Staples call center: New Staples logo does what it says on the tin (sort of)

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New Staples logo does what it says on the tin (sort of)

Is it a staple? Is it a table? Nope, it’s the new Staples logo, which was revealed earlier this week with dramatic fanfare. The office supplies company, which currently operates over 1,500 stores in North America, revealed the new branding alongside five new internal product ranges designed to appeal to its business customers.

At the heart of the rebrand is the new symbol, which looks like a straightened out version of the staple found in the company’s previous logo (below).

The previous logo worked the staple motif into the lettering

In that logo design, which had been going strong for over 25 years, the staple motif was worked into the brand name, complete with a bent end to keep the name legible. This was a nice, personal touch that’s sure to be missed by shoppers, but Staples felt it was time to modernise.

Given that a straightened out staple is going to function better than a bent one, we can’t fault the logic behind the rebrand. It’s an elegant way of communicating that Staples will help businesses work.

Is it a staple or a table? Make your mind up!

However, there’s a bit of ambiguity around whether it’s even a staple at all. Other promotional material position chairs behind the motif, turning it into a table.

Maybe we’re over-thinking it, but if your brand name is staples and the big staple-looking symbol next to the word staples isn’t a staple… maybe you’ve missed the mark? We’d ask the team behind the rebrand for some clarification, but nobody has been credited for the design.

Either way, the enthusiasm of the Staples team in the announcement video is enough to make the rebrand work. Just ignore the fairly nightmarish delivery of the guy who says “your work and your life are one”.

While this might not sound like the work-life balance that creatives crave, at least Staples seems genuinely passionate about creating a comfortable working environment furnished with the best office chairs, tables and stationery.

Don’t believe us? Check out the announcement at the 2019 Sales Conference, which was even more dramatic. 

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Call Staples – Help Center – Answers To Your Customer Service …

If you are looking for call staples customer service, simply check out our links below :

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COVID-19 Customer Impact; Managing Your Account; Staples Rewards & … for within our Help Center, feel free to contact us via one of the options below:.

https://www.staples.com/sbd/content/about/investorcontact/

Contact Us. Customer Service 1–800–3STAPLE [email protected] Corporate Information 500 Staples Drive Framingham, MA 01702 508–253–5000 …

https://weddings.staples.com/custserv/contactus.jsp

Phone Support: Monday – Friday 8:00 am – 4:30 pm CST … Email. Complete the form below and a Customer Service Representative will be in contact with you.

https://www.staples.com/sbd/content/chat/chat_closed.html

Live customer support is available Monday through Friday, 8:00 am – 8:00 pm (EST). You can reach us by email at [email protected], or call us toll free at 1-800-3STAPLE.

https://www.staples.com/hc?topicId=5

If you have more questions, please contact us by selecting ‘Click to Chat with a Staples Expert’ under the ‘Need a Staples Expert?’ panel to the right or via phone …

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Call Customer Support 1 (800) STAPLES. Email … We’re at your service. Find A Store Near You Get store hours, phone numbers, driving directions and more.

https://www.staples. com/sbd/content/help-center/placing-and-canceling-orders.html

I would prefer to order over the phone. Is there a number I can call? Yes, just call us at 800-333-3330. … Customer Service. Help Center · Returns · Shipping …

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Please chat with us or call us as soon as possible at 800-333-3330 to speak with a member of our customer service team. However, if you would like the driver to …

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Staples – Remote Work From Home & Flexible Jobs

About Staples

Researched & Written by
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A Fortune 500 company cited on the S&P 500 Index and distinguished as one of Forbes magazine’s “Most Sustainable Companies,” Staples is one of the largest office products companies in the world, operating in North America and generating approximately $23 billion in annual sales in 27 countries. The company’s Easy Button feature demonstrates Staples’ mission, which is to make purchasing office supplies simple and efficient. Founded in 1986, the company is headquartered near Boston in Framingham, Massachusetts.

Offering “anything your office needs to run at its absolute best,” Staples’ work solutions, products, and services encompass breakrooms, facilities, furniture, office supplies, promotional products, print and marketing solutions, and technology. The company supports businesses of all sizes, ranging from “sole-preneurs” to Fortune 100 companies. Moreover, Staples “meets customers where they are,” offering low prices over multiple channels, such as AI-powered commerce, ecommerce, direct sales, mobile platforms, and retail.

