotional Contagion and Its Influence on Group Behavior," Barsade states that just one underperformer can decrease employee morale greatly, and spread apprehensive and anger throughout the workplace. Ultimately, this can lead to your top performers looking for employment elsewhere and decrease your employee retention rate.

  • #2: Customer Service Quality – If your poor performers have direct contact with your customers, this problem could be dramatic. Before the internet and social media, consumer problems were dealt with on an individual basis. Today, just one bad experience with a customer could be recounted to hundreds or thousands of customers instantly. This could spur a wave of customer relations problems.

  • #3: Company Profits – The bottom line is that poor performers cost your company money. Not only is their productivity level lowered, but their bad behavior could directly affect the production level of those working around them. In addition, supervisors have to spend valuable time overseeing the bad employees, correcting mistakes, or trying to boost the morale of the other workers.

Solutions for Dealing with Poor Performers

Unfortunately, it only takes one bad employee to affect the rest of the team and to drain the abilities of your company's most valuable resource – your workforce. Consistently high performance requires hiring employees who have the motivation, skills and abilities to contribute value to your business. It’s important to ensure new hires share the values of your organization, and that they clearly know what is expected of them.

Check Your Performance Reviews

Most companies use standard performance reviews to weed out bad employees, however, according to a LinkedIn report, 77% of human resource executives do not feel that evaluations adequately identify poor performers. Immediate feedback, even negative feedback, when done correctly, seems to be more effective. A history of continuous negative feedback is a good indicator of problematic work behavior.

Determine the Root Cause

The next step is to determine why the negative behavior is occurring. Everything from a poor culture fit to lack of skills, abilities, and motivation to fear of failure can affect cause an employee to underperform.

A review and warning process must be in place and adhered to by all your managers. If the employee refuses to adjust their behavior to meet your workplace needs, termination may be necessary.

Measure Performance During Your Talent Selection Process

The best way to deal with poor performers?  Avoid hiring them in the first place.

A survey conducted by NBRI found that 43% of HR executives said that they hired the wrong employees because they needed to fill the job quickly. This lack of careful planning could end up costing these companies thousands of dollars in training and retraining.

HR companies that specialize in employee talent selection tools like pre-hire assessments understand that hiring top performers takes a combination of business, technology, and psychology.

By intertwining these recruitment techniques, they are able to match prime candidates with top employers successfully. This takes the guesswork out of the hiring process and greatly improves your rate of hiring the right employee the first time, helps decrease employee attrition rates, and, in the end, will save your company money and boost profits.

Source: http://www.furstperson.com/blog/the-dark-side-of-employee-retention-what-happens-when-poor-performers-stay

Publish Date: April 11, 2016 5:00 AM


2020 Buyers Guide Outsourced Contact Center Services

Page: 12
1.) 
2P Perfect Presentation

Customer Experience Services
Outsourced contact center services It is one of the most important service that provided by "2P" and specialize to provide services for the establishment and operation of contact centers, customer service and Customer Experience, the most important services provided by this unit are:

• Establish, manage and operate call centers and supply the required systems and applications.
• Customer Feedback Technology
• Social Account Management System (customer interaction, reports, marketing and e-publishing services)
• Customer Relationship Management System (CRM)
• Artificial Intelligence Systems and Automation Services (AI & Automation)
• Business Intelligence Technologies and Performance...
(read more)
PH: +9661151099888

2.) 
31 West Global Services

We offer after-hours, business hours & 24/7 customer support & help desk services. Over the last 17 years, we have helped 130+ small & mid-sized business companies across US & Europe.
PH: 877-262-5030

3.) 
Abacus Cambridge Partners

Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.

We offer the following services:

Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
API...
(read more)
PH: +44 (0) 207 397 8725

4.) 
Advantage Communications

Our industry is changing fast, consumers want the best service and a seamless contact center customer experience. In response, we've re-invented our contact centers with next-generation technologies and new, improvements to customer service.

