Whilst our business keeps changing, a lot of our KPI’s don’t. Do you have any views on effective KPI’s for contact centres and customer service environments

A.

You are not alone; in fact we have run workshops for several clients who were struggling to drive the desired results. Customer service expectations are evolving rapidly and sadly too many businesses are still relying on outdate measures and approaches to planning and performance. Click here to contact us and find out how we can help you become more effective in this critical area.

Q.

We need to reduce how much we pay for our credit and debit card transactions, and a colleague mentioned you had saved him a quite a lot of money. How did you do it?

A.

We are an Independent Sales Organisation for Tyro payments and have in fact signed a number of businesses (including ourselves) over to Tyro so that can save money not only on the actual transaction fees, but also the merchant fee (%) charged on cards by the traditional banks. Click here to download our brochure on how Tyro works. Calculate your savings and then give us a call to help you

Q.

People often talk about dispute resolution models but have yet to see one that suited our business structure. Can you give us some advice on dispute resolution in the customer service arena?

A.

Certainly can, we have developed and implemented a very effective strategy based on over 20 years experience. We recommend this to our clients and provide training in how to implement it effectively across their businesses. Click here to download the model.

Q.

What makes TeamRed different to any of the other consultants in the Customer Management area?

A.

When undertaking any customer management or consulting assignment, we apply our unique SPEC™ methodology. This provides our clients to an optimal range of outcomes which can be pursued in alignment with overall strategic plans. Where operational, financial or budgetary constraints apply, it also allows the outcomes to be pursued via a series of logical phases. Each area is broken down into “easy wins” and long term solutions so that benefits can be achieved immediately.  Typically it delivers immediate improvements of a minimum 20%. Click here to download further details.

Q.

Why is it that people say financial failure does not happen overnight – that credit staff should be able to prevent more bad debts than they do? We find it hard to find experienced credit staff and need to accelerate their learning.  Where can we get this information?

A.

We understand your predicament, and there are some very predictable indicators of impending financial duress or even failure. Whilst not seeking to over simplify we do have a list that has proved to be a very good guide over many years. Click here to download our list of indicators.  This is definitely only a beginning – we recommend you enrol those staff in one of our proven workshops where this information can be complimented by a much more detailed understanding of effective credit control techniques & practices.

Q.

In our business we often get the same old excuses but our team rarely seems prepared for them, and the only texts we have found are not suited to the Australian market.

A.

Q.

I have a large workforce with a number of teams, but their consistency and performance ranges from great to terrible, despite putting all of our leaders though our leadership programme.

A.

The failure of most leadership programmes is that they rarely focus on harnessing the most under utilised asset of all teams – their diversity. As accredited Herrmann International practitioners we have enjoyed enormous success in improving team performance and productivity by as much as 25% using the Herrmann Brain Dominance Instrument (HBDI)™ and applying Whole Brain Thinking™ to a range of workshops and business activities.  For more details on either the HBDI or Whole Brain Thinking™ click here or contact us.

Q.

I see you are an accredited Herrmann International practitioner. What is the Herrmann Brain Dominance Instrument- is it an employment profiling tool.

A.

We are extremely proud to be an active Herrmann practitioner. The HBDI is much, much more than an employment profiling tool, and in fact we do not recommend it for that purpose unless it is to assess the suitability of shortlisted candidates. Click here read more about the power of the HBDI.