Customer Care Department in Latvia launch a new Buddy system
Latvia is the 8th country in line to launch the system
Customer Care Department in Latvia launched the new Buddy system in the beginning of October to help the new employees to adapt to the new workplace and develop necessary knowledge to fulfil their work duties.
During the program 4finance Latvia Buddies work together with the newcomers in the following areas:
- Go through the main information systems such as COLA, DeCo, AlfaVox, 3CX etc.;
- Show different conversation transcripts, followed by a real conversation examples between the Buddy and a customer;
- Make the first real customer calls together with the newcomer;
- Explain and answer all the necessary questions during the …show more content…
Buddy system not only allows to improve the quality and efficiency of customer service, but also boost the motivation and knowledge of the newcomers, which allows them to reach their performance goals much sooner than before. Moreover; it has helped to reduce employee rotation, created a higher loyalty level and started never-ending improvement of customer service at 4finance!
To become a part of the Buddy system 4finance Latvia employees` must to achieve the following criteria’s`: to reach quality and quantity sales goals for at least 3 months in a row, to successfully pass monthly and quarterly knowledge tests and to be able to take the initiative and motivate colleagues.
Best of luck to all 4finance Latvia Buddies:
CC Inbound team – Elva Veide;
CC Inbound team – Jana Skorodumova;
Sales team – Viktorija Karavajeva;
Payments team – Anželika …show more content…
After seeing the first results we were certain that it would be highly beneficial for our team as after going through the Buddy system we receive more qualified agents in a short period of time. The system provides trainings on product, procedures and the quality of the customer service. After the trainings the Buddy gives recommendations to the new Agent and controls average talk time after making together multiple call calibrations and discussing the previous conversations. It also makes the Team Leader work much easier as now they have to spend only 10-15% of time with the
Latvia is the 8th country in line to launch the system
Customer Care Department in Latvia launched the new Buddy system in the beginning of October to help the new employees to adapt to the new workplace and develop necessary knowledge to fulfil their work duties.
During the program 4finance Latvia Buddies work together with the newcomers in the following areas:
- Go through the main information systems such as COLA, DeCo, AlfaVox, 3CX etc.;
- Show different conversation transcripts, followed by a real conversation examples between the Buddy and a customer;
- Make the first real customer calls together with the newcomer;
- Explain and answer all the necessary questions during the …show more content…
Buddy system not only allows to improve the quality and efficiency of customer service, but also boost the motivation and knowledge of the newcomers, which allows them to reach their performance goals much sooner than before. Moreover; it has helped to reduce employee rotation, created a higher loyalty level and started never-ending improvement of customer service at 4finance!
To become a part of the Buddy system 4finance Latvia employees` must to achieve the following criteria’s`: to reach quality and quantity sales goals for at least 3 months in a row, to successfully pass monthly and quarterly knowledge tests and to be able to take the initiative and motivate colleagues.
Best of luck to all 4finance Latvia Buddies:
CC Inbound team – Elva Veide;
CC Inbound team – Jana Skorodumova;
Sales team – Viktorija Karavajeva;
Payments team – Anželika …show more content…
After seeing the first results we were certain that it would be highly beneficial for our team as after going through the Buddy system we receive more qualified agents in a short period of time. The system provides trainings on product, procedures and the quality of the customer service. After the trainings the Buddy gives recommendations to the new Agent and controls average talk time after making together multiple call calibrations and discussing the previous conversations. It also makes the Team Leader work much easier as now they have to spend only 10-15% of time with the