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Identify
Your Solution
 People Issues
Human
Capital takes up the largest percentage of your budget. Human
capital issues include the skills and abilities of your staff, your hiring
practices, the leadership style, the department's work culture, productivity,
and agent morale. By properly addressing the human
capital issues of your call center,
you will maximize your budget dollars, assure high productivity and achieve
superior customer satisfaction. To explore how Amtech can help you maximize the
use of your Human Capital, click on the description that best defines the challenge
you are facing.
People: Management
Style & Techniques
Click on the solutions for details
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My Challenge
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Amtech Solution
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| My agents view our supervisor, monitoring and
management practices more as a policing system (catch them doing something
wrong) than a coaching system. |
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| My supervisors are inconsistent in their leadership
practices or have never received formal training on coaching or leadership
skills. |
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The call center manager position is vacant.
We
need to recruit a new call center manager. |
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| I'd like to learn how to improve my management style
to effectively lead this call center in a positive, empowering
manner. |
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| I'm new to this call center manager job.
don't
have much call center experience or want
additional training to advance my career. |
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| I want to implement self-directed work teams to
empower supervisors and agents and improve morale. |
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| Communications between the agents and the
supervisor/management team is ineffective or non-existent. |
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Agents consistently say that the they leave us for
better compensation elsewhere.
Our compensation and incentive plan needs
to be revised. |
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| We need to develop an incentive/motivation plan to
reward the competencies that will produce the results we need. |
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| We can't seem to get our staffing right so that
there are enough people on the phones at the right time. |
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| I'm not sure that we're setting the right goals or
tracking the right data to really know how the agents are
performing. |
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| We need to provide more continuing education
training for our agents to let them know we are committed to their ongoing
employment. |
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| Our work environment (the room, furniture layout,
chairs, lighting etc..) causes enough discomfort among the agents to reduce
their productivity. |
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| I'm not sure we have the right people working as
agents or the organizational structure isn't working
effectively. |
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| I'm not sure that hiring practices are adequate to
select the best agent candidates. |
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Our new hire training takes too long.
Our new
hire training is not thorough enough. |
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| I don't know the real reason why we have agent
dissatisfaction and/or low productivity. |
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| My HR challenge is not in this list. |
Call Amtech
Marketing at 303-814-1379 (or us) to
discuss your unique challenge and determine how we can help you resolve the
issue. |
People Issues
Human
Capital takes up the largest percentage of your budget. Human
capital issues include the skills and abilities of your staff, your hiring
practices, the leadership style, the department's work culture, productivity,
and agent morale. By properly addressing the human
capital issues of your call center,
you will maximize your budget dollars, assure high productivity and achieve
superior customer satisfaction. To explore how Amtech can help you maximize the
use of your Human Capital, click on the description that best defines the challenge
you are facing.
People:
Performance
Enhancement
Click on the solutions for details
Use your browser's BACK button to
return to this page. The * means that the marketing
piece is not yet posted to this site. Please bear with
us as we continue to add information.
| My Challenge |
Amtech Solution |
I'm not sure we're setting the right goals to
encourage behaviors that will assure better goal attainment.
Our goals
have not been developed based on specific competencies (skills, knowledge and
abilities). |
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| We do very little or no live call
coaching. |
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| Agents view our monitoring and coaching as a
policing process to catch them doing something wrong. |
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| The agents often say the wrong things to customers
or don't know what to say to deal with many situations. |
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| We need more training to improve the agent's
skills. |
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| I don't know the real reason why my agents can't
meet their goals. |
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| My HR challenge is not in this list. |
Call Amtech
Marketing at 303-814-1379 (or us) to
discuss your unique challenge and determine how we can help you resolve the
issue. |
People
Issues
Human
Capital takes up the largest percentage of your budget. Human
capital issues include the skills and abilities of your staff, your hiring
practices, the leadership style, the department's work culture, productivity,
and agent morale. By properly addressing the human
capital issues of your call center,
you will maximize your budget dollars, assure high productivity and achieve
superior customer satisfaction. To explore how Amtech can help you maximize the
use of your Human Capital, click on the description that best defines the challenge
you are facing. People:
Agent Skills
Click on the solutions for details
Use your browser's BACK button to
return to this page. The * means that the marketing
piece is not yet posted to this site. Please bear with
us as we continue to add information.
| My Challenge |
Amtech Solution |
| Our new hire training is not current with the latest
products we sell or with our business processes (new hires get updated on the
job). |
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| Agents aren't adequately ready to take live calls
when they finish the new hire training program. |
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| Our recruiting process doesn't adequately screen out
unqualified candidates. |
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| The labor market is tight in our area…we can't
find enough qualified candidates. |
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| We don't have a cost effective way to train one or
two "new hires" at a time. |
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| I don't know the real reason why we have high new
agent turnover. |
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| My New hire challenge is not in this
list. |
Call Amtech
Marketing at 303-814-1379 (or us) to
discuss your unique challenge and determine how we can help you resolve the
issue. |
Unsure of real problem?
The following diagnostic services will help you identify the root
cause of the symptom you are experiencing.
Click on the services below for
complete details
Use your browser's BACK button to return to this page.
T3 Resource
Line
Frontline Diagnostic
Human
Capital Diagnostic*
Process Diagnostic
Technology Diagnostic
T3 Diagnostic
Or call
Amtech Marketing at 303-814-1379 (or us) to
discuss your unique challenge and determine how we can help you resolve the
issue.
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