People management
Employee experience to improve Customer Experience
Through recruitment, organization, and training, put people at the center so that the employee is your first ambassador.
The Experience Factory requires an Organizational Model aligned with its strategy. To achieve this, selection, training, compensation, and ultimately all the stages of the “employee’s journey” require careful designing that fosters an optimal Employee Experience.
Do you need to change the organizational structure of your center?
People Management
At ON Solutions, we help contact centers reach their full potential through a comprehensive approach to people management. Our organizational redesign ensures efficient structures that allow for the effective management of customer centers in both operational and support areas. We improve the employee experience, reducing turnover and increasing engagement, which translates into motivated agents and better customer service.
In addition, with our recruitment service, we ensure that each position is filled with the right talent, ensuring a smoother operation focused on delivering exceptional end-user experiences.
Can we help you define a training plan?
Training
We offer both initial and continuous training. Initial training assists with the process of integrating people in to the company’s teams. Continuous training allows for talent to develop. This training is available in person, online, or through online content on an e-learning platform.
A continuing education strategy should address both “hard” skills (specific to products, services, and support tools), as well as “soft” skills, (including, but not limited, to communication, claims management, sales techniques, and conflict resolution).