As an employer, Staples has been recognized by the Human Rights Campaign as one of the “Best Places to Work for LGBT Equality.” Associates, or “members,” are given a collective voice and many forums to celebrate common bonds and differences. The company strives to foster deeper engagement among its staff by offering numerous associate resource groups, including an alliance of equality and programs for parents, veterans, women in tech, women who lead, young professionals, and more. In the past, Staples has offered part-time and remote jobs to candidates in cities spanning the United States.

Staples uses eGain Live software to provide greater customer service convenience

Leading Online Office Supplies And Business Services Web Site Leverages Online Customer Service Tool

SUNNYVALE, CALIF., (July 10, 2001) – eGain Communications Corporation (Nasdaq: EGAN) announced today that Staples, Inc. (Nasdaq: SPLS) has deployed eGain Live™ real-time interaction software in its customer contact center. Using eGain Live for online text chat and web collaboration, Staples offers instantaneous online customer service assistance at www. Staples.com.
Through eGain Live, customers can interact with Staples’ customer service in a live text chat, typing in questions and receiving a nearly instantaneous response from a Staples.com call center associate. The call center associates can simultaneously assist multiple customers with questions ranging from site functionality to information on products and business services offered on Staples.com..
“With the eGain Live solution, customers can learn more about Staples.com’s time-saving functionality and make more informed selections of everything needed to run a business,” said Christine Komola, chief financial officer of StaplesDirect.com. “eGain Live is an easy-to-use yet powerful solution that not only provides an innovative way to further improve our customer service, it helps increase productivity in our call centers as well.”
“We are very pleased to provide Staples with eGain Live – a software application that can yield fast return on investment,” said Gunjan Sinha, president at eGain. “As the Web gains momentum as an essential customer service channel, we intend to offer the best solutions available to improve customer relationships. eGain Live is an incredibly valuable tool for leading companies like Staples, who want to raise the bar on customer service.”
eGain Live is a Web-based customer service application that enables companies to deliver high value, live assistance to online customers. Communications tools include real-time text chat, escorted browsing, online form assistance, telephone callback, meetings, and support for Voice-over Internet Protocol (VoIP). This award-winning solution enables a company’s customer service representatives to instantly provide customers with pictures, URL links, product specifications, pricing information, order forms and other assistance over the Web. Using eGain Live, service representatives can increase revenues by up-selling and cross-selling while also building customer loyalty.

About Staples, Inc.

Staples Inc. is an $11 billion retailer of office supplies, business services, furniture and technology to consumers and businesses from home-based businesses to Fortune 500 companies in the United States, Canada, the United Kingdom, Germany, the Netherlands and Portugal. Headquartered outside Boston, Staples invented the office superstore concept and today is the largest operator of office superstores in the world. The company has over 50,000 employees serving customers through more than 1,300 office superstores, mail order catalogs, e-commerce and a contract business. More information about the company is available at https://www.staples.com.

About eGain Communications Corporation

eGain (NASDAQ: EGAN) is a leading provider of Enterprise Interaction Management (EIM) software for the Internet. Selected by 24 of the 50 largest global companies to transform their traditional call centers into multi-channel eService networks, eGain solutions measurably improve operational efficiency and customer retention – thus delivering a significant return on investment (ROI). eGain’s best-in-class application suite includes email management, web collaboration and self-service, and a scalable enterprise-wide knowledge management solution. Headquartered in Sunnyvale, California, eGain has an operating presence in 18 countries and serves over 750 enterprise customers on a worldwide basis – including AOL, Charles Schwab and Verizon. To find out how eGain can help you gain customers and sustain relationships, please visit www.eGain.com or call the company’s offices – US: (888) 603-4246; London: +44 (0) 1753 464646; Sydney: +612 9492 5400.

