Advisor Induction Programme - Outline

The Company - The Big Picture

• Company Overview
  • Mission statement and company objectives
  • Structure of Company
    • How this relates to EAME
• EAME Presence
  • EAME structure
  • Products / product offerings
    • Market position / share / winds of changes

Contact Centre - "Rules of the Road"

• The need for a Contact Centre
  • Overview of CC project timeline / show phases for future
    • Increasing competition
    • Customer view of our service levels
    • Start of CRM development (CC then rest of business)
  • Contact Centre mission statement & how links to EAME business objectives
  • Structure of CC
  • Overview of each department within CC
  • How departments will merge to become one CC - phased development
  • WIIFM (what's in it for them)
• CC Environment
  • CC culture
  • Professional
  • Fun with very clear objectives
  • Motivational
  • Supportive - 1-1 coaching & training
  • Open, honest communication in all directions
  • Customer focused / focus on customer expectations
  • Highlight quality and potential of staff in CC
• Code of Conduct
  • Define it and communicate it
  • Dress code
  • Scheduling of meetings
  • Etiquette
    • Telephone
    • Desk
    • Monitoring
    • Voicemail (team managers)
• Performance Management
  • Overview of approach
    • Quantitative and qualitative approach
    • Challenging / achievable targets
      • Link to 1-1 coaching

Change

• Change continuum
  • Where are you?
  • How are you feeling?
  • Where are your colleagues?
  • Where is your team manager?
  • What does this mean?
    • It's OK to feel like this!
• Fun Exercise to experience change
• Discussion - "What can you do to help get through this change?"