The Attributes of Top Performing Service Teams

In today’s challenging business environment, ineffective or incomplete service experiences can have devastating effects on existing customer relationships as well as the ability to attract new customers. High performing businesses recognize the importance of having their service teams working at top performance. OutPerform provides training and coaching to assist service teams in taking performance to the next level. OutPerform leverages their 25 years of call center experience to assist their clients in:

  • Improving the quality of every customer interaction
  • Adopting an approach to service that focuses on maximizing the customer experience
  • Equipping managers/supervisors with skills to lead and coach effectively
  • Providing a roadmap for all service agents to provide more effective service to customers
  • Impacting the overall value the service organization delivers to internal partners

OutPerform provides these value points through their proprietary methodology – Attributes of Top Performing Service Teams. Elements of this training include:

  • Development of a customized skills assessment for both the agent and supervisor level. This assessment is deployed through our secure website and allows for both self-assessment as well as for supervisor/manager scoring.
  • Extensive leadership and coaching training for first-line supervisors and second-line management. This training equips leaders with the strategies and tactics to inspect the things that are expected of their teams.
  • OutPerform utilizes leading edge methodology that includes:
    • A customer-centric approach to handling all types of incoming service calls
    • A consultative approach to handling more complex B2B service cases
    • Emphasis on key emotional intelligence competencies taught through the eyes of the service professional. These competencies (aka Attributes of Top Performers) include:
      • Attitude:  Being optimistic, and demonstrating resiliency
      • Integrity:  Building trust through empathetic listening
      • Motivation:  Taking initiative, being a self-starter
      • Accountability:  Accepting ownership of everything that comes your way. Being accountable for results.