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Telelink Call Centre - ContactCenterWorld.com Blog
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Small business is the backbone of the economy; according to the U.S. Small Business Administration, small businesses, defined as any business with under 500 employees, account for 99.7% of all employers. There’s no denying, though, that owning or overseeing a small business can be difficult, given that there are many things to do to ensure operational efficiency and a finite amount of time and resources to accomplish them.
Due to this, customer relationships are extremely valuable for the long-term sustainability of small business. As explored in Marketing Metrics: The Definitive Guide to Measuring Marketing Performance by Paul W. Farris, et. al., it is about 50% easier to retain an existing customer than capture a new one. In addition, Bain and Company states that a 5% increase in retention can increase profitability by 75%. These statistics demonstrate that while getting new business is no less important, it may be worth considering leveraging relationships with existing customers.
Can Outsourcing Help?
One of the most surefire ways to build upon existing relationships with customers is by offering great customer service. However, what constitutes great customer service, and how can it be consistently delivered with dozens of other things to do? Depending on the size of your small business, it may be worth outsourcing your customer service efforts to a group of professionals. If a business is only staffed by a handful of people, however, it may be jarring to make a phone call and reach someone you’re not familiar with. While outsourcing customer service efforts can certainly be an effective tactic, you need to make sure it makes sense for your business.
You Don't Choose How Your Efforts Are Seen
Customer service also suffers from a bit of a perception problem; it’s not enough for you to think that you are delivering great service. The customer is the one who needs to believe that the service they’re receiving is fantastic. According to Help Scout, the average business only hears from 4% of its dissatisfied customers, so the onus is on a small business to ensure that their customers are happy with their service standards. Many businesses are using technological innovations in order to better track their interactions with their customers, as there are many relationship nuances that a mere occasional survey isn’t able to tell you.
By utilizing an inbound call centre, you have the opportunity to hear every interaction with your customers, and better understand them as individuals. Even in an increasingly text-based society, tone of voice and cadence are powerful tools to strengthen a relationship, and by offering customers an opportunity to talk to a live person as opposed to leaving a message or sending an email, you are demonstrating that you care about their specific needs and are creating additional value in the relationship.
As a small business ourselves, the Telelink team understands the specific challenges you may be facing in trying to communicate more effectively with your customers. If you’re interested in leveraging our 50 years of experience to deliver better service to your customers, click here!
Publish Date: July 19, 2016 5:00 AM
What is Journey Management?
Different organizations may define Journey Management in different ways, but at its core the objective of Journey Management is to eliminate driving related incidents that bring harm to people and property. Organizations can minimize this potential injury and damage!
What sets Journey Management apart from other employee and asset monitoring programs is its preventative nature. Journey Management is focused on risk mitigation, on preventing incidents before they happen.
The 5 Fundamental Components of a Journey Management Program
1. Journey Management Policy & Procedure
What Constitutes a Journey?
When developing a Journey Management policy the first thing to do is to define what constitutes a journey:
- How do you categorize a journey for your employees?
- How a journey is defined has to make sense for your company and operations.
- Is there a minimum distance requirement?
- Is it defined by geographical areas?
It’s important to clearly define what constitutes a journey in your organization, so your employees know when to book one!
Which employees are covered by your Journey Management policies and procedures?
Your regulated drivers or field staff who drive regularly are probably already in a routine that complies with the company’s Journey Management procedures. But what about employees who only travel on occasion for business, like your sales people or your executives travelling to conferences? Does your company need policies and procedures that cover routine as well as non-routine journeys? It might!
Defining Roles in Your Journey Management Procedure
Who is your Journey Manager? They will be monitoring the journey and assuring compliance. Who are your drivers? Who has the authority to approve a journey? And who are your Emergency Contacts? Do they know what their responsibilities are if they get a call and something has gone wrong?
Every Journey Management Procedure includes a set of documents with which your employees interact. Your Journey Plan is one of these documents. It includes all the information about the trip, including anything that can be foreseen ahead of time. It might also include a Trip Risk Assessment, a procedure for check-ins (depending on the risk level) as well as an escalation procedure. This document can take many forms such as a word or excel file, or even an automated record stored as part of a software package.
2. Developing Your Journey Management Plan
Your Journey Management Plan acts as a Journey Record and proof of compliance when it’s required. This is the place to evaluate all potential risks that can be assessed ahead of time. You might assess:
- Does the driver have the proper training and qualifications?
