Why I created bebexs!
Running an international company with multiple offices, I was unhappy with the quality of the service we were providing our clients.
We continually struggled to get our call agents to use the words, phrases and call structure required to achieve an outstanding result.
To improve the standard of our incoming and outgoing calls we were always dismissing and hiring new staff. However, no matter how much coaching
and training we provided, the new agents would after a few weeks on the phones, pick up bad habits.
We were employing good people, using our best employees to train them, but then somehow they were becoming bad. The situation was driving me insane!
I seriously considered closing the whole call centre. However, in my heart, I knew it was my fault, not theirs.
I searched for a solution but couldn’t find one. Like most entrepreneurs, I am forever an optimist and believe everything is easier to do than it is.
So I decided to create a call assessment application. What a task, it took ten times longer and a lot more money than I anticipated. Developing an
in-house solution is an expensive option, but it also allows you to try different strategies, we were continuously updating, experimenting and
fine-tuning things to get them just right.
We have been using the bebexs call assessment centre internally for two years now. Initially, we had mixed results. No matter how diplomatic you are,
staff usually regard feedback as criticism and can quickly take offence. We had to make multiple changes to the design to encourage positive
participation. After our latest major update, we realised that we had finally found the “Not so Secret Sauce”! (link)
How did we know we had got the solution?
Our results shot up, customer satisfaction and productivity increased, and our call centre staff were on-board and happy about their contributions
to the company.