+1 (972) 513-6443
Asia & Middle East:
+44 (20) 7979 0302
"We would rather have one man or woman working with us than three merely working for us."
- J. Dabney Day
BK ONE is committed to establishing effective, high performing, revenue generating BPM's where systems, people, financials, and customers are in balance. The current trend in BPM's is who has the newest technology, best web site, and most sophisticated skills-based routing system. What we lose site of is our people . How to develop people with the skills and abilities to become exceptional, superb, and the most sophisticated customer sales or service experts is what BK ONE can train your organization to focus on.
Phase I: Assessment of your employees' attitudes, skills, measured performance standards, and results.
Phase II: Management Training Courses as needed.
Developing Recruitment Strategy & Process
Design and implement the Recruitment process for Start-up Call Centres. This can include candidate profiling, screening, formats & final interviews.
Development of Call Center Documentation
Documentation of manuals and policy documents, such as HR manuals, employment handbook, training & induction manuals.
Reviewing Operations and Audits
Review of key Call Centre activities and functions. Focus will be on human interactions - call handling, document handling and other office systems.
Identifying Training Needs
Identification of areas where training will make a tangible outcome in Call Centre productivity. Design & implementation of workshops as per need.
Implementing a Performance Management System
Setting performance goals and measurements. Training supervisors and managers to use the system in the area of coaching, feedback & tracking performance. Career Planning for Agents and building a Human Resource Information System (HRIS) including a skills matrix for each employee.
Increasing Call Center Productivity
Reviewing the KFPs - Key Factors of Productivity. Monitoring and tracking the productivity levels before and after our intervention.
Developing In-House Training Processes
Train trainers to set up a strong in-house training team and process to meet the need for high quality training sessions within the company.