Sophia May
What Is The World's Highest Mountain Peak – GC Services has been providing customer service for a large electronics company for over fourteen years. The trial program includes working with dedicated customer support agents. We’ve used best practices gleaned from our experience to deliver a great customer experience, resulting in better than expected after-call handling, wait times and average handling times for our agents.
Every month, the agent’s performance is compared with everyone in his network, with incentives given to the client who has the best position in the case according to the results of the CSAT survey. Our leadership style focuses on weekly and monthly competitions, focus groups and supplementary training as needed. “We apply the 3 E’s to every call: empathy, engagement and product excitement,” explains the responsible project manager. “We want every customer interaction to be memorable.” We believe that with the right training, hands-on training and customer focus, we can provide a better first-time experience that prevents repeat calls and makes it easier for our agents to handle more customers each time. Although it has several competitors, GC Services is consistently among the top sellers and receives a disproportionate share of the available incentive dollars awarded to our agents and managers upon achievement.
What Is The World's Highest Mountain Peak
For the first time, our focus on delivering great service has included the development of a program we call FCR Homework. Each week we give away a package to every agent who registers their customer’s callbacks. Agents should then learn why customers returned, what questions were asked, and how the customer’s problem was resolved. This lesson has been proven to help train agents to provide first-time service and avoid repeat calls. We shared this process in a customer forum for best practices, which led to widespread adoption of the program and ultimately helped improve FCR rates for other sites.
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Thanks to our flexible schedule, we successfully manage the unique challenges of this company’s peak season, which occurs every year in September when new products are released. In recent years we have been asked to double and quadruple the number of agents at the stated level, and to accommodate the increased volume each year, and to provide more jobs, better agent opportunities and an environment – requested rapid decline as the environment deteriorates.
To achieve this growth, our managers present a roadmap to the customer each year in May, as all new agents must be trained and ready to answer calls by the first week of September. The plan details the number of delegates each week and the training schedule. Once the plan is approved, our HR team will begin arranging interviews with applicants. In the past year, eight instructors have been trained and six groups have been held simultaneously to ensure that all temporary employees are trained on time. Properly managed, we can provide agent relocation, varied day-to-day duties for eligible agents, advertising opportunities and part-time employment for agents in higher education. We have found a way to retain our strongest agents while increasing the productivity and cost efficiency that our customers have come to expect.
We collect customer experience stories from businesses just like yours, and we want to hear from you about how you overcame a major business challenge. Enter your email address in the form below and one of our interviewers will schedule a time to speak with you. Team Crescent’s Johan Lilya from Sweden participated in the world’s best MTB race, Yak Attack, in Nepal.
Yak Attack in Nepal is one of the toughest MTB races in the world. Many tribes claim to be the only, strictest in the world. However, the Yak Attack has two components that make it stick, length and height!
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This route is the popular Annapurna route from Kathmandu through the Himalayas to the Chinese border at Pokhara. The total distance is 400 km and you can walk 12,000 meters to get there. It’s something to chew on and the route usually takes 25 days to travel. To make it more difficult, one has to climb again along the Thorong La route at an altitude of 5416 meters. So don’t go off road on a bike and do it in 8 days?
When I missed out on applying for a place in the Vasaloppet last fall, I needed something to occupy myself with (the Vasaloppet may not be a sport, but what happened when I decided to run the whole race twice this year). 90 kilometers). I had been aware of Yak Attack for a few years and applied. After doing the seeding process, which is what kind of events and competitions I did, I got 1 out of 30!
It’s time to start training like a pro. My goal is not only to really prepare for the race, but also to compete with the Nepali guys to get on the podium! A non-Nepali has never taken the stage.
I trained from professional level to elite. From June to March and I got stronger and faster every week.
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The Swedish bicycle brand Crescent became my new home during construction and I found a place with the Crescent team (http://teamcrescent.se/johan-lilja-team-crescent-medlem/). I was also the captain of a multi-sport team called Crescent Adventure (http://teamcrescentadventure.wordpress.com/).
One morning in March, I hopped on a plane in Stockholm and landed in Kathmandu 20 hours later. It’s a crazy city!
After a few days of preparing equipment and relaxing in Kathmandu, the race began. The total number of riders was 37 and many of the world’s most advanced bikes were there. Ohhh, this is going to be tough, I thought before take off, and we climbed 1,990 meters above the outskirts of Kathmandu (1,400m).
The first day I managed to hurt my back, but I got up to the end. The last 5km was devilishly hilly and the heat started to show and it took me about 5 hours to reach the finish line.
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Day 2 was a monster stage of 80 km and 3000 m of climbing. My back was killing me, but I held on as hard as I could. The climb was tough, but not as bad as other trails where the bike was pretty tough.
The back is very sore, but on the third morning I decide to start the third stage, which should be a relatively comfortable place on the bike. I pushed on and finished 12th, which felt good because as I said it was my first time in the race. Unfortunately the seatpost broke and I ended up trying to ride an extra hour, but I tried to fix it with a whole friendly village of people. But after a while I had to throw in the towel and jumping into the jeep for the last time was very frustrating!
I couldn’t solve the problems (which is a story in itself) and I decided to do the last week without walking or cycling. Also, I really wanted to do the Thoring La-Pass!
On the fifth day I rode for 9 hours and finished before the last cyclists! This explains how difficult it is to run the race on a mountain bike at the speed I’m going.
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The last three days before the pass we hiked from 2,700 meters to 4,530 meters, including a rest day at 3,800 meters in Manang.
Sleeping at 4,530 meters is unreal. The ground shakes beneath you and your appetite is ravenous. You have a slight headache and you may find yourself lying in your sleeping bag and suddenly catch your breath!
At 03:00, still dark, we lined up for the start of stage 7, “the pass”. The first 5 km gives you 1000 meters of climbing, so it was very steep at first! A few hours later, just as the sun was setting, we reached the top! Blue skies and no wind made it very easy and no one had any serious problems from the height apart from headaches and swollen hands.
Since the climb was fast and our last two days at high altitude were relatively quick, we descended after photographing the summit at about 1000 meters. The whole scene took us about 10 hours!
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The last two days were a steady journey to the last city of Pokhara, where we spent two days and had the awards ceremony. I was called to the stage and I was told one
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