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Academy Bay in Action The Academy Bay is the incarnation of Your Call Center International’s formula for success: Methodology + People + Technology = The Customer Equation This formula is the basis for our success and the foundation of what I am observing and proposing in the Academy Bay. Solid practices, earnest people and applying the technology available does mean premium service to our clients and their customers. Here in Academy Bay, we have an enormous responsibility to help those who need it the most, the new and the struggling. In doing so, we also have an enormous opportunity to pioneer. Given the dynamics of the Academy Bay, a relatively small group with dedicated Quality personel, Coordinators, Mentors and TSA’s, intensive training and retraining can be conjoined with refining the floor wide education and information process. When a class graduates from their in-class training they are no longer thrust out onto the floor, left to their own devices to develop bad habits. Instead they are brought into an evironment where their first experiences are designed to instill effective practices and prepare them for success on the floor. This sort of training is proactive and preventative. Applied Training Imagine new agents occupying cubicals alongside their neighbors, possessing a firm understanding of their support boundaries, having extensive practice with their tools and the supported product, oozing confidence and meeting their metrics with ease. This doesn’t have to be a reach.
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