###

Cautionary Note Regarding Forward-looking Statements: All statements in this release that involve eGain’s plans, forecasts, beliefs, projections, expectations, strategies and intentions are forward-looking statements within the meaning of the safe harbor provisions of the Private Securities Litigation Reform Act of 1995. These forward-looking statements, which are based on information available to eGain at the time of this release, are not guarantees of future results; rather, they are subject to risks and uncertainties that may cause actual results to differ materially from those set forth in this release. These risks and uncertainties include, but are not limited to, the uncertainty of demand for eGain products; the anticipated customer benefits from eGain products; increased competition and technological changes in the markets in which eGain competes; eGain’s ability to manage growth; intense competition for qualified employees; and other risks detailed from time to time in the company’s filings with the Securities and Exchange Commission, including the company’s annual report on Form 10-K filed on September 28, 2000, and the company’s quarterly reports on Form 10-Q. eGain assumes no obligation to update these forward-looking statements.
eGain is a registered trademark, and the other eGain product and service names appearing in this release are trademarks or service marks, of eGain Communications Corp. All other company names and products are trademarks or registered trademarks of their respective companies.

Media Contacts:

eGain Communications Corp.
Anne Carr
eGain Communications
(408) 331-7721
[email protected]
Staples Inc.
Debby Hohler
LifeFX
(508) 253-8509
[email protected]

Reduced Turnover: Staples

Staples used Vital Learning’s Vital Leadership courses to reduce their turnover and boost their bottom line.

Staples is the world’s largest office products company and a trusted source for office solutions. Staples was founded in 1986, and today has annual sales of $25 billion. With 90,000 associates worldwide, Staples has a presence in more than 26 countries.

When Staples built their new state-of-the-art Staples Contract call center in Halifax, Nova Scotia in 1999, the company experienced explosive growth in the workforce. Within 18 months, the new facility housed 750 employees. According to Krista Soucy, Senior HR Manager, “We had high turnover during that first year and whenever possible we used internal promotions to fill vacancies. Those promotions gave us some business continuity during our startup period but brought with them a clear need for management skills training.

Staples chose Vital Learning as their training partner for their new Halifax call center because the Vital Leadership: Essential Skills courses provided a systematic way to build fundamental management and supervisory skills. “At Staples our culture drives our focus on the customer,” says Soucy.  “The Vital Learning curriculum matches our corporate values and serves as the strong platform for building skilled leaders at all levels.”

Implementation of Vital Learning training was a tremendous success. As Soucy noted, “after we started using Vital’s materials we saw our turnover drop by almost one-third over the course of a year.”

The reduction in turnover at the Staples Contract call center helped build a culture of excellence, eventually leading to the facility being certified for customer satisfaction excellence by J.D. Power and Associates Certified Call Center Program. With this award, Staples became one of the first companies in the United States to have its call centers certified by the J.D. Power and Associates, and was the first in the office products industry.

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OUTSOURCING CALL – CENTER FOR BUSINESS

When it comes to the service of inbound and outbound telemarketing, everything is simple: the OCC Group call center finds and prepares “warm” clients, you just have to conduct final negotiations, or entrust this functionality to us.We really value each Customer and take an individual approach: script, database, software integration and staff training – it’s all of us. We single out the specialists of the telemarketing department in a separate category. Employees who not only underwent training, but also successfully demonstrated their skills to banks, construction companies, and large businesses.

Hotline? Our pride and one of the main tasks of the OCC Group call center is omnichannel service for your customers.All available methods of communication with a client (chats, instant messengers, social networks, forms on websites, etc.) + simple and visual reporting.

Operators of the OCC Group call center will not only conduct competent negotiations 24/7, but will also provide your client with complete information about the goods and services of your company.

Why do you need an outsourced call center for your company?

Call Center are professional operators and sales specialists.This is the outsourcing of a business process for servicing and attracting clients to your company. Call center outsourcing is a complicated and expensive procedure in the minds of our compatriots. We prove the opposite!

How can your company’s call center help?

Additional features of the OCC Group Call Center

What else can we offer?

How to choose a remote call center for telemarketing?

Your choice of an outsourcing contact center can be influenced by a number of factors: the price of a lead, or the cost of a minute of conversation, the efficiency of database processing, professionalism and experience, or a call center with payment for leads.In its projects, OCC Group, at the initialization stage, independently forms a database, develops a script, and trains personnel. The customer is required to provide only developments and product presentation. The cost of services for each of the projects of our call center is different, but always in favor of the Customer.

