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Interim & Training is Unamic/HCN's very own specialised and independent division, employing its own specialists with expertise in a variety of customer contact disciplines. Interim & Training supports clients in the design, optimisation and/or implementation of customer contact. After all, contact is capital, and we help our clients derive optimum results and profitability from their customer contact.
Organisations often face customer contact issues such as:
- Restructuring
- Change Management
- Multi-channeling
- Outsourcing
- Co-sourcing
- Offshoring
- RFP projects
Every customer contact organisation has its own specific characteristics, and for this reason, they often differ slightly in their structures. The design of organisational structures is best facilitated when it is based on the strategic and commercial choices the organisation makes.
In setting up customer contact organisations, Interim & Training incorporates the following elements:
- Customer contact strategy as part of company policy and the commercial strategy (commercial organisations) or based on organisations' strategic policy
- Processes
- Systems
- Staffing and supervision
- Management and reports
The numbers tell the tale, and drawing up clear, concise reports is essential. Examples of this are:
- Improvement of customer service and technical help desk performance
- Retention and Sales
- HRM (turnover, absences, quality of recruitment and selection, performance management and compensation structure)
- Work Force Management
- Self-service and channel management
- Implementation management systems and processes
Unamic/HCN has extensive experience in these areas, and is well-equipped to provide you with the right advice and support. All Unamic/HCN Interim & Training consultants are educated in change management and components of Six Sigma.
Our practical approach stands for customisation and quality! |
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Vision: Human factor in human capital
The success or failure of customer contact organizations hinges on having competent people with the desired attitude and the desired behavior. Within customer contact, the human factor is crucial.
Customer contact organizations are inherently labor-intensive organizations. The labour force of every customer contact organization is subject to discussion during each budget round. Unamic/HCN Interim & Training helps its customers to direct the human capital of the organization for better use.
Requirements: Contact Centers require a HR Business Partner
In customer contact environments the interaction between the operation and the HR department is of great importance. Clear objectives, responsibilities and appointments are essential to achieve the maximum performance in a contact center.
To achieve this HR needs to position itself as a full business partner for the operational management. The daily momentum and a demanding contact center environment is often a bottleneck.
Our HR specialists are able to work with your organization do to create the basic conditions. As a third party it is generally easier to identify bottlenecks, to nominate and discuss these. Our initial impetus and support pave the way for your human resource departments and your management to maximize the operational efficiency of your organization.
'HR issues in customer contact organizations':
* Changes in customer contact organizations
* Quality of intake, career development and
* Absenteeism and failure approach
* Competence, education and training
* Organizational culture and characteristics of effective behavior and attitudes
* Effective collaboration between HR and Operation
Our services:
* Baseline measurement: Mapping of improvement potential
* Temporary HR support change projects
* Support in reorganizations, mergers or startups
* Change of organizational structure and organizational culture
* Labor and employment conditions
* Several quick scans in HR field (such as turnover, absenteeism, recruitment, employability, and culture results)
Unamic / HCN Interim & Training has its own office in De Bilt. For more information or to make an appointment: +31-(0)30-890 63 50 |
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Unamic/HCN Interim & Training has a training department which provides daily training sessions for our clients' employees in order to generate a higher, better level of profitability for their organisation. The trainers have been educated in every facet of customer contact, and are our clients' daily guarantee of a thorough and enthusiastic approach. Interim & Training has several different training modules available, which lead to optimum and effective customer contact, where the focus is on the customer. In addition to ‘basic' training modules, a multitude of customised projects are also possible.
Types of training modules available:
- Basic training in conversational techniques
- Telephone sales training
- Service conversations
- Complaints handling
- Cross- and upselling
- Serve2sell
- E-mail processing
- Motivating and managing
- Train the coach
- Coach the coach
- Train the trainer
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Unamic/HCN Interim & Training is Unamic/HCN’s very own specialised and independent division, employing its own specialists with expertise in a variety of customer contact disciplines. Interim & Training supports clients in the design, optimisation and/or implementation of customer contact. After all, contact is capital, and Unamic/HCN helps clients derive optimum results and profitability from customer contact.
The Consultants at Unamic/HCN have accumulated their knowledge and work experience within a variety of customer contact organisations and industries such as finance, care, government, energy, home shopping, consumer goods, Internet and telecom. These highly capable individuals perform a variety of operational and staff functions in a professional and results-oriented manner.
They approach their work professionally and pragmatically, and ensure the customer contact is guaranteed within organisations. From the intake stage up to the completion of the project, Interim & Training keeps its finger on the pulse at organisations.
Several examples of roles and positions for which the Unamic/HCN Interim Managers may be deployed include: Project Manager, Floor Manager, Contact Center Manager, but also Supervisor, HR Manager, Quality Manager, Database Marketer or Business Analyst. |
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Unamic/HCN Interim & Training is constantly looking to design and implement ways to improve customer contact for clients. By optimizing the quality of service, tangible results are created such as increasing revenues from proper customer contact or reducing costs by preventing unnecessary customer contact.
Clients of Training & Interim are organizations, both profit and non-profit, that are characterized by a high degree and frequency of customer contact moments. These are both organizations with their own customer contact center as organizations that have outsourced to a partner facility.
Interim & Training provides customer contact services to organizations in the field of Consultancy, Interim Management and Training. It can also assist with specific Interim Training & HR solutions.
Interim & Training team has expertise in:
* Quality of customer contact
* Performance Management
* Retention and Upsell / cross-sell
* Self and Channel Management
* HRM Solutions for Contact Centers
* Management skills for effective leadership in customer contact organizations
Vision on customer contact
Contact is primarily by listening and asking:
* A customer does not always say what he means
People make the difference:
* People are tempted to change their behavior
Not each customer contact is necessary:
* Save money by avoiding unnecessary contact (process improvements)
* Leverage contacts better to create more value.
Every customer contact has a trigger (cause) and a follow-up (monitoring):
* Customer contact is not a separate activity but part of overall business
Learn from customer contact:
* The customer is always right. Internal business processes and organizations are not always involved in matters that guarantees the best outcome for the customer.
* You should ask customers what they think of you and where to improve.
* Leverage experience from customer contact for improvements throughout the organization.
* Translate knowledge into a methodology for knowledge
Promise and Experience:
* Company vision, policies and customer contact marketing promises must be reflected in the way customer contacts are designed and implemented
Vision process
Work from the customer:
* Build customer-driven organizations
* Listen to the customer (the employee and the customer have daily contact)
* Question and try to understand what the customer means
Actual analysis:
* Analyze the question
* Actual analysis of the current situation
* Enhance Potential Mapping
Collaboration:
* Description of the assignment, approach and assessments with the client
* Entice people to change their behavior to stimulate changes
Results obtained based ona plan and incremental improvement:
* Planning methodology helps to achieve desired results quickly
Sustainable improvement:
* Focus, improve, develop, learn, implement and guarantee |
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