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Services: Performance Improvement Every contact center offers powerful opportunities for continuous improvement, with a direct and immediate impact to your bottom line. Centech's contact center performance improvement programs concentrate on: Better service level Lower turnover Better cost reduction Higher call quality Increased customer satisfaction • Balanced Scorecards, Goals and Objectives Successful contact centers set the right objectives, measure performance against those objectives, and reward people who meet them. Learn how to identify key objectives, and understand the difference between objectives and diagnostics. Centech designs key measurement programs for contact centers, and trains supervisors to use them. • Recognition Centech's recognition process allows you to develop performance without expensive reward programs. It works by helping your supervisors and managers understand the power of peer recognition, and includes useful techniques for motivation using recognition in place of monetary incentives. We begin with an understanding of leadership concepts, motivational myths, and psychological fact. We introduce practical techniques and proven methods to your team, and then train your supervisors to use them. • Coaching and Development To serve customers well, customer care representatives need daily feedback. There is no alternative to this time-tested approach. Centech delivers on-site training programs for supervisors and managers. Your staff will learn how to: Gain control of and manage their day to day schedule Observe calls and give effective feedback Identify trends Develop action plans for improvement Improve morale and reduce turnover We train supervisors to become effective coaches, and provide them with the right tools to create continuous performance improvement. We provide all training on site and we tailor it to your business needs. Centech's supervisor training is the key to improving your long term performance. • Customer Service Skills Do your people say "No problem!" when they should be saying "You're welcome!"? Hiring, training and managing large teams can be a challenge. Employees in entry level jobs often need better verbal communication skills. Centech delivers customer service skills training that works. Combining Centech's highly effective customer skills training with our Coaching and Development training for supervisors allows you to create and deliver high quality customer care.

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