This is an account of the outsource working partnership between Voxpro and the world’s largest search engine company since 2009. This details how the management team saw the growing requirement for developing the onboard training in to a longer, structured ‘graduation’ program. This account is delivered by the team leaders and agents in their own words who’ve worked on the project from the beginning.
Grad Bay – After the extensive, in-depth training our new team members now enter Grad Bay where they develop further and put in practice the knowledge/skills they have learned. We have a support network of Team Managers, Points of Contact, Quality Leads and Trainers to offer advice, further training and ultimately a shoulder to lean on when required. This new concept was rolled out by Voxpro in November 2011 and is something that has been adopted as part of our overall restructuring for efficiency that is taking place within this client’s department in Voxpro.
“Having worked as a legal professional handing 100’s of property conveyancing cases a year, I relished from the first day the change of working with this client. Now, two years later, as a Manager in both the client’s department and Shared Services I have witnessed the benefits which both Departments have brought to each other as ideas and improvements are shared across the organization. My transition from the client’s department to Shared Services and back again was seamless given the standardized operations across the Company. My experience has allowed me to observe how both areas mutually assist each other on an ongoing basis, for example:
The adherence principles perfected in Shared Services are being used to improve the model deployed in the client’s department;
The Product Champions in Shared Services (agents with advanced knowledge of particular services) are mirrored in the Points of Contact (POCs) in the client’s department. These are agents who have demonstrated an affinity for their speciality and have proven skills in disseminating advanced information to their colleagues. This provides the agents with an extra level of contact and support;
The Quality Team in Shared Services regularly meets with their counterparts in the client’s dedicated team to share ideas and innovations. Whilst the methodology necessarily differs between the two branches of the business, the underlying principles for ensuring high quality assurance is fundamentally similar;
When the client requested Voxpro to engage in First Call Resolution, the Managers looked to Shared Services for assistance given their years of experience in call handling.
The Company was immediately able to bring its huge experience in this area to meet the client’s new requirements from the outset. The Training methods developed in Shared Services over a twenty year period were subsequently replicated for the client and as a result, the changes were introduced with a minimum of disruption and seamlessly implemented.” – Kieran, Team Manager.
Our agents are recognized by our client as trustworthy with fantastic levels of knowledge. An example is the case of Kevin S., an MMS Point of Contact here at Voxpro, After a series of conference meetings and evaluations with the client’s office in the United States, Voxpro now has its first contributor (Advisor) to the client’s Forums, in Kevin. Kevin’s appetite for the product and his product knowledge made him a standout candidate for this project, demonstrating the passion he has for this client. He now makes a difference to many millions of the client’s customers.
We have built our in depth knowledge of the client’s Products by working closely with the teams around the world. We face different challenges everyday which is what keeps us fresh and on our toes. What doesn’t change is our key focus which is“ assisting the customer”.
What does it mean to us?
“Working with Voxpro has been so rewarding and such a fantastic experience. Learning and developing alongside the client for many of us is a dream come true. If you are a fan of the products old and new, the pleasure is in the work.
We have built a great team of agents and we are proud of every single one of them and the diversity they offer. Voxpro is growing and will continue to develop and I want to be a part of it. The culture is one of professionalism but one of openness that leads to a real family feel. It’s a fun place to be as well, where a laugh and a joke can be heard on a daily basis. The energy is very positive and this feeling is infectious and our challenge as managers is to continue to drive this ethos.” – Mark, Team Manager
The team at Voxpro is looking forward to embracing any future challenges as we continue to work with the client on many more exciting projects.
“Your Vision. Our Focus.”