In this issue
It Pays to Help New Staff Start Right - By Ron Kaufman
Managers should invest wisely in well-designed staff
orientation programs. Effectively orientating your new employees can
pay back big dividends in staff retention, employee commitment and
customer satisfaction.
Staff members who are properly trained and welcomed at the
beginning of their careers feel good about their choice of employer,
fit in quickly with peers and colleagues and readily contribute new
ideas. They also speak well about your firm to friends and family.
And they represent you more confidently to customers, business
partners and suppliers.
Poor orientation of new employees can cost you dearly. Those who
don't start right don't tend to stick around long, either. High
staff turnover means you must recruit, train and orientate new staff
all over again. Staff turnover also takes a high toll on the morale
of those who do stay behind. When people leave your organization,
those who remain begin to wonder... should we be looking for new
employment, too?
But while many managers will agree that new staff orientation is
important, very few invest the time and attention necessary to make
sure it's done consistently, and done right. Now is the time to
review your staff orientation program. Apply the following ideas to
be sure your staff "start right"!
Read
rest of article
Quick Links...
|
| Welcome to the monthly Help Desk Calgary newsletter. This
newsletter is distributed to provide news and information
about events sponsored by Help Desk Calgary and Help Desk
Institute. You are receiving this newsletter either because
you opted-in from the registration page on our website, or you
are a current member.
|
Outstanding Service Brings National
Award - NETELLER Wins CAM-X Call Centre Award of
Distinction
NETeller, of Calgary, AB has been honoured with the
prestigious Call Centre Award of Distinction by the Canadian
Call Management Association (CAM-X). The Industry's Trade
Association for providers of Call Centre Services including
Inbound Order Desk/Help Desk and Web Enabled customer
assistance recognized NETeller for their outstanding
achievement at their 40th Annual Convention, held recently in
Niagara Falls, Ontario.
The Call Centre Award of Distinction was created in
response to overwhelming requests by Call Centres across
Canada for a tool which could be used to measure the skills of
their professional Call Centre Agents. After six months of
testing, an independent panel of judges scored call-handling
skills for "enhanced service" applications, focusing attention
on customer relationship management (CRM), courtesy,
etiquette, and the use of proper call techniques, as well as
response time and accuracy, the cornerstones of the Call
Management Industry.
"The Award of Distinction was conceived to celebrate
excellence in Customer Service for those Call Centres
responding to the more complex requirements of e- commerce and
consumer response." says CAM-X President Lillian Lyle. "The
Canadian Call Management Association congratulates the
employees of NETeller for their attention to detail, their
dedication, and their overall commitment to providing their
clients with top- notch service."
Now Call Centres across Canada have the opportunity to test
the proficiency of their agents in true Call Centre
applications that did not fit into the original Award of
Excellence profile offered by CAM-X since 1989. The two
programs will be run annually, giving both types of Call
Management Centres an opportunity to 'measure their skills'
against very demanding criteria.
|
|
December Peer to Peer
 Be sure to join us on
Thursday December 9th for this informal networking
opportunity. This is your chance to share successes and ideas
with people just like you who have made their careers in the
Help Desk industry. See you there! There is no charge for this
event.
Peer to Peer Date: Thursday, December 9, 2004 Time: 4:00
p.m. Location: Brewsters, Eau Claire Market Cost: No Charge
Register
Now »
|
|
Documenting Help Desk Procedures By Ben Brigham
A procedure lists in chronological order the scope of the
teams' responsibilities. A procedure lists, in order, the
steps a team takes to complete an action. It tells the team
which member does what, and when they do it. Writing a
procedure requires a complete understanding of the subject and
clear thinking.
Write a title in which the first word ends in "-ing." The
first word in the title should end with "-ing." Such a word
will define the action and distinguish it from other actions.
Make the title concise so that it explains the action briefly
and effectively. Each procedure should have its own title.
Having a procedure with the same title as the policy may help
the reader to associate them. However, the policy title may be
too broad to accurately describe the actions for a procedure.
Define a "Start" and "End" of the action. The action must
begin with a clear starting signal. This starts the person who
takes the first step. The "End" of the action must send an
equally clear signal that the team has completed the work in
the action. A target of an earlier action may serve as a
starting point for the next action or additional actions. Be
sure to include the titles of those who will start and end the
actions.
Trace the steps from Start to End using present tense
verbs. List action verbs to describe the next step a team
member will take in the process of getting to the target. At
this point, the English language gives you a choice. Writing
in the second person verb or third person verb. Whichever you
decide, the objective is to be consistent. The verb tense sets
the tone of the document to be read either as a command or as
a matter of fact. Most people prefer to write in the third
person.
Read
rest of article »
|
|
Future Chapter Events and Notices
NEXT 2004 Calgary Luncheon: November 16 Executive Meetings:
Location: Metafore, 4th Floor 333 - 11 Ave SW Tuesday, October
5, 2004 Tuesday, November 1, 2004 Tuesday, December 7, 2004
Members are welcome to attend executive meetings. Please
RSVP to info@hdi-calgary.org if you would like to attend.
Monthly Luncheons may be paid by: - prepaid tickets
(tickets must be presented at event) - cash, cheque or Visa
Price Change Effective January 1, 2004 - Members $25.00
Non-members $40.00 No-shows will be invoiced
Notice Regarding Luncheon Tickets Effective December 3,
2004 we will no longer be selling lunch tickets. All luncheon
tickets issued in 2003 and prior years must be used by June
30, 2004. Tickets are non-refundable and non-transferable.
| |
