I am studying the company RCI that is a call centre and a call centre can be described like the following paragraph tells you: A “call-centre” as a group of people processing a large number of telephone calls. Within this, call centres can be divided into two groups: inbound and outbound systems. Call centre inbound systems include various systems that expedite and improve the incoming call process, typically used in call centres that receive incoming calls.
These systems are used for routing customer calls efficiently and some systems enable the caller to obtain information directly from the computer (without agent intervention) with the use of computer telephony integration. Call centre outbound systems improve the outgoing call processes. It is mainly used for telemarketing-type campaigns, facilitating the placement of a large volume of outbound calls in the call centre environment. RCI was developed in 1974 and since then RCI has supported the marketing and sales efforts of timeshares developers and offer exchange flexibility to timeshare owners.
RCI (Resort Condominiums International) relies on an ‘indirect model’: it doesn’t build, sell or own timeshare properties. RCI serves as a growth partner to it clients and supports their sales efforts directly, while also obtain new members indirectly. Basically RCI succeed only when its affiliates succeed. There are two RCI call centres in the United Kingdom and Ireland. The call centre in Ireland is in a city called Cork and they employ up to three hundred people. The second call centre is based in Kettering and they employee up to five hundred people.
The main competitors for RCI are Thomas Cook and First Choice in the UK so RCI have to try really hard to get customers. In 1974, RCI pioneered the concept of exchange vacations. Since then, millions of timeshare owners have discovered that an RCI membership really enhances the quality of vacation ownership. Today, RCI has more than three million members worldwide, who enjoy dream vacations at RCI’s 3,700 affiliated resorts. These timeshare owners and resorts are a unique community of travel enthusiasts with the common bond of a lifetime commitment to quality vacations through timeshare.
RCI Community members benefit from the knowledge, experience and resources of RCI’s Guides, who provide assistance in the planning of exchange vacations. RCI is the world’s expert in exchange vacations. An exchange vacation allows members to discover new places and enjoy the freedom of resort vacationing all over the world. RCI is considered within the timeshare industry as the global leader in exchange vacations. This will consist of the new employee getting familiar with the building and the time table (for breaks and lunches) and for them to feel comfortable and feel apart of the environment and the other employees within it.
If they feel welcomer then they will feel more confident. Company over view An overview helps new employees to understand background and show where the company is going, helps them understand the ownership and the percentage they own in the market share. Increased understand what the company is expecting from new individuals (co-operation and commitment). Then can become familiar with the organizations aims and objectives and where possible how the candidate is able to contribute to these aims. Introduction to the industry: travel week and travel
The employees to get familiar with the structure of the industry To know the difference between airlines, travel agents and tour operators so the employee realises the speciality and uniqueness of RCI How does RCI fit into to the industry? Introduction to EC directive All this is for the employee to understand RCI’s position in the market and their hoping to achieve. Company policies and procurers E. g. health and safety, salaries, benefits, absenteeism etc. Health and safety is so the employee doesn’t harm himself or any one around him.
The new employee will also understand the amount of the salary and benefits are there to motivate the employees so they can be more productive to get these financial incentives. And it also a good idea to have this theme as one of the first thing, because the new employee can decide if they like the terms and conditions of the business to be able to decide if they want to stay with the company and not waste the companies time, effort and money Communication skills, – soft skills e. g. sales/customers service (inbound and outbound)
This is to make the new employee familiar with good customer service so that RCI can maintain their level of efficiency within the company to be able to maintain their customer satisfaction. They would learn techniques to keep the customer happy and calm encase an irrational situation arises from an unhappy customer. They would have to be familiar with the after sale service is well as before sale service. This includes what happens once the booking is made? Amendments and cancellations Paying the balance. Call guidelines/script training This is to provide a guideline to the new employee to follow when on the telephone to customers.
The whole process will be more efficient because all the questions and answerers will be more focused in the task at hand, which will keep the company efficient. Geography skills The new employee will have to have good knowledge of the holiday resorts that RCI offer so that they can direct the customer the best place to suit them, for luxury and financial needs. This is important because it makes the customer service expeditious and the customers will be happier that they got what they wanted without hassle. The new employee will have to be familiar with airport codes and AS400 airport files. Product training specific to the job
They will have the opportunity to listen into live calls specific to what they will be doing. There are two types of training in a room with tests and applied training when listening and being more practical such as role-playing. All these help the new candidate become more comfortable and more productive when actually doing their job. Computer processing skills – database system training As well as have good customer service skills the new employee will also have to have good computer skills to keep the procedure efficient so the customer stays satisfied, and they will also have to learn the companies software and how to work them.
Customer service is the key to success. Reporting and monitoring requirements The new employee will have to be able to keep a record in the computer of all customer requirements, sales and inquiries, they will add this to the database so the company can analyse it and make improvements to the organisation. Each candidate will be taken through the reporting and monitoring procurers management appraisals. Simulation exercise to provide a certify that the new recruits has been assessed (involves role playing/listening into dummy calls, work sheets etc.
) This it running practice sessions to make sure that the new employee has knowledge off all areas that he/she will need when it is needed. These include role-playing and an inbound/outbound consultant and work sheets. The company has to maintain their levels of standard and the way to do that is to make sure all its employees are up to this standard. Employee motivation package This motivation package that I have chosen to offer the successful candidate so that person stays happy, stays with in the company and stays productive.