When do we stop using COVID-19 as an excuse for unusual customer service?

Anyone else asked themselves this? Because I’m curious.

It is no secret that COVID-19 has had a crippling effect on our lives, economy, the education of our children and so much more. Despite the hardship we have all faced this year, the sense of community and unity as a country has never felt stronger (from where we’re standing anyway!).

That said, and without hugely contradicting my opening statement, does anyone else feel that customer service feels less important than it did a year ago? Back in March I understood it, I thought ok this is new, the world has just plunged into a pandemic, and businesses are suddenly expected to move at an unimaginable pace to service their customers with continued quality and care, and if that wasn’t enough to handle we were expected to do it FROM HOME. Fast forward to December, having had to make several strategic plans myself in order to help drive a business forward, I would have assumed businesses and especially customer service experience professionals would have responded to the ever-changing landscape slightly differently.

So, it got me thinking and making lists (I love a list!) about why this might be…

Now maybe you are one of the lucky ones and you haven’t felt hard hit by customer service, which means you’re thinking that this all feels a bit harsh. In fact, by writing this blog I am hoping to help others understand why customer service may not be tip, top and shiny and let customer service professionals know that we understand this is hard.

Did you dream about rolling out of bed in the morning and stepping into your office without the stress of the rat race and getting out of the door on time? Us too, but enforced and indefinite working from home is far less appealing.

So, could it be that some customer service professionals feel demoralised, are missing their teams, and just generally not feeling the buzz of a job well done without their colleagues to tap them on the back and applaud them for handling a situation well?

Did you know it takes approximately 18 months for people to adapt to change? I would say this year we’ve all faced some pretty big changes, wouldn’t you? If we consider we were first properly exposed to our new normal in June / July with non-essential retail and so on opening around then, we had three months to adapt before BOOM Lockdown 2.0 was upon us and now here we are, adapting once more. We have all faced a challenging year, it has been challenging financially, emotionally, and both personally and professionally. Has that made us, the consumer, less patient, and tolerable? More than likely! Our expectations of customer service are still the same, but how can we expect the same in a changing world? The simple answer, we can’t. Consumers must learn to be clearer about their requirements, ask direct questions, be patient, and accept answers and responses that might take longer than they would have a year ago. We are also faced with an increased number of service robots, as customer service departments respond to increasing demand and potentially fewer employees. This is an unusual and challenging situation for consumers, whilst we’ve all become accustomed to Alexa and Siri many consumers seek “human touch”, therefore increasing the use of automation does not please everyone, ergo added frustration on the part of the consumer.

Now, Rome wasn’t built in a day and none of us have lived through something quite like this, which is why businesses should continue to fine-tune and gradually introduce new ideas, aimed at supporting staff through an unprecedented and great period of change. Daily tasks should still look something like this; sharing the latest information, virtual meetings where staff can share experiences everyone can learn from, and most importantly to congratulate people on their effort and hard work.

Consider how you could bond with the person on the other end of the phone? This applies to both the service user and the professional. It’s been a lonely year for many, so let’s cut everyone some slack! Do your best to treat every phone call, text, and email as a unique scenario, this is applicable to both the customer service professional, and the service user. Strike up a conversation with the person you’re talking to, we live in Britain, and what better way to bond than discussing the weather?! It’s a guaranteed conversation starter, we’ve also just been through a turbulent year so the question ‘how are you today?’ should never be missed.

As we move into a new year, I implore, not only customer service professionals but everyone – when it comes to the service we’re offering – stop using COVID-19 as an excuse. Continue working hard, be proud of the brand you work for, and the adaptations they have made this year. Come forward about things you think your company would benefit from, especially those things that will make your life easier. It’s never too late to ask, as I said we are only six months into this adaptation, and currently muddling our way through a year that will go down in history, whilst continuing to ride the wave of change.

People respect honesty, people respect I am trying my best, people respect I am working from home and I don’t have all the tools I need to do my job right now. People respect I am a human, not a machine. It is ok to not be doing this perfectly but we must stop using COVID-19 as an excuse, we must learn to cope in this new normal and that includes adapting our customer service style, but also accepting customer service looks different too – kindness is a gift everyone can afford to give, and we should all give it a little more freely.

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How Is Business Development Evolving?

How is Business Development Evolving?

Staying on top of the latest industry trends, news, software etc. feels like a full-time job at times! Fortunately, we’re here to do the hard work for you and in this article, we’ll be discussing all things Business Development!

