After performing the Skill Mapping, you will be able to use other human resource management tools such as the Competency Performance Assessment, which aims to assess your employees through these classifications helping to make decisions when it comes to firing or promoting them, for example.
A well-used example is that of the station assistant who, being a smiling and friendly freelancer, has the possibility of making a good impression on customers, even if being smiling and friendly is not necessarily a necessary skill for his work. This example of Offshore Team Training clearly shows that skills are not always superficial and require analysis in their definition.
If you need a Skills Worksheet and Offshore Team Training, already with a standard list of skills to use and space to register the positions. In the Cockpit App, customer feedback allows you to have a direct connection with the field. It is also important to think multichannel: people want to contact you when they want, and by the media that suits them best in a particular context.
It has become standard to offer exchanges by phone, email, chat. depending on preferences, urgency or context of use. To optimally manage all these channels, it is essential to historize and unify these interactions, so that customers do not have to repeat themselves over and over again, to have a duplicate treatment of past requests. on different channels.
Note: it is necessary to pay attention to the writing, since it comes back strongly via the chat, the email. Thus, it is possible to have surprises on the form of the messages (faults, formulations) that can harm the overall image of the company. At the same time, employees must be empowered so that they can establish a relationship with the customer.
Here are three practical cases:
One of our clients in the construction industry had the problem of taking calls. They realized that satisfaction and waiting time had a real correlation. That is, the more customers wait, the less satisfied they are. The goal was to define a drop-off rate (reachability) in order to reduce the waiting time not to miss any more call than with a tracking of resources, the use of queues with management of VIP clients that are treated in priority.
The hot satisfaction survey aims to prolong an interaction that would have gone wrong. This prevents a very dissatisfied customer from going off on social networks, and that makes a bad buzz.
Indeed, if the customer does not have an exchange with the brand, if he is not happy and he has no answer, then he will start complaining about social media, especially on Twitter and Facebook, in order to engage his community to make the company react.
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