Kelly Connect

Customer Contact Center- Staffing Solutions

 

Your customer contact center is how your business connects with the world. Whether you are using it to sell products and services, gather information, or simply receive inquiries, it remains a vital link to your customers and a critical department in meeting your business objectives and strategic goals.

That's why Kelly Services® created KellyConnect®, a comprehensive and innovative approach for customer contact center to recruit, assess, train, and retain contact center staff.

Multi-talented people

Successful customer contact center staff need to be highly motivated with a range of skills, including:

•  Knowledge of computer-based technology
• Good listening and questioning skills
• Ability to build rapport with customers and colleagues
• Effective leadership and teamwork
• Ability to exceed customer's expectations

Let us find the right caliber of staff to help your business reach its potential.

Identifying your needs

Kelly® appreciates the complexity of sourcing the right candidates, whether for a customer service or selling environment or for handling inbound/outbound calls.

As a part of KellyConnect's program, we conduct a customer needs assessment to understand your company's culture, working methods, workforce, and business objectives.

What KellyConnect can do for you:

• Lower recruitment and training costs
• Reduce staff turnover
• Increase staff productivity
• Save valuable time
• Help you become a best-practice customer contact center
• Ensure worldwide consistent service delivery

Targeted recruiting

As an integral part of KellyConnect, we use targeted recruitment techniques to identify candidates with the essential interpersonal and behavioral characteristics to best fit with your contact center team.

Thorough testing methods

The KellyConnect screening process begins with a Telephone Prescreen. This allows Kelly to ask preliminary questions and help identify articulation, tone, pace, and command of the language. The program then offers the Behavioral Skill Analysis that has been tested and validated to effectively assess a candidate's:

• Job performance
• Predicted tenure
• Customer service skills
• Sales skills

The KellyConnect program also includes a Behavioral Interview to help identify and verify past behaviours relevant to successful job performance. The Behavioral Interview benefits you by increasing the likelihood that the employee will perform successfully; and it benefits our candidates by helping them land jobs that match their qualifications and experience. It can be made in different languages.

The PinPoint Selection System®, Kelly's exclusive computer-based testing and training system, covers the most popular Windows® applications, ensuring our candidates have the critical multi-tasking skills for your contact center environment.

KellyConnect Training features

Guided by our best practices, as well as best practices of the contact center industry as a whole, we offer thorough courses in facets of the contact center , such as customer service, sales/ telemarketing, collections and leadership.

Recognition and retention of staff

Our most valuable asset is your most valuable asset. To enhance morale and motivate staff, we have devised a series of retention and incentive programs to recognize top performing employees. Feedback from you and employees helps us refine our recognition programs for maximum satisfaction.

KellyConnect's comprehensive recruitment, screening, assessment, training and retention tools look at all the competencies and characteristics necessary for top-performing customer contact center workers. With the right people in place, turnover is minimized, recruitment costs are reduced, and productivity is increased-helping you meet your business objectives.

From temporary and full-time staff placement to total outsourcing options, Kelly services s the contact center staffing solutions company.

For further information please do not hesitate to contact us.

Kelly Services Hungary

1062 Budapest
Aradi u. 8-10.

Tel: 0036-1-354-2770
Fax: 0036-1-354-2771

Email: info@kellyservices.hu