Q & A WITH JP STOLTENKAMP


Q & A WITH JP STOLTENKAMP

EARLIER THIS YEAR, A LOT OF HYPE AND EXCITEMENT SURROUNDED THE PRE-LAUNCH OF THE NEWLY ROLLED OUT LEVELS AND STARS PROGRAMME. WE ASKED JP STOLTENKAMP, AN EXPERIENCED SKILLS FACILITATOR IN OUR ORGANISATIONAL DEVELOPMENT TEAM, TO SHED SOME LIGHT ON THIS MUCH-ANTICIPATED VENTURE, WHICH SUCCESSFULLY LAUNCHED ON 22 FEBRUARY 2018.

What exactly does the Levels and Stars programme entail?

Levels and Stars is an achievement-based programme in which our Customer Service Hosts need to collect 8 stars by achieving tasks and objectives, in order to progress through 3 different levels.

What do the Hosts need to do to collect 8 stars per level?

They each have to complete 4 specific duties/tasks as well as 4 online courses and assessments.

Who are invited to take part in the programme?

All Customer Service Hosts within our retention brands.

What rewards can participants look forward to?

Apart from receiving a certificate for every level they complete, Hosts will also be able to build their own “personal brand” during the process. And since the programme’s based on self e-learning, Customer Service Hosts will be able to independently focus on their own growth and development.

What do you hope the outcome to be?

As proud winners of the 2017 CCMG award for Best Outsource Contact Centre, we’ve set the bar for service excellence pretty high and would like to keep it that way. We strongly believe that the more skilled and confident our Hosts become, the better our customers’ experiences will be – ultimately improving on the business’s bottom line. Respectively, Levels 1, 2 and 3, pay attention to individual-centered, team-centered and finally business-centered behaviour. By growing and developing our talent pool of Customer Service Hosts via these focus points, their work review scores and all-round performance will improve.

Are you planning to continue with the programme in the future?

Yes, definitely. We’ll be running it continuously every year. A new Customer Service Host can finish one level per year, so it will take them a total of three years to complete the programme.

2 DECEMBER 2019
Work and Play in Cape Town!

21 NOVEMBER 2019
The Evolution of Mobile at DigiOutsource

15 NOVEMBER 2019
Digi Women in Tech: Andrea Bryant

11 NOVEMBER 2019
We Make Moving to Cape Town from an Overseas Country a Breeze!

6 NOVEMBER 2019
Work Abroad, Move to Cape Town!

31 OCTOBER 2019
DIGI WOMEN IN TECH: LYNDELLE LOK

28 OCTOBER 2019
LONG SERVICE AWARDS: KHANYISA POTO

22 OCTOBER 2019
DIGI WOMEN IN TECH: JAYD WILLIAMS

21 OCTOBER 2019
THE DIGIOUTSOURCE CUSTOMER SERVICE AWARDS 2019

17 OCTOBER 2019
THE IMPORTANCE OF REAL-TIME RISK MANAGEMENT AT DIGIOUTSOURCE

10 OCTOBER 2019
DIGI WOMEN IN TECH: ANKITA DALMIA

2 OCTOBER 2019
SOFTWARE DESIGN FOR MODERN ARCHITECTURE

16 SEPTEMBER 2019
THE IMPORTANCE OF GOOD LEADERSHIP TO EFFECTIVELY SCALE A TECH DEPARTMENT

13 SEPTEMBER 2019
INTERVIEW WITH CARLO PHILLIPS

9 SEPTEMBER 2019
DIGI WOMEN IN TECH: CHERYL FOWLER

26 AUGUST 2019
SOFTWARE ARCHITECTURE AT DIGIOUTSOURCE

20 AUGUST 2019
DIGI WOMEN IN TECH: TRISTAN TONG

12 AUGUST 2019
DIGI WOMEN IN TECH: DUDU MHLANGA

5 AUGUST 2019
RISK SERVICES CAREER DAY

1 AUGUST 2019
DIGI WOMEN IN TECH: REHANA LEVESQUE