Contact Centre Associates Ltd
OPERATIONAL MANAGEMENT
Contact Centres evolve on a daily basis. No one day is like the other. While it sounds exciting, the challenges faced by the staff are many.From having the right number of staff to manage the workflow, to keeping the motivational levels high and achieving the results at agreed service levels is no easy task.
Management and staff at contact centres need to work in cohesion for this to happen.
CCA specializes in assisting organizations understand their work flow. They identify processes that can be eliminated thereby reducing time required to deliver results. This not only is cost effective but also helps in reducing stress levels of staff
L & T MANAGEMENT
Learning & Training staff in the workforce and into the workforce are both CCA's forte'.
A customized training plan is put in place considering the level and strength of the employees. This enables them to be coached to the best of their abilities, identifying and improving on their weaknesses thereby enriching their professional journey.
Along with product and process training, CCA offers workshops, on personal development and life goals, motivation, stress management and train the trainer programs.
CCA believes in a holistic approach to L & T and recognizes the alignment of the mind, body and the spirit
KNOWLEDGE MANAGEMENT
Contact Centres are the Knowledge Hubs of any organization. This is where information about the product and service that the organization provides is delivered by the staff and also where appraisals about the product and service are received.
This wealth of information must be translated to Knowledge and CCA has assisted many organizations achieve this goal.
It is vital that staff deliver the right service and provide the correct information each time, every time. And to deliver this, the information must be easily accessible and current. This not only translates to exceptional service but is also critical for customer engagement.
At CCA, Knowledge management is a serious affair! Be it industry knowledge or organization specific.
TALENT MANAGEMENT
Personality Job fit is a term which has been used by many Human Resource professionals across various industry sectors. This cannot be more true when it comes to recruiting and managing the workforce within a contact centre environment.
Contact Centre staff are a different breed. They are people who are self motivated,flexible, resilient, fun loving and embrace change.
Considering the nature ot the industry, staff working at Contact Centres not only need to be valued more, they also need to be evaluated for skills and expertise that can be used in other departments within the organization.
CCA helps recruit and grow staff within an organization. They work with their clients in ensuring the right staff are employed and trained on an ongoing basis to deliver excellent results.