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Eep Qualiications Call Center And Customer Service 6 2010

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Qualifications to Provide Call Center Staffing and Consulting

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Eep Qualiications Call Center And Customer Service 6 2010

  1. 1. Qualifications to Serve Customer Service, Call Center and Credit/Collections Industries 2010
  2. 2. Who we are... Not Just Another Temp Service
  3. 3. Who We Are...Globally • Founded in 1983 by Robert A. Funk and William H. Stoller • Largest privately-held 100% franchised staffing system • Fastest growing staffing firm US – past 4 yrs – 4 X industry average • Top 10% in growth and revenue – 2008 Inc 5,000 list • Network of 600 offices in the U.S., Canada, Australia and South Africa • Headquartered in Oklahoma City, OK • 2009 Numbers – Sales: $2.0 billion – Associates paid: 350,000 – Clients served: Over 100,000
  4. 4. Who We Are…Locally • Express Employment Metro Dallas opened 1988 • Mike and Arie Overby assumed ownership in 2003 • Community Involvement: - Irving/Las Colinas Chamber of Commerce – Prior Bd Member and Vice Chair - Workforce Enrichment Council - Founding member of Irving/DFW Airport Transportation Management Association (TMA) - DFW Staffing Management Association – Prior Member Board of Directors - Founder – Boy Scouts of America, Eagle Scout Scholarship Program, Irving, TX
  5. 5. Our Qualifications … Customer Service/Call Center Industry • Mike Overby – 25 years industry experience - VP Customer Service/Call Center Operations -- American Express -- Excel Communications - Call Center Staffing Company Ownership • Call Center Industry Advisory Council (CIAC) – Certification/Testing Organization • US Department of Labor – Office of Apprenticeship – Registered Apprenticeship Training Provider – Call Center/Customer Service Agents and Supervisors • DFW Call Center Networking Group (CCNG) • DFW Society of Consumer Affairs Professionals (SOCAP)
  6. 6. Services to Customer Service/ Call Center Industry Services provided to the call center, customer service, credit and collections industries– inbound and outbound • Employment/Staffing - Temporary and Contract Staffing - Temp to Perm Staffing - Evaluation Hire Staffing - Professional & Direct Hire Staffing - Onsite/Facility Support - Payroll Service • Consulting Services - Human Resources - Customer Service/Call Center Industry • Training and Certification - Customer Service Agent and Supervisor Training and Certification with Service and Support Professionals Association (SSPA) - Call Center Agent, Supervisor, Manager, Consultant, Senior Leader Certification with Call Center Industry Advisory Council (CIAC) - Benchmarking and Best Practices Consulting - Leadership Seminars and Webinars
  7. 7. SSPA Certified Training Programs Express Employment Professionals of Irving partners with Impact Learning Systems and Service and Support Professionals Association (SSPA) to provide training and certification in three (3) customer service programs (see detail on following pages): • Customer Service Suite • Technical Support Suite • Telephone Sales Suite These Programs are Guaranteed to: • Create a world-class, customer-focused culture • Increase customer loyalty • Improve customer satisfaction scores • Reduce service time
  8. 8. Customer Service Suite This suite of programs focuses on developing excellence and a customer-focused orientation in service representatives. It consists of four job- specific training programs and three support programs to facilitate continuous learning. The perfect solution for: • Customer service representatives • Inside sales/order desk representatives • Credit and collections representatives • Anyone who communicates with internal or external customers
  9. 9. Customer Service Training Suite Customer Service Designed for customer service representative, this program teaches your employees the skills to consistently deliver exceptional customer service. Getting to the Heart of Customer Service™ includes on-the-job reinforcement exercises and job aids that support learning, increase retention, and result in positive and professional communication with customers. Available in English and Spanish. E-mail Communication Created for anyone who uses e-mail to communicate with internal and external customers, Getting to the Heart of E-mail Communication™ teaches your employees the skills they need to write effective e-mails. They’ll complete training able to create e-mail messages that are positive, professional, clear and concise. Mastery of these skills results in e-mail messages that take less time, are easier to read, and represent the values of your company. Sales for Service Representatives Developed for customer service representatives in technical and non-technical environments, Sales—The Other Side of Service™ teaches your employees to view selling as a service to customers. Representatives acquire the necessary skills to identify sales opportunities, successfully cross-sell and up-sell, and overcome customer resistance. Representatives who master these skills add value to your current service offering and increase sales for the company. Coaching Skills for Service Supervisors Designed for team leaders, supervisors, and managers in contact centers, Making It Happen™ teaches how to coach employees to reinforce skill use on the job. Participants learn how to create a positive work environment and build a top-performing team. Available in English and Spanish.
