CCN | Call Centre Nucleus
Services / Outsourced Solution
Outsourced Solution
When working with blue chip clients from such diverse industries as telecommunications, automotive, financial services, consumer electronics, government, leisure and others, you have to provide an exemplary service to meet their exacting demands. Fortunately, when it comes to customer service, sales and technical support direct to the customer, CCN Outsourced Solutions not only meets client expectations, invariably we exceed them.
We recognise that no one solution can meet the needs of every business - each has different solution requirements, depending upon strategic objectives and future plans. As such, our methodology provides solutions that are market-ready, yet customised. At CCN, operational excellence is at the heart of everything we do. We leverage our proven assets, tools and methodologies across the entire value chain, to ensure seamless and smooth operations, applying world class standards and methodologies to reduce inefficiencies and enhance productivity on a continuous basis.
CCN’s operational delivery is based
on 6 pillars of strength:
1.Operational infrastructure
CCN has invested extensively in the most up-to-date, world class technology to enable and support our many clients. We run a 24/7 operation across two sites in Johannesburg. Our state of the art delivery centres adhere to the highest security, health and safety standards. Each of our clients has their own access controlled and branded call centres that help to forge a closer partnership.
2. Recruitment
All recruitment at CCN is done in-house at CCN’s Human Capital Hub. Our recruitment tool-kit supports, trains and develops our people in recognition of their importance and influence within our business and to ensure the loyalty of our employees. To ensure recruitment of the best possible candidates, all applicants are interviewed and screened based upon pre-defined competencies and profiles.
These will be developed with our client and will be based upon the specific skills, knowledge and experience required for each of the required agent functions. CCN utilises state-of-the-art tools and assessments to measure ability (skills based — CAN DO) and willingness (work style — WILL DO) along with a competency-based interviewing strategy, that focuses on past behaviour and experiences as the best predictor of future job performance to determine best fit.
3. Training and development
CCN places a strong emphasis on training and development in line with our mission statement which strives to grow our people. CCN’s training department is integrated into CCN’s operation and affectively supports the new hire and quality process.
By investing in people and implementing an ongoing training and development plan for staff, CCN is able to continuously build skill and improve performance which in turn leads to career development opportunities and a better than industry average staff retention characteristics.
4. Performance Management
At CCN performance management is a positive process. Not only does it help people succeed – it provides the momentum for people to improve their performance and solve their work problems.
CCN’s performance management programme gives accountability and responsibility to each employee, facilitating pro-active management that allows us to achieve, improve and identify variances within service levels, efficiencies, savings and supports each individual to be successful in their role.
CCN’s approach for Performance Management not only reviews delivery of individual and team targets but also develops our employees to embrace succession, planning and continued employability. The CCN performance management system is based on a simple methodology. At its heart is the clear communication of goals, plans to achieve the goals, assignment of work, follow up on results and importantly to take action on identified variances.
5. Program Management
A world-class service model starts with the right team. Our service model provides comprehensive support for our clients and brings together the right people to serve your program from concept to execution.
Using the world standard Prince II methodology for migrating client programs to our centres, CCN has successfully transitioned many call centres to our premises, and have never missed a “go live” date.
Depending on your needs, the program is structured and implemented using CCN’s proven tools and methodologies. Our Professional Services team together with the Call Centre Managers assume overall responsibility for the development, alignment and implementation of your strategic and business objectives within the call centre, ensuring that the call centre is a seamless extension of the your culture, environment and strategic objectives.
The account manager utilizes a proven approach and methodology, ensuring an effective implementation and continuous improvement or alignment of these objectives. All process improvements are done in a holistic manner taking into consideration all stakeholders and best practices.
6. Quality management
CCN’s unique approach to quality is completely focused on enhancing the customer experience. Every strategy is independently crafted to suite our client’s needs, aligning the contact centre’s approach to that of the organisation. Quality is owned and driven in the line but supported by independent customer experience coaches that form part of the operational team, who focus solely on agent development and improving quality.
Over the past four years, CCN has developed a unique Quality Management System through operational learning, industry benchmarking and independent research. The system, referred to as CCN’s Customer Experience Enhancement (CEE) System, has been central to our quality assurance methodology in the contact centres that we operate. This highly adaptable system has been successful across multiple contact centres in the various industries.
