“Sunshine Attitudes with an Entrepreneurial Mindset”: Effect of Culture on Hiring the Best Customer Service Associates

corporate-culture-share

Through the 25 years of running a contact center we have tried many different methods of trying to figure out what methods and what traits we look for when hiring the best customer service and sales associates for our center. Through all the years of trial and error, of trying everything from personality tests, job test and different interview tactics we believe we have found what we believe is the best method/system for getting the best associates in our contact center. This is what we have found works great here at Expivia.

Continue reading

Leadership Training for Call Center Supervision

leadership1

You can’t expect your employees to exceed the expectations of your customers if you don’t exceed the employees’ expectations of management.” -Howard Shultz CEO Starbucks

How do you educate the supervision in your customer service center? Do you have a training plan at all or do you just take long tenured associates and make them supervisors/team leads when a supervisor leaves? If you hire a supervisor off the street what training do you give them?

Continue reading

5 Tips For Creating a GREAT Customer Service Call Center Culture

cult

You learn some things after running contact centers for 20+ years. The following are 5 tips on changing or creating a great contact center culture in your customer service center.

“You can’t expect your employees to exceed the expectations of your customers if you don’t exceed the employees’ expectations of management.” -Howard Shultz CEO Starbucks

Continue reading