- Is the driver familiar with the route?
- Could this travel be avoided?
- Are there other employees who can share the driving?
All of these things can be foreseen ahead of time!
Your Journey Record must contain proof of approval, if this is part of your procedure, in order to prove compliance. Signatures by both supervisor and driver, a saved copy of the email acknowledging approval, JM software showing electronic approval, or call recordings are all acceptable.
If you are looking for a sample Journey Management Plan to get started, do a quick Google search. There are plenty online. You can tweak it and make it your own. There’s no need to re-invent the wheel.
3. Performing Trip Risk Assessments
The whole goal of Journey Management is to prevent high-risk journeys from ever occurring in the first place.
Trip Risk Assessments are performed on the day of travel. The goal is evaluate potential risks: Are the weather and road conditions suitable? Is the driver’s cell phone or satellite device adequately charged? Is the load properly secured? How many hours has the driver been on duty?
If your employees are embarking a high-risk journey, ensure there is a proper approval workflow in place to evaluate the necessity of the trip.!
Keep it simple. Lengthy risk assessments on the day of travel can be cumbersome and cause frustration for workers, who might get into a habit of just ticking the boxes. Find the balance between risk mitigation and user adoption.
4. What are Telematics?
When we say telematics we are referring to a Vehicle Monitoring System. What telematics provides is real-time location as well as proactive alerts that may indicate an issue prior to a missed check-in—things like airbag deployment or g-force rollovers. Telematics can also be used for geo-fencing a location. Geo-fencing allows employers to track vehicles kept at a central location.
Telematics isn’t essential to maintain an effective Journey Management program, but it does provide valuable information during an emergency and can raise the alarm to a potential issue long before a missed check-in.
5. Journey Management Centre
Once your Journey Management Plan is in place and you begin to grapple with the scope and implementation of safety procedures, you might begin to consider the benefits of using a Journey Management Centre.
- Journey Management Centres have a dedicated monitoring team on watch 24/7 providing round-the-clock support to drivers and supervisors
- Software consolidates ALL your data inputs in one place and tracks everything automatically
- Real-time visibility in place for your travelling employees
- The compliance records you need for reporting are generated automatically
- Automated alerts let us know when something is out of compliance and we can follow up with you right away
If you are looking for a sample Journey Management Plan to get started or want to find out more about Journey Management services, contact us. We’ll steer you in the right direction!
Publish Date: July 7, 2016 5:00 AM
Some companies operate around the clock, but even if yours doesn’t your customers will have questions outside regular business hours. Normally, they just hold their questions and wait until you open before calling in. Then, once you open for business and your customers finally call in, it’s no surprise they’re eager to reach you right away.
Do your customers end up on hold?
Even businesses that answer their phones quickly run the risk of being bottle necked by high call volumes or heavy workloads at busy times. And in some cases, the customers who have been waiting for your business to open, and waiting to speak to you directly, get stuck on hold. Businesses lose customers every day by leaving them on hold for too long.
How long are your customers willing to wait?
Data collected by dialogtech shows the average time a caller waits on hold is 56 seconds. It’s much longer for small businesses, who have the longest hold times at about 1 minute and 47 seconds on average. This is often due to their stretched resources. Even though customers probably understand why they’re on hold longer with a small company, and they’re willing to wait, holding on the phone for too long does effect customer satisfaction.
Anytime you wonder how customers are feeling when they’re stuck on hold for extended periods, go read the live tweets curated in real time at #OnHoldWith.
Medium businesses have much shorter wait times: about 39 seconds on average. Callers to large and extra-large businesses hold for an average of 45 and 52 seconds respectively. Even when your customers are willing to wait on the line, dialogtech’s analysis shows that 15% of them will hang up after about 40 seconds of holding.
Being in operation since 1965 has allowed Telelink to collect 51 years of call volume data and to predict and prepare for peak call times accordingly. Telelink answers 80% of calls within 30 seconds. And that’s our service level agreement with our customers.
So Should You Offer Quick Solutions to Serve More Customers Faster?
Call answering agents are much more than sources of information these days. They’re frontline brand representatives. The best customer service agents understand their role as brand ambassadors. They make sure they’re prepared to handle a wide range of questions and calls. Today’s customer service agents go far beyond simply following a script over the phone.
