CCN | Call Centre Nucleus
Why CCN ? / People
People
CCN is a ‘people’ business and we recognise that the quality and productivity of the services delivered to our clients are directly correlated to the capabilities and initiatives of our workforce.
The HR and recruitment team works closely with operations, from finding the right employees to nurturing their talent and building a conducive work environment.
People - the ones answering your customer’s inquiries are what make or break the customer experience and impact the likelihood of customers buying your product or service again.
Staffing costs also represent up to 70% of contact centre operational costs. CCN understands these dynamics and has developed recruitment processes to ensure staffing success.
Recruitment
All recruitment at CCN is done by CCN recruiters who are part of 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.
Training
CCN places a strong emphasis on training and is in line with our mission statement which strives to grow our people. CCN's training department is intergrated into CCN's operation and effectively supports the hire and quality process. CCN believes the way we treat our employees directly relates to how they treat our customers. That’s why we’ve implemented best practices in recruitment, training and agent performance evaluation. These practices work together to boost agent retention, create a culture where all contributions are valued, excellence is recognized and rewarded.
New hire training is essential for the sustainability of CCN and ongoing training will ensure that we not only address any and all training gaps but will allow us to build agents skills and transfer knowledge.
In addition to the above, cultural immersion is key at CCN. As part of our agent induction training programme, considerable focus is placed on this during CCN orientation. CCN recognises the importance of including our clients values into an outsourced environment and will work with our clients to create a culture which provides a: “Stimulating place to be, and just as important a whole lot of fun as well”.
CCN’s new hire training has two components, the soft or generic call centre training and the client or product specific training. Before our agents ever interact with your customers, they are trained, tested, and certified for customer service and client specific product knowledge. Once agents are employed by CCN they will receive three types of ongoing training:
• Quality-Based Training – Which focuses on those areas where negative trends
have developed within the agent population, resulting in incorrect execution of
processes or the delivery of inaccurate information. The training response is
developed using the input of the Quality Team and CE Coaches.
• Enhancement Training - This training will include any client requested training or
CCN recommended training approved by our client relating to programme
changes, new products, services or additional skills (i.e. advanced selling
techniques, dealing with difficult customers, etc.).
• Development Training - 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 characteristic.
CCN has three Operational development programmes:
• NASA –This programme focuses on developing agents into team leaders.
• NASA Explore - This programme is aimed at our more Junior/entry level team
leaders. Through more advanced modules they are prepared to move to the
“next” level.
• NASA Extreme - This programme is aimed at developing our senior team leaders
into the next management layer – Call Centre Managers.
