Our New Employee of the Month - January 28, 2007

Few months ago, webgreeter.com came up with a bonus plan that linked bonuses directly to the employees’ performances. By selecting an ‘employee of the month’ and rewarding him with a bonus, we believe we are motivating our workers to do better. The employees are judged on their punctuality, quality of work done, their attitude and their initiative to learn and go an extra mile. Webgreeter.com is happy to announce that their new employee of the month, Tom Felton, possesses all these qualities, and is seen as a keen and sharp employee.

As shown by Felton, there’s more to punctuality than merely arriving at work before time since, for a Live Greeter, it also includes converting browsers into buyers before they click away to a competitor’s website. More often than not, visitors can be hesitant and indecisive; and when not provided with relevant information soon enough, can be driven away. The greeter’s lack of product/service knowledge inevitably leads to provision of incorrect information and delays in responding to customers, both of which result in a loss of potential clients. Hence, punctuality and product/service knowledge are not just standards but are, instead, essentials for a Live Operator. On both counts, Felton was up to mark. All of his conversations are executed in real time, and his spot on replies to customers prove that he had done his homework thoroughly.

As regards judging the quality of work, it’s more about the competency level, i.e., the employee’s ability to perform assigned tasks. Felton maintains that the role of Live Chat Operators demands that they become partners with visitors to share and solve their problems for them. Providing them with all the relevant information, extracting details regarding their needs and requirements, handling the presales process without any effort on the customer’s part make for a pleasant and memorable experience for site visitors. For Felton, increasing sales for the business and making the customers happy are equally important. He understands that in the cutthroat world of online business, a personal relationship with consumers is the key to future success. Felton actively strives to strengthen personal relationships with consumers, which is also an effective customer retention strategy.

Live Chat Operators are expected to go an extra mile with their work. An employee who takes the initiative to learn more is seen as a dedicated employee. Felton’s most remarkable trait is perhaps his drive to think outside the box; constantly proposing new ideas and adopting fresh approaches to achieve higher results. He also volunteers extra information to customers, making their experience as hassle free as possible.

It goes without saying that employers value enterprising employees like Felton, and webgrreeter.com is glad to know that he continuously tries to upgrade his performance, despite being one of the best.

2010-05-18T12:11:09