１１月２８日～、沖縄出張始まる。
１１月２８日（水）沖縄出張が始まった。今回の目的は、こんな感じである。
- ①．新規コールセンター構築の現場調査
- ②．名桜大学へ瀬名波学長へのご挨拶＆産学連携のご相談
- ③．名桜大学の来春入社内定者との懇親
- ④．JASIPA沖縄支部での米国JustSkill社社長のセミナー開催
そのほかにも幾つか、仕事での打ち合わせがある。
北谷町、アメリカンヴィレッヂでのコールセンター！
今回は、新規コールセンターの施設の視察である。沖縄の北谷という町に「アメリカンヴィレッヂ」という洒落たモールがある。一瞬、ここはアメリカ？というような雰囲気をだしている。私は、良くアメリカへいくので、非常に馴染みやすい光景である。
こんなところで仕事ができたらいいなぁ。精神的にも環境的にも文句なしである。ここへコールセンター？
「うそでしょ！」っと言いたくなる。でもここにコールセンターを立ち上げる話しがある。
サービスを提供するコールセンター、心のゆとりが必要！
コールセンターは、お客様に対してサービスを提供するもの。それもホテルであれば、ホテルマンが全身でお客様にサービスを提供すればいい。しかし、コールセンターのオペレータは電話一つでお客様にサービスを提供しなくてはいけない。『五つ星ホテル』は最高、『五つ星』コールセンターがあってもいい。
そのために大切なことは、コールセンターのオペレータ一人一人が「心にゆとり」を持つことである。ゆとりなくして、お客さんに最高のサービスを伝えることはできない。そういった意味からすると、この北谷、アメリカンヴィレッヂでコールセンターは最高の発送だと思う。
しかも、このコールセンターオペレータ用にこんなリフレッシュスペースが提供せれる。
至れり尽くせりのコールセンターではないだろうか。コールセンターの経営に大事なこと、いくつもあると思う。より良い設備、電話回線や電話機、パソコン、CTIソフトなど、必要なものは多い、でも一番忘れがちで一番大切なのはお客様にサービスを提供するオペレータへの思いやりである。こんな環境で、働けるオペレータは心にゆとりがもてるはずである。
『CallNavi』で「五つ星」コールセンターを目指そう！
まぁ、コールセンターにも中にはひどいものもある。ただ要件を伝えればいいや見たいなものだったり、注文を受けるだけだったり、いろいろあるが、どうせやるなら『五つ星』のコールセンターを目指したい。その実現をサポートできるのが、弊社の『CallNavi（コールナビ）』である。
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