 Kiev, Ukraine
«For this time we thought of karaoke!», - reported coordinator of Club Eugenia Babaets and took the fourth chair. Do you want to know, what it was? Read reporting.
Most democratic Club
The Club is quite young and new participants come on every his meeting, therefore important part of club meetings is self-presentation of present persons. Every clubman briefly tells about the company and quarry way, and other participants set him questions. Self-presentation – one of the most interesting parts of meeting, in fact here tell not only about the technical equipment of call-center but also about what services it provides and even about who is it investor. And already since there are not unknown persons in a hall, a moderator is opened by a discussion. It is important that moderator each time new. And it means that in Club the most real democracy, because it every participant once necessarily will take the rein of government in the hands.
Fourth meeting of Hot Skills Club
And other feature of club meetings consists in that this informal association does not have headquarters while. Therefore every meeting is held in a span-new place. In this connection always has a new “chip”. So, on the first meeting clubmen had tea in a restaurant «Captain Nemo». On the second – they danced Latin dances in «Caribbean Club». And on the third enjoyed Peruvian mate in comfortable mate-house «El Mate».
But main, that draws the participants of Club on club meetings, is a confiding atmosphere. Already colleagues, instead of competitors, arrived on the first Club meeting. Now friends come here.
How was it in fourth times?
So, the long-awaited fourth Club meeting of Call-Center Leaders «Hot Skills» took place. «Long-awaited» because in May most clubmen met on International business-forum «Direct Marketing Days in Ukraine 2008». Therefore DM Days of May can be considered the extraordinary Club meeting in the extended international composition.
The moderator of the fourth Club meeting was Alexander Tarasov, director CC-Solution. And intermingling began with an «advertising pause» - so named the moderator presentation of Oksana Arbuzova, KIY company business-coach. Oksana affected the question of Call-Center personnel teaching, which, certainly, outgrew in a stormy discussion. At once we shall tell that in its result all appeared right.
Oksana Arbuzova, KIY
And meantime, during a discussion turned out, that the participants of meeting are anymore flustered by not to, how and what to teach, and, how to retain the already trained employees. In opinion of most clubmen the best decision of this problem is a management migration. And more precisely is a transformation of «external» quit of personnel in an «internal» movement into a company. Not secret, that even the most loyal agents in course of time emotionally burn down and leave a company simply for change «something in this life». But such changes, by the way, very positive, a company can provide an agent on own account.
For example, in Ukrsibbank set that for most employees of Call-Center position of agent is a starting step for the construction of career in a bank. Therefore every agent, working the certain period of time in a Call-Center, gets possibility of passing to other subdivisions of bank.
Due to creation of the guided migration system the bank gets loyal employees which not only well understand internal procedures but also perfectly understand its activity. Whether it is needed to talk, that «internal» movement into a company less dangerous for a Call-Center, what «external» quit of personnel.
Tatiana Shalyga, Swedbank
Liana Dotsya, MTI (Intertop)
The similar personnel control migration system exists in other companies. For example, in OS-Direct many of managers are former agents of Call-Center. The participants of Club meeting marked that a company is far more advantageous to take on manager's position a man which well showed itself in a Call-Center, what «experimental» specialist from a street, which is simply able good «to sell itself».
Olesya Golodenko, Oki-Toki
The separate part of meeting was devoted the discussion of bringing possibilities of agents which can not work in an office. A decision of this problem is IP-telephony. Already in the near future serious growth of the IP-telephony usage is expected for creation of workplaces. For example, for young mothers which are in a maternity leave, but ready to work on to the house. And, in spite of the fact that now many Contact-Center Leaders rate the IP-telephony usage like very expensive service, consideration of potential of this service caused general interest.
Vitaliy Gnatenko, Nortel
The important for all participants of meeting was become his tail-piece in which the Club development ways were examined. In particular, it was decided to enter membership dues. Also sound the suggestion to lay out on the club site www.dmdays.com.ua the teaching materials which can be useful all participants of Club. And most interest and support was got the idea of organization of clubmen journeys on world forums, devoted industries of Call-Centers. While the quantity of delegation from Ukraine on the largest forums rarely exceeds two-three participants. Besides, that persons interested considerably anymore.
Eugenia Babaets, OS-Direct
From now on the Club coordinator, Eugenia Babaets, will undertake informing of clubmen about the most meaningful events in world industry of contact centers. And it means that now delegations from Ukraine will be more numeral, and delegates from our country will in earnest save on participating in forums.
Yuriy Nesvedov, ÌÒÑ (UMC)
But, how songs? A song was one, but what! Upon completion of meeting Alexander Tarasov, Director CC-Solution, together with Club coordinator, Eugenia Babaets sang a song «Heart magnet». They sang very well.
Eugenia Babaets, OS-Direct, and Alexander Tarasov, CC-Solution
Victoria Poschupkina
http://dmdays.com.ua/rus/news/?action=show&id=798
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