Conversational AI. IVR. 100% Natural Language. Operational Intelligence. Social Media Customer Support Services. ChatBots - all supported by our skilled contact center agents to make the customer experience better.

We're now ready to PowerUp your contact center customer service to new levels of excellence with our winning combination of people, passion, and technology.
Are You Ready?

5.) 
American Help Desk

Help Desk Services
24/7/365, 100% US-based help desk, with phone, chat, sms and email capabilities as well as ticket and alert management/remediation services.
PH: 800-997-0977

6.) 
Ameridial Inc.

Inbound customer service and sales support
With 25+ years of experience and stability, Ameridial offers clients an unparalleled record of providing reliable, cost-effective inbound and outbound live-voice solutions. We also offer click-to-call services, live chat, social media monitoring and IVR. Ameridial is headquartered in Canton, Ohio with nine call center locations in Ohio, Maine, and North Carolina. Specialists in: Healthcare, Communications, Direct Response TV and Radio, Non-profit. Results-based pricing.
PH: (866) 775-4755

7.) 
Ballena Media

Business Process Outsourcing
Ballena Media provides near-shore Business Process Outsourcing for Contact Center services to companies seeking to improve quality and efficiency while saving 30% to 40 % for similar services in the U.S. The company’s value proposition is based on its long term relationship with clients showing it can meet or exceed any metrics performed whether in-house or outsourced.
SERVICES
-Contact Center Services
-Customer Service Support
-Sales Support
-Web Data Collection
-Telephone Data Collection
-Data Services
-Infrastructure Design
-Workforce Support
-And More
RESPONSIVE
24/7 coverage, always finding the best solution for your business
PH: (760) 338-7057

8.) 
Bgcomm Contact Solutions

Outsourcing
Our Professional Services cuts across multiple verticals and horizontals. Our services cater to both the Private and Public sectors, providing the technology and resources in the transformation and improvements of our clients’ people, processes, and profits.
PH: +1 213-660-2066

9.) 
CallNovo Contact Center

Multilingual Customer Service
Inbound and outbound customer service/after sales support is the two general types of call center services offered globally by Callnovo. Inbound services are performed by reps who field calls from customers. Outbound reps make calls to customers to follow up on or inquire about account issues.

Regardless if you are looking for a telephone, email, live chat or email customer service/after sales support, Callnovo outsourcing call center team is right here to help. With more than 10 years’ experience, Callnovo one-stop multi-language customer service/after sales support call center team takes care of clients’ every single detailed customer service/after sales support need. We are happy to pr...
(read more)

10.) 
CGS

CGS is a global provider of business applications, enterprise learning, and outsourcing services that support clients’ most fundamental business activities.

With optimized call center resources to serve global clients, CGS offers a unique hybrid approach through automation and live agents in its contact centers located in North America, South America, Europe, Asia and the Middle East. Its AI-enriched chatbot and RPA technologies complement the customer support services provided by thousands of multilingual call center agents. CGS supports many of the world's industry-leading global brands from retail, hospitality, healthcare, technology, and telecom. The company's innovative, scalable and...
(read more)
PH: 1 (212) 408-3800

11.) 
CLCA Call Direct

Virtual Assistant Services
Ensuring you have an efficient back office team is vital to running a reliable and cost-effective business. Our virtual PA services allow you to have either a live call answering solution that will transfer a call or take messages in absences or a non-voiced option for back-end operations meaning your business is always available to customers.

Your dedicated virtual PA will be matched to your business and your requirements and will answer any calls or emails with your company name and a tailored script that you will approve before our team take live calls.

This means that non-essential business or personal tasks are taking off your plate which can only benefit your essential business p...
(read more)
PH: 0333 600 5005

12.) 
Conectys

Conectys delivers a wide range of contact center services and call center outsourcing solutions. We service clients in over 35 languages from our locations in Romania, Belgium, Philippines, United States, Poland, Turkey, Portugal, and Taiwan as well as through a robust Work from Home team.

