The position of Call Center director is a challenging one, even for Dina, who brings years of experience to the job. She replaces Yisrael Ohayon, who had built a working system of response, treatment, follow-up and supervision; now Dina brings her own ideas and initiatives.
Dina: " I came to Yad Sarah about 11 years ago as part of my national service and worked in the PR department. After my year of service ended, I stayed – first at the vehicle department and then at the Call Center."
Of the many young women who spend their year of national service at Yad Sarah, Dina is not the only one who was captivated by the organization's vision and activity and consequently decided to continue serving with love the thousands who turn to Yad Sarah for help.
"Working together with Yisrael, I was in charge of the teams. We introduced a method of following-up each application and monitoring how it was handled; now my mission is to continue the path initiated by YIsrael and add to it according to my own vision. For example, it is important to enhance interpersonal connections between the team members and the clients. Though our team functions very well, I still want to make sure that whoever turns to us will feel the empathy and attentiveness of each team member."
With about 1200 incoming calls daily, it is no small thing that the average response time is 40 seconds! Dina is well aware of the various options of communication enabled by technology, like the immediate chat option opened at the corner of the computer screen in many internet sites. However, Dina is a great believer in direct and warm personal contact, She wants callers to hear the voice of a real person at the other end of the line who responds to the request, continues to track its handling, and confirms that the client did reach any Yad Sarah department needed in order to provide the proper help. Even when another YS service is required, the client will always get the fastest response.
"Digital communication may be integrated into the present system, but I will never give up the client's right to talk to a real person, to hear a real voice - not an answering machine."
Her many years at Yad Sarah taught Dina how to imbue the team members with the sensitively necessary to make sure clients feel listened to, while at the same time making sure their request is answered. The people in charge of quality control constantly initiate return calls to the clients, checking if the service they received was appropriate, polite, and efficient, and whether they have any suggestions for improving the service.
Dina learned from Yisrael Ohayon that there is no such thing as a client getting lost between departments. Indeed, the first contact a client has is with the call center, but the person who answers the call is responsible for checking that the client got a full and suitable response.
"The person answering the call always follows up to see that the caller did, in fact, reach the correct department and receive the help needed."
A team of 45 efficient, energetic people facing thousands of calls: They cope with the challenge successfully.
It is to their credit, but also to the credit of their dedicated leaders - people like Yisrael Ohayon and Dina Yosepov.#_lt#p style="text-align#_sc# justify;" dir="ltr"#_gt##_lt#strong#_gt#The position of Call Center director is a challenging one, even for Dina, who brings years of experience to the job. She replaces Yisrael Ohayon, who had built a working system of response, treatment, follow-up and supervision; now Dina brings her own ideas and initiatives. #_lt#/strong#_gt##_lt#strong#_gt# #_lt#/strong#_gt##_lt#/p#_gt#
#_lt#p style="text-align#_sc# justify;" dir="ltr"#_gt#Dina#_sc# " I came to Yad Sarah about 11 years ago as part of my national service and worked in the PR department. After my year of service ended, I stayed – first at the vehicle department and then at the Call Center."#_lt#/p#_gt#
#_lt#p style="text-align#_sc# justify;" dir="ltr"#_gt#Of the many young women who spend their year of national service at Yad Sarah, Dina is not the only one who was captivated by the organization's vision and activity and consequently decided to continue serving with love the thousands who turn to Yad Sarah for help.#_lt#/p#_gt#
#_lt#p style="text-align#_sc# justify;" dir="ltr"#_gt#"Working together with Yisrael, I was in charge of the teams. We introduced a method of following-up each application and monitoring how it was handled; now my mission is to continue the path initiated by YIsrael and add to it according to my own vision. For example, it is important to enhance interpersonal connections between the team members and the clients. Though our team functions very well, I still want to make sure that whoever turns to us will feel the empathy and attentiveness of each team member." #_lt#/p#_gt#
#_lt#p style="text-align#_sc# justify;" dir="ltr"#_gt#With about 1200 incoming calls daily, it is no small thing that the average response time is 40 seconds! Dina is well aware of the various options of communication enabled by technology, like the immediate chat option opened at the corner of the computer screen in many internet sites. However, Dina is a great believer in direct and warm personal contact, She wants callers to hear the voice of a real person at the other end of the line who responds to the request, continues to track its handling, and confirms that the client did reach any Yad Sarah department needed in order to provide the proper help. Even when another YS service is required, the client will always get the fastest response.#_lt#/p#_gt#
#_lt#p style="text-align#_sc# justify;" dir="ltr"#_gt#"Digital communication may be integrated into the present system, but I will never give up the client's right to talk to a real person, to hear a real voice - not an answering machine."#_lt#/p#_gt#
#_lt#p style="text-align#_sc# justify;" dir="ltr"#_gt#Her many years at Yad Sarah taught Dina how to imbue the team members with the sensitively necessary to make sure clients feel listened to, while at the same time making sure their request is answered. The people in charge of quality control constantly initiate return calls to the clients, checking if the service they received was appropriate, polite, and efficient, and whether they have any suggestions for improving the service.#_lt#/p#_gt#
#_lt#p style="text-align#_sc# justify;" dir="ltr"#_gt#Dina learned from Yisrael Ohayon that there is no such thing as a client getting lost between departments. Indeed, the first contact a client has is with the call center, but the person who answers the call is responsible for checking that the client got a full and suitable response.#_lt#/p#_gt#
#_lt#p style="text-align#_sc# justify;" dir="ltr"#_gt#"The person answering the call always follows up to see that the caller did, in fact, reach the correct department and receive the help needed."#_lt#/p#_gt#
#_lt#p style="text-align#_sc# justify;" dir="ltr"#_gt##_lt#b#_gt#A team of 45 efficient, energetic people facing thousands of calls#_sc# They cope with the challenge successfully. #_lt#/b#_gt##_lt#/p#_gt#
#_lt#p style="text-align#_sc# justify;" dir="ltr"#_gt##_lt#b#_gt#It is to their credit, but also to the credit of their dedicated leaders - people like Yisrael Ohayon and Dina Yosepov. #_lt#/b#_gt##_lt#/p#_gt# |