Customer service is a critical business issue –
and especially important in the fast-paced, high stress environment
of call centers. Poor performance not only impacts customer relations,
it creates morale problems and reduces productivity.
Performance Impact Enterprise™
and Performance Impact Workplace™ are comprehensive, competency-based performance management
systems for tracking, evaluating and improving employee performance.
These systems can be hosted by KnowledgePoint, run over your local
intranet, or installed on your network – whichever best
suits your organization's needs.
Combined with the Call Center and Customer Service Competency Module, which contains
20 competencies critical to call
center work, these systems provide the tools managers need to
maximize employee potential in this unique work environment.
Relevant Language and Competencies
Developed with input from call centers nationwide, the Call Center and Customer Service
Module utilizes the language and terminology relevant to call
center environments. Competencies include:
- Active Listening
- Customer Focus
- Handling Difficult Calls
- Systems & Technology Use
- And many more
Occupation-Specific Review Forms
Combine the 20 Call Center and Customer Service competencies
with the 55 competencies pre-loaded in Performance
Impact Enterprise and Performance
Impact Workplace to create custom review forms
for call center, customer service, telemarketing, sales,
CRM, or any other
occupational group. That's 75 competencies to help you evaluate
– and build – the competency of your workforce.
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