The best agents understand their role as advocates. They’re ready, willing and able to work with customers to resolve issues that can’t always be fixed quickly and easily. So sometimes you can’t simply pick up the phone and offer those quick solutions that would allow you to serve more customers faster on your main line at work.
Sometimes you just need a greater capacity to answer more calls at peak times. And providing a higher quality customer experience by partnering with a team like Telelink becomes a competitive differentiator for your business! We’re here when you need us.
Publish Date: July 5, 2016 5:00 AM
Business owners work hard to make their business grow. But growth always comes with growing pains! There’s no debate about the importance of customer service along the way. Every business understands that keeping existing customers happy is a top priority. The challenge may be to maintain quality services as your business expands and your customer base grows. And as you work to meet increasing demands, achieving a healthy work-life balance seems lost somewhere on the horizon.
An organization becomes bewildered rather than energized when it’s asked to do too much at once.
- Michael Hammer & James Champy, Reengineering The Corporation
When your business is growing and you’re in the thick of it, that’s when it’s time to consider outsourcing. But when do you know for sure that you ARE in the thick of it? It’s time to consider outsourcing your customer service when:
4. Your Business Is Sacrificing Customer Service In Order to Scale
There comes a point as your business grows when you find yourself in a balancing act, offsetting business growth with the quality of your products and services. You might start to ask yourself if the issues resulting from growth are starting to outweigh the benefits.
Then at some point, whether you offer a service or a product, your business will have to sacrifice in order to scale. This might mean that you cannot manage every client relationship, or inspect every product, personally.
At this point, many businesses begin to consider outsourcing their customer services to a company they can trust and partner closely with. This is where Telelinkcomes in.
2. Answering Phones Involves Problem Solving and Risk Management
Publish Date: April 29, 2016 5:00 AM
How to Reduce Your Lone Worker Risk With A Simpler Safety Program
Publish Date: April 8, 2016 5:00 AM
Safety & Savings: The Case for Outsourcing in the Energy Sector
As a safety service outsourcing company to the oil & gas industry, Telelink has learned from our customers that certain forces in the market make outsourcing an ideal way to reduce costs and lean operations. Now more than ever, as oil prices linger below $50/barrel, organizations are feeling the pressure to reduce costs and make due with less.
Divesting of business processes which do not fall in line with your organization's core competency can result in that same process requiring less time, money, and resources. For example, drilling companies focus on getting oil out of the ground. Hiring a team of professionals to run an internal lone worker monitoring centre for field staff will cost more in terms of time, human resources, and infrastructure than outsourcing to a monitoring partner who specializes in this work.
In the current economic environment, certain market forces are making outsourcing a more attractive and logical option than ever. Let’s take a look at those forces in more detail.
At present, rising costs are being driven both by cyclical factors and the end of “easy oil.” Global offshore oil and Alberta’s oil sands both have high overhead costs to access the oil. With the price of a barrel so low, the profit margin has shrunk considerably for companies that must deal with high operational costs. This not only impacts upstream organizations with investments in these areas, it also has a huge impact on service companies who now find themselves with fewer projects to execute, and intense pricing pressure from their customers.
Perhaps your organization is in this situation and is performing non-core business processes internally, which is cutting into profit margins and stunting optimal productivity. Outsourcing non-core processes can greatly help an organization adjust in a period of rising costs and lower oil prices.
Reducing the cost of operations will be crucial if companies expect to maximize value for their stakeholders. Many shareholders are pressuring energy sector companies to cut back on expenditures, and focus on buying back shares and increasing dividends. This renewed focus on lowering spending has put oilfield services companies and equipment manufacturers under pressure to control costs and lower pricing. As upstream organizations continue to squeeze contractors to lower costs, oilfield services companies will need to further increase operational efficiency as well.
According to CGI, companies that outsource and measure progress have reported 30 to 50 % reduction in administrative and general costs. This is due to outsourcing reducing a company’s internal headcount, meaning less spent on wages, benefits and office resources. All of which are music to a shareholder's ears.
One of the largest costs to any organization is that of its employees. Outsourcing can be a way of finding great talent without having to hire an individual to do the job internally, which is associated with more long-term overhead costs. Outsourced partners or suppliers are experts in their fields, and you can cost share them with other organizations availing of their services.
