It is commonly known that people are the most important aspect of every contact centre, however, this same resource also make up one of the biggest proportion of cost.¬† Hence, the need to make the most out a training budget is of outmost importance to all organisations.
With this in mind we believe that contact centres must target the attitude and motivation of its people. It is widely recognised that it is easier to train people on procedures than in underlying customer service behaviours and attitudes.¬† For this reason, many organisations train people in what to say rather than how and why to say it.¬† Bridge closes this missing gap, as our approach is focused on gaining your peoples‚Äô commitment in a more effective way and having them connect and represent your brand values.
Our practical and hands-on approach utilises our three-step process of Pride, Proposition and Power to line the contact centre with positive thinking prior to any form of skill training.¬† Many people have the required skills to do the job effectively, however, they are not connecting in one of the three P‚Äôs.¬† Pride in the organisation and a clear understanding of how they integrate with its overall brand values.¬† Proposition is what makes the organisation different in the competitive market place.¬† Underpinning this is the personal power that all top contact centre people need to perform in such a demanding role.
However, this positive outcome will only be achieved by focusing on those things that create the right environment for people to flourish.¬† At Bridge, we encourage work at all levels to ensure that every project gains maximum success.¬† For this reason, our specialist training can have a major impact on the performance of your contact centre.