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starting a customer care centre for company

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KgomoTso
Member
#1   Posted: 28 Jun 2006 01:12
 


I'm an office administration student and just landed my first job. it's a small company and we deal with photocopier rentals and have many clients. The company is growing rapidly and we need a customer care devision that i've been chosen to run. I sent out satisfaction servey questionnaires, made curtisy calls and am thinking of a reward program but can't think of any rewards to give. SO... please help me by suggesting reward and anything else that i need to know or read to make this a success.
Thank you

anthonycontorno
Member
#2   Posted: 13 Aug 2006 07:01
 


Your doing great I may add for a newbie, this is a tough business let there be no bull about it. From what you said your on the right track but shy away from rewards as in gifts, this kind of gives way to buying loyalty which at the end of the day you want the customer to send you business. I have to run now, just wanted to help. My email is anthony.contorno@wiline.com

Good luck,

Ant

Hayati Ali
Member
#3   Posted: 13 Aug 2006 08:08
 


Dear Kogomo Tso

Well. I just joined a new company and am setting up a 12-seater call centre. While I do have experience running a call centre, this new job / task poses a great challenge to me. For a start, the management wants to start the call centre in our a "makeshift" call centre because we are moving to a new place with a proper call centre setting in abt 4 months time. So in the meantime, I am grappling with a) implementing the IVR system. b) training staff and drawing up all the call centre and inter-related processes. So take heart, Kogomo, even a veteran like me feels a bit loss in a new environment.

To answer your questions, generally the incentives used for call centre staff include meeting targets for call productivity, quality and attendance

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