It’s not easy or cheap to find knowledgeable high-level employees for your organization, especially in an industry with a depleting talent pool. In many cases, your organization doesn’t require a full-time employee or large team. A well-seasoned outsourcer is able to provide insight and advice needed to rejuvenate aging business processes, all without breaking the bank. Sourcing, selecting, retaining and training employees in an in-house centre can be a long, arduous and expensive process. Companies that specialize in providing quality-outsourced support have the employee base with the knowledge and skills to provide proper service and support.
In today's world of economic volatility, cutting back on expenditures and personnel is an unfortunate reality for many organizations. In industries such as Oil & Gas, it is crucial to ensure these cutbacks do not affect corporate values, such as employee safety. Staffing cuts have reduced many 24/7 dispatch and supervisory teams, those most often responsible for monitoring drivers and lone workers, to regular business hours leaving many overnight employees exposed to unnecessary risk. Outsourcing life-saving systems such as lone worker monitoring and journey management can lighten the Health and Safety load, and reduce the number of incidents.
To find out more about how Telelink has helped many Energy sector companies reduce costs and improve safety, click here!
Publish Date: April 6, 2016 5:00 AM
Three Steps Toward Good (Really Good!) Customer Service
We're all customers. We've all made customer service calls to businesses. We've all experienced good service and bad service. Most of us have never called a company to make a complaint. Instead, most of us voice our complaints to family, friends, neighbours, co-workers or anyone who will listen.
Publish Date: April 6, 2016 5:00 AM
It Pays To Keep Current Customers Happy
Gaining new customers is not only more expensive than keeping the ones we have satisfied, it requires a lot more effort. According to a survey conducted by the White House Office of Consumer Affairs, customers are likely to spend as much as 10 times the value of their first purchase. That’s significant, especially when we consider that it takes a lot less effort to sell to existing customers. Did you know that it’s 6 to 7 times more expensive to acquire a new customer than it is to keep current customers happy? Insights from Marketing Metrics analyses support the same conclusions. While we only have a 5-20% chance to selling to a new customer, there is a 60-70% probability of selling to our existing customers.
Publish Date: March 24, 2016 5:00 AM
4 Reasons we Love Answering Your Calls
Variety is (still) The Spice Of Life
You might be surprised at the variety of calls we answer at Telelink. We schedule appointments, record and send messages, even dispatch to on-call staff. We process orders, manage customer support lines, and also provide technical support. And we love it!
We Love That Sense of Assurance
Being trained as part of an expert team that’s been answering the phones for over 50 years gives us all a sense of assurance. We’ve learned a lot in that time. And we enjoy being that trusted voice on the end of the line where we get to extend that same feeling of assurance to our callers.
“I wanted to pass along my big thanks for the awesome job your [Telelink] team does for us. You are truly an amazing extension to our team and service.
As you merge your team with ours, I wanted to validate that it is done magically . . . seamlessly.”
~ Charlie Oliver, President of Martek Properties
It’s a Good Partnership!
When we pick up the phone to provide front line services for a client, it’s a unified partnership. Our voice on the line is a seamless extension of their brand. Because our answering services are customized with every client, we are set up to support every client’s existing business processes.
This allows our clients to dedicate themselves more fully to their business, focusing on the work they are known for. And we get to focus on delivering excellent customer service, which is what we are known for.
“We want to partner with great people who share our vision, and Telelink is a trusted partner who really understands our business and is responsive to our changing needs.”
~ Todd Parker, CEO of Blue Spark Energy
Change Keeps Us On Our Toes
Change is inevitable. Because our services are set up to match our clients’ needs, we are ready (and we have to be ready!) to pivot with our clients to support changes in their business.
If an existing client launches a new product or service, for example, we’re ready to respond with inbound customer service support. If a new client decides it doesn’t make sense to employ a full-time receptionist, but they need to keep their front office running smoothly, Telelink is ready to step in as their virtual receptionist to provide the customer support they need and keep customers satisfied.
Keep those calls coming!
Publish Date: March 2, 2016 5:00 AM
Last week, we talked about how Lone Worker legislation has evolved across North America in recent years. This week, we look at the evolution of worker safety in our day-to-day lives. Does public opinion impact safety procedures in companies? Naturally, company compliance has also evolved to keep pace with the new legislation also with the court of public opinion, which we will explore in next week's blog.
