Academy Bay
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 [next page]