Author: Candice Roberts, Founder and CEO, CallForce Outsourcing Solutions
A stronger connection between leaders and our greatest asset, the people we employ, is critical in this new highly competitive world of business.
Within the BPO sector, success has 2 key ingredients - customer satisfaction as the outcome and employee satisfaction as the foundation.
Ultimately the way our people feel about our brand, translates into the kind of brand experience that our customers have.
Right now, we are facing a very interesting time in the search and retention of talent – the parameters and value proposition we offer to our people has changed, flexibility being a key component to employee satisfaction.
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Another critical component is the need for leaders to reestablish a healthy connection with their employees to ensure they feel safe, heard, understood, guided and empowered. This is fundamental to strengthening operational cohesion, again translating into exceptional customer brand experiences.
As leaders, it is increasingly important to keep your ear to the ground to effectively support the ongoing feedback loop between customers and employees to drive innovation, efficiency, empathy, technology deployment and adoption, training and insights.
We need to be actively involved as the driving force in re-establishing the connection with our teams to leverage the broader groups experience. These insights often bring a diverse set of perspectives influenced by experience, challenges, resilience and deep-seated knowledge.
Let’s roll up our sleeves and stay in touch with our people as it’s the power of our teams that execute effectively on strategy!
DELIVERING CUSTOMISED CONTACT CENTRE SOLUTIONS FROM SOUTH AFRICA TO THE GLOBAL MARKET CallForce delivers customised contact centre solutions from South Africa to the local and global market. Our customer-centric approach combined with the expertise for process optimisation, technology support and continuous skills development enables us to optimise contact centre and other BPO solutions that deliver the ultimate brand experience. Our successful and proven formula combines the right people and optimised processes with technology and digital skills to deliver of an exceptional customer brand experience. Our 3 South African operational sites are in Johannesburg, Cape Town and Durban. They are equipped to international standards with IT networks and infrastructure, providing a seamless hybrid model of contact centre and remote-based operations. Our omnichannel solutions are supported by smart technology platforms that open new channels and individual touchpoints for direct customer-to-brand communication. We bring every channel together while empowering our agents to engage in seamless conversations with customers across multiple channels
Published: Wednesday, July 13, 2022
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Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
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