Appletree Answering Service

How do you communicate and educate 400 people across 12 sites nationwide?  You go on a Road Show!

I know it seems silly, but I will tell you, aside from the topic of my traveling expedition, it is as real and worth while as any project I have worked on.

The overwhelming objective that came to light pretty quickly after speaking to a few of our front line agents was they were not aware of the company’s goals, how they impacted those goals and the importance of their role within the company.  So with those initiatives in mind, I created a presentation that was not only informative, but drew from real examples in their everyday lives and experiences at Appletree, and tried to make it fun. 

The presentation kicks off with a very clear description of the company’s goals, the respective site level goals and drills down into how each individual person impacts those goals.  We talk about initiative, attitude, respect and the tangibles, like showing up to work on time, being efficient on the phones and taking accurate messages.  The combination of communication, education and tying the two together seem to be the missing piece of the puzzle.

We expect a lot from our people, and work towards aggressive goals to service our customers well.  In my experience, I have found that the more you share with people, the more apt they are to feel part of the big picture.  A company is only as successful as each of its individual employees; it’s my job to arm them with the tools and information necessary to be just that.

This blog was written by guest Blogger Candy Myura.