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Call Center Guru: CCG – community of professionals call center, contact center, CRM

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How to switch from renting a KC platform to an in-house solution in 3 months: the experience of the Russian Automobile Partnership.,
Speaker (s): Natalia Beresneva, Partner Project Manager, Complex Solutions
Alexander Kamitov, Senior Solutions Consultant, Genesys
Vyacheslav Morozov, Director of Business Development in Russia and the CIS., Genesys
Igor Revyakin, Project Manager, Russian Automobile Partnership


Western perspective on the hottest customer experience and business issues,
Speaker (s): Garrett Johnson, Professional International Trainer, Talent Development Consultant and Quality Expert;
Dmitry Dmitriev, Partner, Consulting Platform, BOOOSTER, marketing and sales expert with experience in Samsung, Leroy Merlin, Saint-Gobain


How to create an effective environment for the development of employees in the contact center ?,
Speaker (s): Andrey Razumenko, Leading technical specialist of the sales department, STC ARGUS


Speech analytics to optimize the business processes of face-to-face service,
Speaker (s): Ekaterina Aleksashina, Analyst, STC Group


Naumen Contact Center SaaS: a new cloud product for contact centers and telemarketing,
Speaker (s): Ilyin Anton Vladimirovich, Project Manager, NAUMEN
Popov Sergey Vladimirovich, Head of Business Development, NAUMEN


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Experience of the YuMoney fintech service: how a business can independently develop a chatbot after launch and increase automation without harming CX,
Speaker (s): Alexandra Dekhanova, Development Manager, Naumen
Dmitry Dmitriyevich Officerov, Head of Department, NPO LLC ” YuMani “

Speech analytics to optimize the business processes of full-time service,
Speaker (s): Aleksashina Ekaterina, Analyst, STC Group

Western perspective on the most pressing customer experience and business issues,
Speaker (s): Garrett Johnson, Professional International Trainer, Talent Development Consultant and Quality Expert;
Dmitry Dmitriev, Partner, Consulting Platform, BOOOSTER, marketing and sales expert with experience in Samsung, Leroy Merlin, Saint-Gobain

How to switch from renting a KC platform to an in-house solution in 3 months: the experience of the Russian Automobile Partnership. ,
Speaker (s): Natalia Beresneva, Partner Project Manager, Complex Solutions
Alexander Kamitov, Senior Solutions Consultant, Genesys
Vyacheslav Morozov, Director of Business Development in Russia and the CIS., Genesys
Igor Revyakin, Project Manager, Russian Automobile Partnership

Naumen Contact Center SaaS: a new cloud product for contact centers and telemarketing,
Speaker (s): Ilyin Anton Vladimirovich, Project Manager, NAUMEN
Sergey Popov, Head of Business Development, NAUMEN

View all webcasts »90,000 Call me, call! How can your call center help you improve your product

Call center is still a department for you that works on its own and only for external benefit? Then every day you are depriving yourself of super useful insights!

It is not surprising that large Western companies have long and successfully applied the Voice of the Customer methodology.After all, the more competitive a business area – whether it be mobile communications, energy or an online home appliance store – the more often user loyalty turns out to be a decisive factor in competitive wars.

Let’s remember what the essence of VoC is – to capture feedback about a product and service wherever possible. Learn about your weaknesses from users who are themselves interested in making you better.

In theory, everything is like a fairy tale: you pay attention and time to users, and in return spend less money on attracting new customers.In fact, everything is already more complicated, but in the right hands, Voice of the Customer becomes a wizard no worse than Dumbledore.

We have already talked about the methods of working with this legalized magic. True, if online sources are under your nose all the time, and one way or another you monitor what they write to you and about you on social networks or on reviews (even if you don’t collect feedback on the site), then another “gold mine” of insights is often forgotten . .. It’s about a call center.

Operators communicate with hundreds of customers every day, they know what problems they have encountered and which of them are the most pressing.Why not use a call center not just to quickly resolve issues, but also to understand why they have arisen? After all, this is where the broadest field for improvement and growth of the company extends.

Product, get phone

For example, Wave Money from Myanmar once expanded its call center functions. Now he not only solved the problems of customers – he helped to “reactivate” those of them who stopped using the product, and at the same time to understand why this happened.The team performed an experiment and made calls using a new scenario. Instead of explaining how to make a transaction, they trained clients in practice. Inactive users were sent about $ 1 right during the call and asked to transfer them back.