The Culture of Worker Safety in 2016
Nowadays, both the general public and employees put a higher premium on workplace safety in our culture. When we examine how the expectation of safety has evolved, there are three things driving the cultural shift:
Lone Worker safety legislation has evolved, therefore, workers in 2016 are far more aware of, and vocal about, their rights. And with a lot more employees entering Lone Worker situations these days, workers want to be protected on the job. Lone Workers realize they assume higher risks at work, and they have become more insistent about good safety procedures.
As the baby boomers age and retire, there’s competitive pressure on employers to attract and maintain new employees. A sure way for companies to do that is to establish a good safety record and demonstrate that they protect their employees. Workers will seek out companies that have the right safety measures in place, and they are much more likely to stay with a company that has a good safety program.
There are a lot of professional organizations in operation, like the National Safety Council, that serve to make the workplace measurably safer. There are also organizations not focused primarily around safety, such as the Equal Employment Opportunity Commission, that are zeroing in on safety issues and advocating for Lone Workers too.
We live in litigious times. While a lot of recent legal cases involving employer negligence have resulted in increased payouts from corporations, they have also pushed forward legislation and protection for workers in general and for Lone Workers in particular.
If you'd like to learn more about this topic now, check out the webinar below.
Publish Date: February 12, 2016 5:00 AM
If we summarize it in a nutshell, Lone Worker legislation across North America requires companies and organizations to take measures to ensure the safety of their employees. But let’s back up for a moment and look at how we got here.
Canadian Lone Worker Legislation
In Canada, Bill C-45 of the Criminal Code requires organizations, and even individuals, to take all reasonable measures to protect employee safety.
Tragically, the famous case in Canada that lead to Bill C-45 was an underground methane explosion at the Westray Mine in Nova Scotia on May 9, 1992. The explosion killed all 26 miners working underground at the time. The public inquiry and report that followed found the Mine was mismanaged, miners' safety was ignored, and poor oversight by government regulators led to the disaster.
As a result, two managers were charged with 26 counts of manslaughter and criminal negligence causing death. But there was a failure to prosecute them based on Canada’s existing laws at the time, and the case was ultimately dropped.
In response to the Westray Mine disaster, the Federal government enacted Bill C-45, which became law in March 2004. The Bill established new legal duties for workplace health and safety and imposed serious penalties for violations that result in injuries or death, including 10 to 25 years imprisonment for individuals who are found criminally liable and a fine up to $100,000 for a summary conviction with no maximum fine for an indictable offense.
American Lone Worker Legislation
In the United States, it is OSHA 1915.84 that outlines lone worker regulations specifically. When employees work alone, such as in a confined space or isolated location, employers have to account for each employee throughout each shift at regular intervals and also at the end of the job assignment or work shift either by sight or by verbal communication.
There is a famous American case in 2010, where 21 janitors in California, and the U.S. Equal Employment Opportunity Commission (EEOC), filed suit against ABM for failure to protect their female janitors from sexual assault on the job. ABM is one of 15 American corporations to be sued three times by the Federal government for failing to protect their employees from sexual harassment at work. And female janitors, working in isolation or overnight are at higher risk for a violent attack. ABM settled out of court with a $5.8 million payout.
This video excerpt summarizes the legislation and employer accountability around Lone Worker safety.
When we hosted this webinar last year (excerpt above), there was a good question from one of our viewers. If you are a site owner, you may be wondering this as well:
Is a site owner responsible for the safety of contractors’ workers while they’re working on site?
The short answer is yes. Site owners are ultimately criminally liable if a contractor on their site does not have lone worker procedures in place. What we recommend is that site owners require all contractors to include their Lone Worker procedures up front as part of the bidding process before any work begins.
Whether you own a site where workers operate in isolation or a company that employs Lone Workers, safety monitoring is one of the most important procedures for employers to put insurance in place, to operate in compliance with Federal legislation, and most of all to protect the safety of their employees working alone.
Next week, we’ll be talking about the cultural shift around worker safety, and why it's widely viewed as an investment, not a cost! If you'd like to learn more about this topic now, check out the webinar below.
Publish Date: January 28, 2016 5:00 AM
A hundred years ago, the average company stayed in business for 67 years. Compare that with the business sector these days where the average is just 15 years.*
If we look back at Telelink’s 50 years in the customer service industry and you asked us: "what’s the secret to staying in business so long?", we would probably mention three things.
