|
Every Tikshoov client has its own dedicated center, designed according to its needs and has its own team of service representatives, which operates as an independent unit and which is physically and technologically separated from all the other centers.
Tikshoov is set up to run service, support, sales and ordering contact centers for a variety of industries, and has wide experience in the work processes involved in setting up such centers – from the definition of the client's needs, through the establishment of the center from the very beginning, employee recruitment and training, and up to full operational status.
The work process comprises three main stages:
- Definition/Characterization
- Set up and operation
- Control and improvement
Definition – Each Tikshoov client has a dedicated center that is defined for the client's unique needs. As the first step in the process, Tikshoov assigns a veteran team with experience in defining the processes and in setting-up complex service projects. These teams define the center's needs, ensure that the needs of the service are met, and define a set of processes that are unique to each center.
Set up and operation -
Recruitment and Selection Procedures – Tikshoov assigns an experienced team to set up the center and that serves as the leaders for recruitment, absorption and training of the sales and service teams. In accordance with the analysis of the center's needs, a specific procedure is defined for recruiting employees for the center, sales and service representatives are recruited according to the profile of the necessary representative, and a unique training program is put together.
Training Procedures – Tikshoov prepares a unique program for absorbing and training for each center, which includes: learning the client's needs, the relevant components of the project and basic concepts, learning the computerized system and how to work with it, relevant work procedures, how to work in conjunction with the “service chain” and with additional service sections in the organization, and about quality of service as a behavioral model for sales and service representatives.
Setting up the technological infrastructure – In parallel with the recruitment of employees for the center, Tikshoov sets up the necessary telephony and computer equipment needed for the contact center, adopts technologies relevant for the client, assimilates the data systems and enables integration between the various interfaces.
Management methods – Each of Tikshoov's centers is run according to the “Tikshoov Way”, by a dedicated team for the project. Each business unit, despite being totally independent and separate, receives support and supervision from the senior management team. This team is well experienced in initiating, establishing and running complex information sales and service centers. In this way, Tikshoov leverages its advantage of size and experience that has accumulated in the company.
Control and Improvement -
Tikshoov believes that business clients hand over one of their most important assets – their customers. As a result, the service concept at Tikshoov is based on principles of business cooperation, identical interests, and complete transparency.
Tikshoov allocates human resources and the latest technologies in order to test, assess, and carry out on-going control over each of the centers. Within the framework of the control procedures, sales representatives are monitored both overtly and covertly, and as a result – periodic feedback conversations are held with them and personal targets are set.
The computer and telephony systems at Tikshoov produce reports from which it is possible to obtain data concerning patterns of activity at the center in general, and concerning the performance of each of the representatives individually – according to various cross-sections and cuts that result from the character of the center's activities.
The data that is collected concerning work processes at the center becomes a management tool for understanding the client's needs, and for taking strategic decisions in the organization This data enables improvement and greater efficiency of the center's activities on a continual basis.
|