The face of the call centre has changed and evolved quite substantially in the last few years. “Not only is the call centre a 'shop front' to your client, it also serves as a support centre and a means of building a strong relationship with your client by means of consulting,” says Monika Roode, the National Call Centre Manager for Softline VIP, part of the Sage Group.
Call centre staff at Softline VIP undergo a comprehensive four-month training process. The process effectively arms the call centre member with the necessary knowledge they need to double up as a full-fledged Softline VIP consultant who is well-informed on all the legalities and taxation laws that are applicable in the payroll industry.
“We deal with sensitive information that requires professional advice with a personal touch, which makes training crucial to the process,” says Roode.
Softline VIP has implemented a process that it has aptly coined a Client Intimate Discipline (CID). “We actively utilise our call centre staff to form a very narrow relationship with the client and their business. For this reason it is crucial to find the right person for the job,” says Roode.
Client service needs to be at the top of the agenda at all times, says Roode. “For this reason, prospective Softline VIP call centre consultants are subjected to psychometric testing, they must hold a minimum of a BCom degree, and must be a person who is willing to work with people and passionate about customer service.”
Populating a call centre with the best people requires cutting-edge technology to support the skills. “The technology that is available to the call centre market can automate the entire process, connecting the caller with the last person they spoke to as an example. We currently utilise a comprehensive client relationship management system that keeps tabs of interactions that our consultants have had with clients, simplifying the process and giving anyone an insight into the relationship. The technology aids in keeping the contact personal and saves the client from having to repeat arbitrary information unnecessarily,” explains Roode.
“Investing a great deal into our staff makes staff retention a very real problem,” explains Roode. The training and experience that Softline VIP call centre consultants have provides them with a unique set of skills that allows them to step out into the market with enough knowledge to fill a high-profile position. “For this reason we have launched a comprehensive health and wellness programme that includes performance appraisals, regular health checks, social events and a comfortable and fully-equipped work environment.
“We strive to build a narrow relationship, not only with our clients, but our staff as well. It provides us with the means of retaining the human capital that is crucial to the success of our business,” concludes Roode.
For more information, visit http://www.softlineVIP.co.za.
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Softline VIP
Softline VIP is a leading supplier of payroll and human resource management solutions in South Africa, Namibia and Botswana. Coupled with an extensive service offering, Softline VIP is the only payroll and HR solution geared to meet the challenges of the modern payroll office. The VIP products are synonymous with ease of use, stability and reliability, with the flexibility to cater to the unique needs of every client. VIP promises long-term sustainability over and above legislative compliance. VIP understands the human resources and payroll environment and offers the client peace of mind by providing a total solution.
Softline VIP achieved an overall fourth place in the top 10 for medium businesses in the Deloitte Best Company to Work for Survey 2009 and a second place in the industry category “business and professional services”. Softline VIP also emerged one of 48 participants out of an overall 98 to score above the standard of excellence threshold of more than 75%.
Softline VIP products include:
VIP Premier - Softline VIP also supplies leading technology to service large and corporate clients. VIP Premier is geared towards increasing the functionality of payroll systems and provides an uncomplicated solution for medium to large organisations. One of the key features of this product is that it is quick to implement in comparison to similar solutions. Meeting the needs of any payroll office and supplying the most suitable solution is important for Softline VIP as it strives to ensure practical solutions for all users. Our products are easy to use and reliable and the information produced is accurate and complies with all statutory requirements.
VIP Classic - VIP Classic is the perfect solution for clients with bigger operations than the one-man business. VIP Classic provides the same flexibility as larger systems but is aimed at the small to medium sector. This software offers a total solution to users.
VIP Essentials - VIP Essentials is geared to small businesses and contains the same ease of use and stability of all VIP's products. VIP Essentials is an affordable product making it an ideal solution for the small business paying less than 30 employees.
Softline has a solid track record of profitability and cash generation. The group delivers quality accounting, payroll and CRM software solutions that improve the efficiencies of businesses around the world.
Softline is a leading provider of business software and related services. Founded in 1988 by Ivan Epstein, Alan Osrin and Steven Cohen, Softline was established during the formative years of the business software industry. Whilst Softline's heritage is in the SME market the group also offers expertise and solutions that meet the needs of specific industries and larger organisations. In 2003 Softline was acquired by The Sage Group, a FTSE 100 company. Softline has a solid track record offering customers local expertise backed by the global Sage brand. The group delivers quality software solutions to make customers' business lives easier.
The Sage Group
The Sage Group is a leading global supplier of business management software and related products and services, principally for small to medium-sized enterprises. Formed in 1981, Sage was floated on the London Stock Exchange in 1989. Sage has 6.3 million customers and 13 600 employees worldwide. It operates in over 24 countries covering the UK, Europe, North America, South Africa, Australia, India and China. For further information, please visit http://www.sage.com.
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