Business Development has and continues to go through a remarkable transformation, we’re more rapidly seeing a huge shift from a traditional focus on sales and partnerships to a dynamic strategy encompassing market insights, innovative collaborations and harnessing cutting-edge technologies. Through the wonder of technology, the globe is fully connected, and business development has evolved into a multifaceted discipline that emphasises customer-centric approaches, data-driven decision making and the ability to respond to an ever-changing market!

It’s no wonder that the industry continues to boom; with a UK growth rate of 7.2% between March 2022 and March 2023 we’ve drawn the conclusion that businesses need to stay on top of BizDev trends to ensure they can continue to hire top sales / BD talent!

The pandemic changed the “BD Game Rules” forever. Long gone are the days where you scroll through the database and start calling; according to Forbes the average sales professional should have “an average of 10 or more [sales] tools to deliver on pipeline targets.” How many tools does your sales team have at their disposal?

Examples include CRM System e.g., Salesforce, Zoho or HubSpot, Sales Engagement Platforms e.g., HubSpot or MailShake, Lead Gen & Prospecting Tools e.g., SalesLoft, Sales Analytics & Reporting e.g., HubSpot or Zoho, Predictive Analytics Tools e.g., SAP Analytics Cloud, Contract Management e.g., DocuSign or Adobe Sign, Sales Performance Management e.g., Zoho, Virtual Meeting and Comms Tools e.g., Zoom or Microsoft Teams, Sales Training & Onboarding Platforms e.g., Allego

(We promise this is not affiliate marketing BUT we do want to provide you with some examples of brands you may recognise!)

All the tools mentioned above must be considered in their own merit, taking into consideration their integration capabilities (many of the above examples provide more than one function and could be a 3 in 1 tool) and how user-friendly the tools are. Is business growth on your horizon? Each of these things will influence the tools you select.

Try before you buy & get the team involved too!

A few other things to consider…

Has your BD team got the right tech stack?

It’s not an easy choice, the options are endless, and your tech stack needs to change as your business develops. There doesn’t seem to be a right size fits all and of course, everyone selling their product claims it’s the best! Not to mention choosing the wrong tools could cost you huge amounts of money! So, how do you choose what works for you?

A brief definition of tech stack: a collection of tools, platforms, apps, and software that a company uses to build its products, carry out its business operations and monitor performance metrics.

Here’s a mini guide to help you choose the tech stack that works for you!

Define Business Objectives – What are your goals, and current and predicted challenges? E.g., expanding market reach.
Assess your requirements – Consider factors like scalability, security, integrations, user experience and data analytics. Create a list of essential features and functionalities your tech stack should address.
Research & then research some more – Read case studies, look at what your competitors are doing (if possible), consult with experts and stay up to date with emerging trends and innovations.
Compatibility & Integration – Your tech stack ideally needs to work well together. Data silos and inefficient communication can hinder productivity.
User experience – prioritise tools that enhance user experience both internally and externally.
Future proof – Select technologies that are adaptable to future innovations, and avoid anything that you fear may become obsolete.
Budget – Investing is crucial but so is your bottom line. Invest wisely and where necessary gradually, always consider the initial costs and ongoing expenses. Look for open-source solutions and cloud-based options that offer cost savings and flexibility.
Test – don’t take a product because the person selling it says it’s good! Test it for yourself, ask for a trial, and extend where necessary. You’ll need to see some proof it’s going to work before fully committing.

Harmonise the link between marketing and sales!

Do you have a separate sales and marketing department? Do you treat the two like allies in your business? Because we’re here to tell you that sales and marketing collaboration is the cornerstone of a successful business development strategy. The synergy between these two functions creates a powerful force for growth and when their efforts are aligned, sales and marketing teams can seamlessly bridge the gap between attracting potential customers and turning them into loyal clients.

Your sales teams are your eyes and ears on the ground, the frontline soldiers if you like. Your marketing department should be regularly tapping into the unique insights of your sales team. Can you regularly hear ongoing conversations around…

Emerging marketing strategies
New / improved targeted and effective campaigns that speak directly to your customers and clients’ needs and desires.
Up-to-date and relevant content that will spark engagement, educate & inform your customer base.

Targeted campaigns, content creation and strategic outreach attract potential customers and nurture them through the sales funnel.

Brand familiarity or the ability to see and become familiar with brands influences 80% of customers to purchase something (https://nealschaffer.com/social-media-marketing-statistics/). Who does your branding? That’s right the marketing team! Lean on them, encourage monthly meetings between the sales and marketing heads / full team, whatever works for your business, because what doesn’t work is continuing to treat the two functions as separate entities.