The experiment turned out to be quite effective. Wave Money made 600 calls to inactive customers; 169 of them responded and 44 agreed to training. Approximately 78% of those who participated in the practice returned to the service within a week and made a transaction, 15% made two or more.The approximate cost of attracting one client, taking into account the number of hours spent (112), was approximately $ 2. This is half what the company spends on marketing to attract one lead. The insights gathered in the conversations were used by Wave Money to replenish the knowledge base, Q&A and improve the processes in call centers so that customer problems were resolved faster.

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Another example is Zappos .The company uses a special portal for operators – they can track feedback on it in real time. Immediately after the conversation, the client receives a questionnaire by mail, and the portal allows you to determine after which call certain questionnaires were left. In the long run, this has meant that operators don’t just want to “placate” their manager – they really do seek to reduce customer dissatisfaction in general.

In cases UX Feedback , work with call center employees is also starting to appear.The “Pen Breakdown” was a network of Russian pharmacies, for which we conducted several similar interviews. This is how it became known about critical bugs that customers have been writing and talking about for several years. Until the last moment, they were stored in the backlog, although by their nature they should have been a priority, since they directly influenced the company’s performance.

With all this, of course, it is important to understand that information from the call center alone will not be enough for you. Imagine that operators are taking 200 incoming calls a day.They analyze calls and come to the conclusion that the majority of customers are unhappy with the company’s new pricing policy. This is an important takeaway, but will you change prices based on this data alone? What if 90% of those calls were made by people in the customer segment, generating 5% of your revenue?

Of course, the information from the call center, as well as the Voice of the Customer in general, is not a magic plantain that relieves all clients from their pain, but you from the loss of profit and reputation. But it is imperative to take it into circulation.The very magic of VoC happens only with constant and complex work with web analytics and other research.

Measurement Methods

Now let’s talk about what you can implement right now. There are several proven techniques for collecting VoC from call centers, and if you are not using them yet, then you definitely have room to grow.

Customer Loyalty Index (NPS) is one of the most popular tools for measuring feedback in call centers.It is quite accurate, relies on a numerical rating system, it is intuitive for the callers. NPS is also flexible in terms of the subject of measurement – you can always consider the assessment of an individual employee, a team or department, or in general the entire company. And you can measure NPS both by phone, and by e-mail or on the website.

Note that it is easy to make mistakes when measuring NPS. The main rule is to use the “canon” question: “How likely is it that you would recommend our company to your friends and acquaintances?” – and scales from 0 to 10.This formula was once derived by Frederick Reicheld, and we wrote in more detail about all the subtleties of NPS earlier.

Customer Satisfaction Index (CSAT) uses slightly different measurement mechanics, but carries a similar meaning. Feedback is used to calculate the “bottom line” of a company on a scale of 1 to 100. Like NPS, CSAT can be included as a separate question in your call center scenario.

Customer Effort Score (CES) is also similar to the previous two metrics, only the question is posed differently.Usually it is: “How much effort did you have to spend to solve your problem?” – or something similar. This is an important question specifically for the call center, because it finds out whether the operators are able to help customers, or they only make it worse.

Don’t just rely on metrics, though. You will get the main benefit if, in addition to the assessment, you clarify why the client put it exactly. Metrics make life easier and keep your finger on the pulse, but by themselves they do not answer the question of where the problem areas are in your product.

When you collect your first feedback, it will be important to use it correctly. Working with such feedback is broken down into several stages, and as a result, it turns into the very insights to improve the product.

It is impossible to create an ideal product and the process of improving it is an endless loop. But if you listen to customers wherever possible, you will at least be able to always make relevant changes. Sooner or later, this will surely result in an increase in business performance.So no: “The subscriber is temporarily unavailable” – pick up the phone, you will probably hear something important.

Learn more about UX Feedback and try the platform to improve your Customer Experience Free

CENTER | GBU Republican youth socio-psychological and information-methodological center

May 20, 2020 Posted by RCSPP

Work in the call center continues. Of course, there are fewer calls than in April.For example, on April 19 there were 640 calls, and in May their number became several times less – 37 calls (on May 19). The helpline works as usual, around the clock. Psychologists of youth institutions … Continue Reading →

Located in # call center, News

May 14, 2020 Posted by RCSPP

In a pandemic, the specialists of the Republican Youth Psychological Center work remotely: they continue to work in the Call Center, in self-isolation at home.All applicants receive psychological assistance in a timely manner. The helpline works as usual, around the clock.