First, we would introduce you to our team. They’re not only skilled and engaged at work, they’re good people around the clock!
Next, we would tell you something very simple: we’re focused on adding value to our customer’s businesses. While we actively look for ways to add value, new ideas show up. With those new ideas come new opportunities. We’re receptive to opportunities that meet our customers’ needs, and we focus on making continual improvements. We embrace innovation. Other business leaders might say:
“Innovation distinguishes between a leader and a follower.” - Steve Jobs
We would agree with that.
Innovation is how it all began. In 1965, when Tom Ryan founded Telelink as Newfoundland’s first customer service call centre, he changed how businesses connected with their customers. And today we’re still finding new ways to make our clients more successful.
And there is something to be said for 50 years of experience too.
One competitive advantage is that we have developed our best practices over five decades, and we have become ISO 9001:2008 certified to keep quality systems in place across the organization. With that amount of experience and accountability, coupled with experienced customer service agents answering your calls, we can truly be trusted advisers to our customers.
We hope Telelink is top of mind when you are looking for Answering services or when you need an Emergency & Safety monitoring solution for your employees.
Publish Date: January 22, 2016 5:00 AM
Lone Worker 101
Employers across North America are responsible for worker safety. And companies that employ Lone Workers are required to take reasonable measures to ensure the safety of their employees. So what does this mean for companies with employees who work away from the base office? What about employees who work on site but are isolated from other workers or supervisors? What if your employees work overnight and handle cash? Do you employ a team of workers who are stationed in a remote area? Are they considered lone workers?
The definition of a Lone Worker varies a lot from region to region, across different sectors, and from company to company. When we talk about a Lone Worker in terms of workplace safety, however, we can all understand it in the same way:
“Job activities carried out in isolation from other workers or without close supervision.” – service.gov.nl.ca
Are employees in your organization included by this definition? Let’s consider five different categories of Lone Workers:
Publish Date: January 19, 2016 5:00 AM
While researching for a webinar on the topic of Lone Worker Monitoring, I came across an article discussing an incident on an Alberta construction site involving a lone, female security guard working after-hours. A mobile unit was driving around the site every few hours to check in on her, and she could contact the site’s dispatch at any time. On the night of the incident, however, dispatch didn’t answer her call, and the mobile unit was nowhere near. As an intruder entered the premises, she called dispatch for help, and was connected to a recording. The result? She was sexually assaulted, and her company, Garda Security, was fined $90,000 under Alberta’s Occupational Health and Safety Act.
This case exemplifies an all too familiar problem with lone worker regulation, and what is perceived as “acceptable” compliance measures. The portion of the Alberta Health and Safety Act that addresses lone working states the following:
"the employer must […] ensure workers have an effective means of communication between the worker and persons capable of responding to the worker’s needs in case of an emergency or the worker is injured or ill."
In this case, Garda provided the employee with what they accepted as an "effective means of communication" to contact dispatch, who were considered "capable of responding". However, with no one answering the call, could this really be considered an effective means of communication?
This problem extends far beyond Garda. Too many organizations rely on their supervisors or managers to monitor their lone workers and drivers around the clock, and act as the primary point of communication in the event of an emergency. Supervisors generally know who is going where and when, so it may seem logical they would be the individual monitoring whether or not the lone worker gets home on time, or taking a call if their employee is in distress. But what happens when the supervisor is home in bed while an employee is called out to repair a piece of machinery overnight?
Some would argue,“Well if the employee is in distress and calls a supervisor in the middle of the night, we would expect him or her to take the call.”
This only works when the employee in distress is able to make the call, and the supervisor hears it. If an employee is unconscious and can’t signal for distress, the only back-up is a missed check-in which will signal there may be a problem. Can we expect supervisors to set their alarms at 2 hour intervals during the night to monitor whether or not an employee checked in? Will we forgive them when an urgent call, or a missed check-in, goes unnoticed because they were tied up in a management meeting or on another phone call? One thing is for certain, the law won’t forgive them.
Bill C-45 states:
"Everyone who undertakes, or has the authority, to direct how another person does work or performs a task is under a legal duty to take reasonable steps to prevent bodily harm to that person."