We speak English, German, French, Spanish, Italian, Dutch, Portuguese, Polish, Czech, Romanian, Hungarian, Bulgarian, Russian, Greek, Turkish, Arabic, Swedish, Norwegian, Finnish, Danish, Mandarin Chinese, Japanese and more – all for seamless communication across cultures.
PH: 646-381-1599

13.) 
Connecta Center

- Prospecting, commercial appointments
- Collection
- Surveys
- Customer Care
- Technical Support
PH: 5222690888

14.) 
ContactWorks

We specialize in all aspects of customer contact services:
• Customer Service
• Technical Support
• Employee Help Desk
• Customer Acquisition / Retention
• Order Processing / Administration
• Quality Monitoring
• Consulting
PH: 512-220-2200

15.) 
CPM Group

Sales, Service and Support
Sales: Customer Acquisition, Lead Generation, Cross Sell, Retention, Intervention and Win-Back

Service: Care Lines, Customer Service, Product Recall and Data Breach Notification

Support: Analytics, Data Entry, Quality Assurance, Fulfilment, Receivables Management, Social Media Management and Mystery Shopping
PH: +61 3 9211 2300

16.) 
Eckoh

Contact Centre Services
Our agents can supplement your existing contact centre by providing help with taking Secure Payment, donation requests, overflow and out-of-hours calls, IVR support, Web Chat and Social Media responses. We ensure your customer card data is completely secure, thanks to our PCI DSS compliant environment.

Unified Agent Desktop solution brings together disparate solutions into one user-friendly interface. It improves efficiency and enhances both the agent and customer experience.
PH: 01442 458300

17.) 
EMS

EMS provides a complete offering of customer support services:
Inbound/Outbound Abilities
Email/Text Solutions
Interactive Voice Response (IVR)
FAQ/Knowledge Base Maintenance
Live Chat
Preemptive Chat
Web Call Back/Co-Browsing Services
Social Networking
Forum Monitoring
Foreign Languages

Methods of communication and support can vary widely for each unique program. Different goals need to be addressed with different customer support strategies. Many of our clients take advantage of multiple support strategies to provide superior service for their end-users.
PH: 800-233-8811

18.) 
Gatestone & Co.

Customer Contact Center and Business Process Outsourcing (BPO) Solutions.
Since 1978, Gatestone & Co. has been providing Customer Contact Center and Business Process Outsourcing (BPO) solutions to a variety of markets globally.

We offer fully-integrated multilingual Contact Center facilities operating 24/7 x 365, located in North America, Latin America and Asia. We have made tremendous investment in our technologies and process innovations to ensure all the right business outcomes while elevating customer satisfaction and brand loyalty.
PH: 1-800-900-4238

19.) 
InfoCision

Over nearly 4 decades, InfoCision’s passion for performance and proven results have driven an evolution to become much more than a contact center. Leverage our contact center resources, or we can help your internal center become more efficient and effective.

We are interaction experts committed to delivering superior customer experience and KPIs, while simultaneously reducing overhead, increasing return on investment, saving time, and minimizing risk. Our people and technology help your brand thrive with 24-7-365 support (phone, chat, email, text, social media monitoring etc.), Level 1 PCI compliance, and a complete, customizable suite of enhancements for internal customer care organizat...
(read more)
PH: 330-670-5817

20.) 
ITM Marketing, Inc.

Customer Engagement BPO Solutions
Our agents average 4.5 years of employment with ITM. Our clients enjoy the same agent team year after year. Ask us how we do it!

Working in a variety of industries, ITM provides inbound and outbound customer care, lead generation, lead qualification, sales and ecommerce utilizing the complete omni-channel... voice, chat, email, sms, social, IVR, bots and more.

PH: 330-878-1700
 
Page: 12



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