Located in # call center, News

April 30, 2020 Posted by RCSPP

Per day from 9.00 29.04.2020 – 9.00 30.04.2020 Received: 1616 calls. Basic calls for free groceries and social assistance. On March 23, 2020, the United CALL CENTER for countering coronavirus began its work under the regional executive committee of the “UNITED RUSSIA” Party.Phone … Continue Reading →

Located in # call center, News

April 29, 2020 Posted by RCSPP

Per day from 9.00 28.04.2020 – 9.00 29.04.2020 Received: 1531 calls. Basic calls for free groceries and social assistance. On March 23, 2020, the United CALL CENTER for countering coronavirus began its work under the regional executive committee of the “UNITED RUSSIA” Party. Phone … Continue Reading →

Located in # call center, News

April 28, 2020 Posted by RCSPP

Per day from 9.00 24.04.2020 – 9.00 25.04.2020 Received: 1422 calls. Per day from 9.00 25.04.2020 – 9.00 26.04.2020 Received: 754 calls. Per day from 9.00 26.04.2020 – 9.00 27.04.2020 Received: 1288 calls. Basic calls about getting free products and social… Continue Reading →

Located in # call center, News

April 24, 2020 Posted by RCSPP

Per day from 9.00 23.04.2020 – 9.00 24.04.2020 Received: 1391 calls. Basic calls for free groceries and questions about mobility and social assistance.On March 23, 2020, the Single CALL CENTER for countering coronavirus under the regional executive committee began its work … Continue reading →

Located in # call center, News

April 23, 2020 Posted by RCSPP

Per day from 9.00 22.04.2020 – 9.00 23.04.2020 Received: 1372 calls. Basic calls for free groceries and questions about mobility and social assistance. On March 23, 2020, the United CALL CENTER for countering coronavirus under the regional executive committee began its work … Continue reading →

Located in # call center, News

April 22, 2020 Posted by RCSPP

Per day from 9.00 21.04.2020 – 9.00 22.04.2020 Received: 1359 calls. Basic calls for free groceries and questions about mobility and social assistance. On March 23, 2020, the United CALL CENTER for countering coronavirus under the regional executive committee began its work … Continue reading →

Located in # call center, News

April 21, 2020 Posted by RCSPP

Per day from 9.00 20.04.2020 – 9.00 21.04.2020 Received: 1081 calls.Basic calls for free groceries and travel questions and badges. On March 23, 2020, the United CALL CENTER for countering coronavirus under the regional executive committee began its work … Continue reading →

Located in # call center, News

April 20, 2020 Posted by RCSPP

Per day from 9.00 19.04.2020 – 9.00 20.04.2020 Received: 640 calls. Basic calls for free groceries and travel questions and badges.On March 23, 2020, the United CALL CENTER for countering coronavirus under the regional executive committee began its work … Continue reading →

Located in # call center, News

April 19, 2020 Posted by RCSPP

Per day from 9.00 17.04.2020 – 9.00 18.04.2020 Received: 1184 calls. Per day from 9.00 18.04.2020 – 9.00 19.04.2020 Received: 944 calls. Basic calls for free groceries and travel questions and badges.March 23, 2020 started … Continue Reading →

Located in # call center, News

April 16, 2020 Posted by RCSPP

Per day from 9.00 15.04.2020 – 9.00 16.04.2020 Received: 811 calls. Basic calls for free groceries and travel questions. On March 23, 2020, the United CALL CENTER for countering coronavirus began its work under the regional executive committee of the “UNITED RUSSIA” Party. … Continue Reading →

Located in # call center, News

April 15, 2020 Posted by RCSPP

Per day from 9.00 14.04.2020 – 9.00 15.04.2020 Received: 914 calls. On March 23, 2020, the United CALL CENTER for countering coronavirus began its work under the regional executive committee of the “UNITED RUSSIA” Party. The hotline phone number is 8 800-201-89-03, (the call is free). The call center is working … Continue Reading →

Located in # call center, News

April 14, 2020 Posted by RCSPP

Per day from 9.00 13.04.2020 – 9.00 14.04.2020 Received I shift: 587 calls II shift 507 calls Night: 39 calls; In total, 1133 calls were received during the day.On March 23, 2020, a Single CALL CENTER to counteract coronavirus at the regional … Continue Reading →

