Organization & Training Consulting
Organized, Skilled, Motivated & Empowered Contact Personnel
IBF Management Consulting Services will determine the key characteristics of the organization that will drive all aspects of "people-related" concerns:
Organization Design - team-based and employee empowered organization that supports the objectives of the vision and scope.
Job Descriptions - detailed descriptions of job roles and responsibilities; skills and knowledge levels; and hiring criteria are imperative to ensure effective staffing.
Communications - ensure that an effective communications plan is established and executed.
Change Management - development of a change management process by applying a systematic approach to behavioral and cultural "change".
Training Curriculum Development & Delivery - a range of training programs designed to continuously develop the most critical corporate resource - people.
Infrastructure Requirements - facilities design and construction; call area design (layout, furniture, ergonomics, etc); integration with organization design.
|
Based on people principles that develop and retain customer-contact associates who are valued, knowledgeable professionals that provide bottom-line benefit in both productivity and customer interactions...
- Organized associates:
- Cleary defined roles, responsibilities and career development.
- Effective work force management.
- Skilled associates:
- Hiring standards defined.
- Intensive multi-disciplinary training curriculum that includes formal customer relations, service offerings, technology, proactive selling and customer contact etiquette.
- Cross-functional team skills to ensure the ability to backfill.
- Investment in ongoing, new service training.
- Performance shortfalls addressed with counseling and further training.
- Motivated associates:
- Energized via recognition, awards and bonuses for superior performance and suggestions.
- Accountability for end-to-end performance and customer satisfaction.
- Empowered associates:
- Act on customer needs and have the discretion to waive charges/fees to maintain customer satisfaction.
- Assume ownership for customer excellence.
- Supported by the appropriate knowledge management tools for consistent decision-making – placing information, resources and power in the hands of the associates that are in direct contact with the customer.
Within a team-based and empowered organizational structure that supports associates in meeting customer needs...
- Broad empowered teams focused on external customers
- Teams measured and accountable for business results
- Performance incentives and rewards
- "Menu" of training and education opportunities
- Information, resources and power in hands of associates in direct contact with customer
- Horizontal team structure where management supports associate in satisfying the customer
- Team involvement in continuous improvement process
The customer contact personnel are the most critical factor affecting success. IBF Management Consulting Services create an efficient structure that supports associates in meeting customer needs – identifying the necessary investment in the environment, skills and knowledge of associates. |
|