  10. 10. Technical Support Suite This suite of programs focuses on developing excellence and a customer-focused orientation in technical service representatives. It includes four job-specific programs that cover essential competencies in diagnostic troubleshooting, technical support, field service, and coaching skills for service supervisors. These programs are recognized throughout the IT industry and are required courses for CompTIA service accreditation and SSPA’s CSP-I, CSP-II, and CSP-S certifications. The perfect solution for: • Hardware and software support engineers • Help desk engineers • Customer care representatives • Field service technicians • Administrative/logistical support
  11. 11. Technical Support Training Suite Diagnostic Troubleshooting This course is designed to improve the technical troubleshooting abilities of technicians at all levels of a support organization. Diagnostic Troubleshooting™ teaches technicians how to apply a clear, logical, and systematic approach to problem resolution using a professional troubleshooting process. They are introduced to common troubleshooting techniques and ways to work with key stakeholders during the resolution process. Technical Support Developed especially for technology-based industries, this program teaches your support professionals the skills they need to consistently deliver exceptional customer service. Getting to the Heart of Technical Support™ includes on-the job reinforcement exercises and job aids that support learning, increase retention, and result in positive and professional communication with customers. Available in English and Spanish. Field Service Designed specifically for field service engineers, Getting to the Heart of Field Service™ teaches your employees to balance the business needs and values of your company with the expectations your customers have for quality service. The result is a program that gives your engineers the professional skills they need to represent your company in today’s competitive environment. Coaching Skills for Service Supervisors Designed for team leaders, supervisors, and managers in contact centers, Making It Happen™ teaches how to coach employees to reinforce skill use on the job. Participants learn how to create a positive work environment and build a top-performing team. Available in English and Spanish.
  12. 12. Telephone Sales Suite Designed for contact center agents or field sales personnel who prospect or manage accounts by phone, this suite provides the skills needed to increase sales and add value to your customers. It includes four job-specific programs that cover essential competencies in inbound and outbound sales, up-selling and cross- selling, corresponding by e-mail, and coaching skills for sales supervisors. The perfect solution for: • Sales representatives • Inside sales/order desk representatives • Sales representatives • Customer service representatives • Anyone who communicates with internal or external customers
  13. 13. Telephone Sales Suite Telephone Sales This program provides your employees with the critical skills needed to prospect, sell, and manage accounts by phone. In Getting to the Heart of Telephone Sales™, sales professionals learn how to engage prospects and customers in value- oriented discussions that lead to qualified leads and closed sales. The course includes on-the-job reinforcement exercises and job aids that support learning, increase retention, and result in positive and professional communication with customers. (Online learning option coming soon.) E-mail Communication Created for anyone who uses e-mail to communicate with internal and external customers, Getting to the Heart of E-mail Communication™ teaches your employees the skills they need to write effective e-mails. They’ll complete training able to create e-mail messages that are positive, professional, clear and concise. Mastery of these skills results in e-mail messages that take less time, are easier to read, and represent the values of your company. Cross-selling and Up-selling Sales—The Other Side of Service™ teaches your sales representatives to create sales opportunities, successfully cross-sell and up-sell, and overcome customer resistance. Representatives who master these skills increase sales for the company and provide additional value for customers. Coaching Skills for Service Supervisors Designed for team leaders, supervisors, and managers in contact centers, Making It Happen™ teaches how to coach employees to reinforce skill use on the job. Participants learn how to create a positive work environment and build a top-performing team. Available in English and Spanish.