Located in # call center, News

April 13, 2020 Posted by RCSPP

On March 23, 2020, the United CALL CENTER for countering coronavirus began its work under the regional executive committee of the “UNITED RUSSIA” Party. Hotline phone number 8 8002018903, (toll free). The call center works around the clock 24/7.On April 1, the call center began work … Continue reading →

Located in # call center, News

April 11, 2020 Posted by RCSPP

CALL CENTER works around the clock and receives calls from residents of the city. Specialists of the Republican Youth Socio-Psychological and Information-Methodological Center continue their work at the weekend in 2 shifts at the CALL CENTER at the operational headquarters to counter the spread of coronavirus infection in the Republic of Bashkortostan.Questions are coming … Continue Reading →

Located in # call center, News

April 9, 2020 Posted by RCSPP

Specialists of the Republican Youth Socio-Psychological and Information-Methodological Center continue their work every day in 2 shifts at the CALL CENTER at the operational headquarters to counter the spread of coronavirus infection in the Republic of Bashkortostan. They answer calls from residents of the republic.The questions are very different. Our… Continue Reading →

Located in # call center, News

April 7, 2020 Posted by RCSPP

Specialists of the Republican Youth Socio-Psychological and Information-Methodological Center continue their work at the CALL CENTER at the operational headquarters to counter the spread of coronavirus infection in the Republic of Bashkortostan. By calling the call center, you can get general information on the prevention of coronavirus infection, find out the contacts of the relevant ministries … Continue Reading →

Located in # call center, News

April 6, 2020 Posted by RCSPP

Employees of the State Budgetary Institution RMSPIMTS continue to work in the CALL CENTER at the operational headquarters to counter the spread of coronavirus infection in the Republic of Bashkortostan.By calling the call center, you can get general information on the prevention of coronavirus infection, find out the contacts of relevant ministries and departments. Also call center specialists … Continue Reading →

Located in # call center, News

April 4, 2020 Posted by RCSPP

From March 23 in Bashkiria, on the basis of the Regional Executive Committee of United Russia, a republican CALL CENTER to counter the spread of coronavirus begins to work.The call center will become a single dispatcher of all services of the republic for prompt information and solution of urgent problems of citizens related to coronavirus infection. Telephone 24/7 … Continue Reading →

Located in # call center, News

zabbix

90,000 Call-center as a personnel reserve of the company – Secret of the firm – Kommersant

Recently, colleagues from Acronis wrote a column about recruiting for technical support.Of course, all the conclusions listed there are very important. But often, what is applicable in one company is completely different in another. Over the seven years of the existence of the technical support service, which has been changing and growing together with SKB Kontur, we have come to the following conclusion: we need to spend energy not on fighting the turnover in the call center, but on managing this flow. I want to share how we came to this.

We changed the approach to recruiting

Our personnel department acts as the organizer and curator of the competitive selection, and the interviews are conducted by a team of managers.Obviously, not all of them can afford to spend their working time interviewing ten candidates. But we have developed a competitive selection format, in which an interview with a candidate takes ten minutes. Yes! This time is enough for us to understand whether the candidate is suitable for the team of our call center. Moreover, we do not have a list of questions – each interview is unique. This format of interviews became possible due to the fact that the team of call-center managers is a clear example of career growth from a consultant to managerial positions.They were once on the front lines themselves, so they know very well what a consultant should be.

We can say that the selection is carried out on an intuitive level: “Is this my person?”, “Will he share the values ​​of the company?”, “Will he go along with the team towards our goals?” Communicating with the candidate, the manager answers these questions to himself and makes a decision.

We tried to outsource the selection of consultants to third-party structures – staff turnover increased sharply. “Not our” people came to us.Having tried this option, we only made sure of the correctness of our intuitive-individual approach.

We are changing the attitude to the work of a call center specialist

The contact center has its own motivation system. The consultant often has to communicate with conflicting subscribers, but much more often our clients are satisfied with the quick and effective solution of their issue and leave gratitude to a specific employee. For each such thanks, we reward consultants with branded souvenirs – for example, circles with the inscription “I saved the subscriber”.

Quarterly, a rating is compiled for all contact center employees, which takes into account many indicators. One of the most important is the percentage of quality received calls. Employees who take the first three places receive additional cash bonuses.

