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Academy Bay in Action
The Academy Bay is the incarnation of Your Call Center International's formula for success
Methodology + People + Technology = The Customer Equation
This formula is the basis for our success and the foundation of what I am observing and proposing in the Academy Bay.Solid practices, earnest people and applying the technology available does mean premium service to our clients and their customers.
Here in Academy Bay, we have an enormous responsibility to help those who need it the most, the new and the struggling.In doing so, we also have an enormous opportunity to pioneer.Given the dynamics of the Academy Bay, a relatively small group with dedicated Quality personel, Coordinators, Mentors and TSA's, intensive training and retraining can be conjoined with refining the floor wide education and information process.
When a class graduates from their in-class training they are no longer thrust out onto the floor, left to their own devices to develop bad habits.Instead they are brought into an evironment where their first experiences are designed to instill effective practices and prepare them for success on the floor.This sort of training is proactive and preventative.
Applied Training
Imagine new agents occupying cubicals alongside their neighbors, possessing a firm understanding of their support boundaries, having extensive practice with their tools and the supported product, oozing confidence and meeting their metrics with
ease.This doesn't have to be a reach.There are mechanisms available to us to make it happen
Curriculum based classes
Metrics education
Testing
Call coaching
Regular drills to practice tool usage
Agent feedback
Although most agents in the Academy Bay have just finished three weeks of classes, this doesn't mean that classes are no longer a part of agent development.Actually, with the staffing and materials available to the Academy Bay, small groups of agents can interact with our client's product, perform tasks in a controlled environment that they will face on a near daily basis out on the floor, and participate in lead discussions about quality, call control, policies, and other pertinent subjects.
While on calls, each agent will be listened to and in turn coached by Quality, a Team Manager, and the Mentors on a regular basis.While being coached, the agent will have the opportunity to listen to their own call and offer suggestions for improvement and will be in regular contact with all of the support staff to refine their calls.This kind of close interaction ensures accountability and quick learning.
To achieve the metrics necessary, agents will take part in drills that will sharpen their awareness of tools available and hone their usage of those tools.These drills will mirror calls in that they are task oriented.An issue will be presented and the solution will be found in a specified set of tools.This in turn, fortifies the question answer approach to troubleshooting and engrains efficient resolution skills.
Hand in hand with drilling is testing.Testing provides occasions for agents to apply what they have learned in class, drills, and call coachings.It gives agents awareness of their strengths and where they need extra practice.Testing also give us feedback as to where we should give more emphasis and where we have been successful.
Feedback allows us to hear testimonials from agents about how the Academy Bay helped them.We can find out what practices work so that we can repeat them and weed out those practices that are little help.This way, the Academy Bay progresses and grows along with the agents.We want to repeat the best practices.
Innovation in Practice
The Academy Bay is ideal as a test bed for innovations that may benefit the whole of Your Call Center.The Academy Bay dynamics allow for controlled testing, managed introduction of new information and tools, reduced risk of experimental practices and procedures, and an opportunity for strengthening the whole of Your Call Center by keeping it current in the fast paced information market.
A cornerstone of McDonald's success is their ability to provide the exact same product to every customer worldwide.A traveler from the American Midwest can enjoy a cheeseburger in downtown Tokyo because it is just the same as the cheeseburgers in their home town.Through similar standardization, we can provide consistent high quality support to each customer call after call.Areas that standardizations can be easily implemented are
I.Standard format of up-to-date cheat sheets/ phone lists and articles.
A.A single format aids in identifying that the given documents are from a single source.
B.A familiar format also makes documents more useful and the information on them more accessible for speedy reference.
II.Coordination of local website, hardcopy info and emailed information.
A.Having the same trusted information available in two or three mediums allows greater accessibility.
B.Coordinating efforts reduces duplication and confusion.
1.Duplicate and slightly different material can be confusing.
.Sharing the labor allows efficiency and synergy.
III.Standardized mentor education in line with all other sources of information.
A.The mentors are first line educators once agents reach the floor.
B.Each mentor must have access to the latest information and the ability to disseminate it with uniformity across the board.
C.There should be one answer for every question.
IV.A central station where an agent can find up-to-date accurate materials.In essence, one trusted 'endorsed' source for all information.
A.A key to learning is trust.All information going out to the floor needs to be accurate, tested and from a single trusted source.
B.Ending the 'carpet bomb' mentality and adopting 'smart weapon' approach, managing the flow of educational material (alerts, fixes, policy) gives it worth as opposed to devaluing it with repetition.
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