In the eyes of the law, a supervisor who is the designated monitor of a lone worker is ultimately responsible for that employee. A missed call or missed check-in that goes unnoticed and leads to injury or death could result in a criminal negligence, or criminal negligence causing death, charge and up to 25 years in prison for a supervisor who was simply busy with other priorities, or at home preoccupied with their personal lives. Any lone worker who faces risk, whether it be injury or violence, deserves to have a reliable means of getting help when they need it most.
This begs the question: if supervisors aren’t suitable as a reliable means of getting help to an employee in distress, who is? That’s where Telelink saves the day; we stay up all night so you don’t have to. With a 24/7 monitoring centre divided into two teams, monitoring and emergency response, no call goes unanswered, no missed check-in goes unnoticed, and no alert is ignored. Not only does this save lives, it saves your organization dollars by preventing costly fines and legal fees, and saves your supervisors time by automating compliance and paperwork.
More on that in our next post on automated compliance! For a more detailed explanation of the legal responsibilities of your organization, and best practices on how to achieve compliance, check out the webinar below:
Publish Date: December 3, 2015 5:00 AM
Purchasing a new product or service can be intimidating, especially when it’s your first time and you aren't accustomed to the “talk of the trade”. Take car buying for example: if you’re anything like me, you nod, smile, and discreetly start Googling when the salesperson talks about DCTs and MFI-Cs. This process is uncomfortable and often leaves you with more questions than answers.
Nearly every industry has their version of a secret language, and Contact Centers are no exception.
To help you translate and “talk the talk”, we've compiled a list of some of the most common abbreviations and terms used in the Contact Center world. Whether you’re in the market for Contact Center services, are starting a new job at a Contact Center, or simply want to learn the language, this glossary of terms is a great reference tool.
- ACR (Abandon Call Rate)
This rate represents the percentage of calls abandoned by the caller before they actually get an answer.
- AHT (Average Handle Time)
Average handle time is a really important indicator of the quality of customer service. It is a metric for the average duration of a single interaction, often measured from the customer’s initiation of the call including any hold time, talk time, and related tasks that follow the interaction .
- ACD (Automatic Call Distributor
Automatic Call Distributor (ACD) is a system that redirects all incoming calls to the center to suitable and available agents. Of course, this system is able to manage many calls at once.
- Average Speed of Answer
Average Speed of Answer or ASA is the average amount of time needed for calls to be answered in the contact center.
- Contact Center Services – Dedicated
Is a dedicated division in which contact center agents are specially trained to handle a single client. The advantage of a dedicated division is that calls will be answered by a specialist verses a generalist, and metrics like average handle time and abandon call rates can be tightly controlled.
- Contact Center Services – Shared
Is a division where agents are trained on multiple, often hundreds, of different client accounts. Agents in this division are considered “generalists”. Because metrics like average handle time and abandon call rates are more difficult to control in a this division, shared contact center solutions are often the most cost efficient.
- Call Recording
Many professional contact centers use call recordings to check the quality of their employees’ performance. Callers are usually informed if the call will be recorded before the conversation starts.
- Call Rounding
Call rounding is the unit of measure for billing purposes. Agent minutes are rates charged for agent work time and are billed in 30 seconds increments i.e. for a call that is less than 30 seconds the billing will be billed at a minimum of 30 seconds. If a call is 35 seconds it will be rounded to 60 seconds and so on.
- DID (Direct Inward Dialing)
“Direct Inward Dialing” is a unique telephone number given to the client to dial to forward their lines to a contact center to answer. Once assigned to the account the DID is dedicated and reserved for the clients use.
- FCR (First Call Resolution)
FCR or First Call Resolution is an indicator for the efficiency of one agent regarding their first interaction with a customer. In an ideal world, all problems should be resolved after the first call to the call center.
- Interactive Voice Response (IVR)
A technology that allows a computer to interact with humans through the use of voice and tones input via keypad. IVRs can be programmed to allow the caller to press zero and be transferred to a live agent at any time.
How Telelink Can Help
For over 50 years, Telelink has been providing customer support solutions that exceed industry standards and customer expectations. Our focus on operational excellence is demonstrated by over 30 awards, 150 dedicated employees, and over 400 customers throughout North America.
Keep your front-office running smoothly and your customers satisfied with award-winning 24/7 Telephone Answering and Inbound Customer Service solutions from Telelink.
Publish Date: March 30, 2015 5:00 AM
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