inContactThe Power to Put Your Customers Firstwww.incontact.com | 1.866.965.7227 | info@incontact.com
CLEARLINK™Five Ways to Transform Your Culture and     Transform Your Contact Center
CLEARLINK™-Marketing experts that work with nationalbrands to sell their home services. A variety of marketing   channels ...
The Culture We Didn’t Want
The Culture We Created
How We Create “The Best Place to Work”      Hiring Practices      Training      Community Involvement      Incentives ...
Where You Can Start Do we really have the people we want? Is training geared towards the people  we hire? Do our employ...
Results That Matter 2010 most profitable year for  CLEARLINK Low monthly turnover with aggressive  min expectations Hig...
SummaryWe believe that culture has a strong say onwhether people leave our organization. Weconcentrate on culture, content...
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Transform Your Culture & Contact Center (CLEARLINK)

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The Frontline call center presents effective strategies for hiring, managing and retaining work-at-home agents.

This fascination presentation details how a single mother started a call center in a small region popular for summer holidays. With a local year round population in need of work she decided a call center would be an ideal opportunity.

Learn how she overcame an array of challenges relating to hiring, managing and maintaining a call center in a lightly populated area. By improving hiring practices, training and community involvement you can transform your employees and call center into profit creating assets.

Published in: Business, Career
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Transform Your Culture & Contact Center (CLEARLINK)

  1. 1. inContactThe Power to Put Your Customers Firstwww.incontact.com | 1.866.965.7227 | info@incontact.com
  2. 2. CLEARLINK™Five Ways to Transform Your Culture and Transform Your Contact Center
  3. 3. CLEARLINK™-Marketing experts that work with nationalbrands to sell their home services. A variety of marketing channels are utilized. Customers find our marketing efforts and call our contact center.
  4. 4. The Culture We Didn’t Want
  5. 5. The Culture We Created
  6. 6. How We Create “The Best Place to Work”  Hiring Practices  Training  Community Involvement  Incentives  Retention Programs
  7. 7. Where You Can Start Do we really have the people we want? Is training geared towards the people we hire? Do our employees talk positively about our company to their friends? Are people motivated? Do our people want to stay here?
  8. 8. Results That Matter 2010 most profitable year for CLEARLINK Low monthly turnover with aggressive min expectations Highest conversion rates Highest fulfillment/quality Opportunities to serve the community Low training fallout Large hiring pools
  9. 9. SummaryWe believe that culture has a strong say onwhether people leave our organization. Weconcentrate on culture, content, and conversion.Culture drives whether our content is what weexpect, and whether conversion goes up or down.

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