Malcolm A. Lanham, Jr.

Team Development =

Relationships

Staff engagement

& motivation

Keep those we

are helping at

the center of

what we do

Staff training & development

Free training through…

Customer Satisfaction

Customer Education

Program strategies for improving service

and increasing productivity

Call Center Process Implementation

HEAP

Nov, 2014-

April, 2015

HEAP

Nov, 2015-

April, 2016

Busiest

time of

year

April,

2015

Gather/

assess

info for

SWOT

May,

2015

Create

plans to

address

SWOT

June-

July,

2015

Create

new

process/

systems

August,

2015

Train on &

implement

new

process/

systems

September,

2015

Evaluate &

adjust new

process/

systems

October 1,

2015

End any

hiring- Start

any new

hire training

to be ready

by

November 1

HEAP

season

Busiest

time of

year

Innovative ideas for the Call Center

“Encouraging empowerment through a tiny

ripple of hope, while striving for excellence”

By providing 150- 200 ripples of hope with

excellence every day…

This will create a tidal wave of hope for

people and families all over Columbus &

Franklin County.