The Best Call contest is popular among consultants. The guys themselves choose the call they are proud of and send it to the jury, which includes supervisors, specialists from the service quality department.They select a call in which a difficult issue is best resolved, a conversation in a conflict situation is effectively conducted, non-standard methods are applied. The winner receives a valuable prize.

In the near future, we plan to use more and more elements of gamification as one of the most effective methods of involving young employees in the work. The first step towards this was the Support Battle – an informal duel between consultants, which we had during one of the reporting periods of companies.The most important performance indicators were recorded online throughout the month: talk time, total time on the line, the number of calls received and their registration in the CRM system, no delays. For leadership on each of the indicators, points were awarded, which were then summed up. According to the results, the employees who scored the maximum number of points received tablets as a gift.

All these activities not only motivate employees to improve their performance, but also allow them to feel the value of their work.

“Free cash desk!”

Starting from October 2009, SKB Kontur has been holding the Free Cashier! Campaign on a regular basis. On peak days of the reporting period, the heads of the main divisions of SKB Kontur and even the general director sit on the tubes along with the call-center consultants. This approach allows us to raise the feedback from our clients to a new level: managers begin to understand much better the problems of users of SKB Kontur web services.This, in turn, allows them to make the right decisions in their daily work.

It should be noted that the “Free Cash” campaign also causes a significant surge of enthusiasm among the call-center employees. They get another real confirmation of the importance and responsibility of their work.

Call-center as a forge of personnel

For seven years, the SKB Kontur subscriber technical support service has become a source of personnel for almost all divisions of the company.Of course, I don’t want to part with some employees, but it makes no sense to keep an employee if he has gained experience, is tired of “sitting on the phone”, has the ability and desire to develop further. Moreover, there is room for growth within the company.

Let’s start with the fact that there are growth points inside the call-center itself. You can go to the expert department and solve methodological issues, plunging into the intricacies of legislation. Or tackle complex technical problems related to the installation and operation of programs.Employees who have proven to be talented mentors can develop in the training department or become supervisors. Diplomatic consultants who easily manage to establish contact with the client are gladly accepted into the service quality department (abbreviated as OKO), where they resolve conflict situations.

Information about vacancies that appear in our company is primarily received by the employees of the call-center. We give recommendations to the HR department of the company for each employee, and sometimes we ourselves suggest that our HR specialists pay attention to one or another employee of the call center.

All divisions of SKB Kontur, where our employees leave to work as analysts, experts, developers, note that former consultants differ from colleagues in greater empathy, willingness to communicate and help not only the company’s clients, but also their colleagues.

Total

Yes, the call-center often becomes the first step in the career of many contour employees, and our turnover is quite high. But we make every effort to ensure that our consultants go to work not in other companies, but in other divisions within the company.Why is this so important?

The consultant has been on both sides of the barricades and has gained extremely valuable experience. He knows the products well from the inside. It doesn’t take him time to get into the details of the services. In addition, such a specialist knows the client well, his needs and problems. He brings this information to other employees, moving to related departments. We have a rather specific area, and it takes from three to six months to understand the technological features of the products. Thus, we save time and money for immersing employees in the secrets of the company and its products.

Monthly several call-center employees join other services of our company. And I want to believe that this is one of the factors that allows us to keep not only internal corporate interests, but also the interests of our clients.

Call Center | Call center organization services in Samara

The rapid growth in the popularity of call-centers (Call Centers) is not by chance in modern conditions: the aggravation of competition is constantly pushing for the need to reduce, on the one hand, costs, and on the other, to increase the speed and quality of service to its customers.Every call to the office is a potential client. Today, it is fundamentally important how call processing is organized in the office.

  • Lost or unanswered calls?
  • Long waiting on the phone?
  • Switching via secretary?

  • “Phone busy, call back later?”

This is unearned money, financial losses, which in addition work for a competitor and which it is quite possible to avoid.

A call center, or in other words, a contact center, is a system for processing telephone calls and personnel management, the functions of which are to minimize losses from incorrect and untimely processing of incoming calls.

The telecommunications and communications department of the Viktel company offers the services of organizing a call-center in Samara. You can buy all the necessary equipment from us, order installation, configuration and maintenance services of the call center.

Improving the quality and speed of service, attracting new and retaining existing customers, optimizing costs are the main tasks that can be solved with the help of the Call Center.

The key feature of call centers is that, as a rule, there is no need to change the existing communication system in the organization.

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