  14. 14. Express Employment Professionals Seminar on Exceeding and Surpassing Customer Expectations A 1/2 day seminar for all levels in an organization with desire to: - “Go above and beyond” in exceeding customer satisfaction - Translate improved customer satisfaction into improved profitability Based on two national, best selling books: The Fred Factor: How Passion in Your The Service Profit Chain: How Leading Work and Life Can Turn the Ordinary Companies Link Profit and Growth to into the Extraordinary Loyalty, Satisfaction, and Value
  15. 15. Seminar on Exceeding and Surpassing Customer Expectations (continued) Key Take-Aways’s FromThis Program: • Everyone makes a difference. • The only question at the end of the day is “What kind of difference did you make?” • Everything is built on relationships. • Go beyond simply interacting with customers and colleagues to build relationships • Linkages/coorelation between employee satisfaction, employee loyalty, customer satisfaction, customer loyalty and profitability Educational, Inspiring & Motivational Improved Team Work & Work Ethic
  16. 16. Certification Programs In addition to training and improvement programs, Express is approved by two professional/non-profit associations to provide testing and certification of associates at all levels: - Call Center Industry Advisory Council (CIAC) - US Department of Labor/Office of Apprenticeship
  17. 17. Call Center Industry Advisory Council (CIAC) The Global Standards and Certifications Body – www.ciac-cert.org Express Employment Professionals only certification/testing body located in North Texas. Includes certification testing for: - Customer Service/Call Center Agent - Supervisor - Management Consultant - Operations Manager - Strategic Leader
  18. 18. US Department of Labor Employment and Training Administration- Office of Apprenticeship Express Employment Professionals only non-union, private sector training/ consulting organization authorized to provide apprenticeship program in Customer Service/Call Center Industry. - 2 year/144 hour/yr training and certification program - Entry level Agents to Supervisor training and development - Graduates receive DOL Certificate of Apprenticeship
  19. 19. General Human Resources and Management Training Programs 1. Love ’em or Lose ’em: Proven Strategies for Retention to Become an Employer of Choice 2. The Top 10 Ways Employers Get Sued and How to Avoid Them 3. Recognizing and Avoiding the Hazards in the Discipline and Termination Process 4. Harassment in the Workplace: Managing and Investigating Sexual Harassment and How It Affects Your Bottom Line 5. Managing the Performance Appraisal Process 6. Managing Conflict and Change to Enhance Morale and Team Building 7. Three Critical Issues Facing Today’s Human Resource Professional 8. Leadership Fundamentals (Multiple Modules) 9. The Myths and Magic of Supplemental Staffing: Critical Knowledge for Managing Your Contingent Workforce 10. Navigating the Maze of The Fair Labor Standards Act (FLSA) 11. Earning Your Place at the Table – HR’s Greatest Opportunity 12. Independent Contractor vs. Employee: You Decide 13. Managing Organizational Change – HR’s Greatest Opportunity in the 21st Century 14. Monday Morning Leadership 15. Customer Service (Employee) 16. Managing Customer Service Organizations 17. How to Deal with the Problem Employee 18. Human Resources Roadtrip – Blind Curves, Closed Roads, and Other Hazards of 2009 19. Leadership in Turbulent Times: Strategies for Surviving in an Economic Downturn 20. Lessons Learned from the Top 10 Leadership Mistakes
  20. 20. Questions? Contact: Mike Overby, Owner 4070 N. Beltline Rd #126 Irving, TX 75038 972-258-4981x216 – office 469-222-5559 – cell mike.overby@expresspros.com www.irvingexpress.com

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