First comes sales proposition, next comes direct selling….

The difference is simple: a sales value proposition is a tight statement that outlines the unique benefits and value your product and/or service offers to your target audience, sometimes before they even know they need you. Direct selling refers to the process whereby a sales team or individual engages with potential customers either face to face or via another method of communication e.g., telephone or email.

In a world full of choices what makes you different from your competitors? Why am I buying from you over someone else? Your sales proposition must answer these questions, you must tell your customers how you’re addressing their specific needs or pain points and emphasise your competitive edge. This method is a strategic messaging tool that will influence how your brand is perceived and ultimately guide the sales pitch.

The direct sale aims at directly building relationships and very importantly trust, addressing objections, and tailoring conversations. Ultimately, both are important for driving successful sales outcomes, but we believe you should be using the sales proposition to frame the conversation and direct selling to drive the conversation.

Lastly, never stop relying on the Kameo 3 T’s!

Trust: Trust is the foundation of any successful sales relationship. Be honest, transparent, and reliable.

Technology: We may have mentioned it once or twice, but on a serious note it’s coming for you, and you need to be using it. The technologies you invest in will be your tools for showcasing how good you are.

Tailored Approach: We’re all unique, so tailoring your sales approach to specific needs and preferences is crucial for success. Listen actively to pain points, goals, and challenges. Use your value proposition and direct sales techniques to hone in on them. Always customise your solutions because it demonstrates you genuinely care about their success which in turn increases your likelihood of a long-term relationship (assuming you want one!).

For Kameo News – https://kameorecruitment.com/news/

For Market Insights – https://kameorecruitment.com/market-insights/clients/

Recruitment Consultants Make the White Ribbon Promise

Our Recruitment Consultants have made the “White Ribbon Promise”! 💪

We are proud of each and every one of our recruitment consultants. Still, in August 2023 we felt a deep sense of pride for our Sales & Marketing Recruitment Manager, Dan, and our two newest recruits, Associate Recruitment Consultants Kyran and Freddy who all made the “White Ribbon Promise” – To never use, excuse or remain silent about men’s violence against women. 👏

Our sister company, Domestic Abuse Education, is a White Ribbon Supporter Organisation, and it is great to see that our Recruitment Consultants have decided to make a positive impact themselves under the Kameo banner too.

If you want to find out more about White Ribbon UK, please visit https://www.whiteribbon.org.uk/

Have you just stumbled across us?

In a nutshell, we are a Cambridge-based recruitment company that recruits across East Anglia, we specialise in Office Recruitment, Sales and Marketing Recruitment, IT Recruitment, HR Recruitment and Finance Recruitment.

10 Ways to Keep Your Work-Life Balance in Check! ✅

According to research carried out by StandOut Cv in 2023 60% of UK employees claim that a poor work-life balance has had a negative effect on their relationships at home, are you one of them?

So, why are we struggling? And why is a healthy work-life balance so important?

See our list of 10 struggles so many face coupled with a solution for each!

Struggle one: Constant connectivity through emails, messaging apps, and virtual meetings blurs the boundaries between work and personal life.

Solution one: Set clear boundaries: establish specific hours and communicate them with your colleagues and superiors. Stick to these boundaries and avoided checking work-related emails or messages outside of those hours.

Struggle Two: Competitive Work Culture, the fear of falling behind colleagues or competitors can push people to prioritize work over other essential aspects of life.

Solution Two: Say no. It’s okay to decline additional work or social commitments if you feel overwhelmed. Saying no can help you protect your time and energy for more important tasks and personal activities.

Struggle Three: Poor time management skills can lead to inefficiencies, causing work tasks to spill over into personal time or vice versa.

Solution Three: Create a to-do list or a task management system to prioritize your work tasks and personal activities. Focus on completing the most important and time-sensitive tasks first.

See our time management blog.

Struggle Four: Failure to streamline processes and move with the times. This may leave you feeling inadequate and below the mark in comparison to your peers or competitors.

Solution Four: Utilise technology wisely: Leverage productivity tools and apps to streamline your work processes and save time. Automation can help you become more efficient and reduce the time spent on repetitive tasks.

Struggle Five: Guilt & self-imposed expectations, do you impost unrealistic expectations of yourself? Are you striving to excel in both professional and personal spheres? When we put pressure on ourselves it can lead to feelings of guilt when unable to meet high expectations.

Solution Five: Practice self-compassion and acknowledge that it’s okay not to be perfect in all aspects of life. Set realistic expectations and recognize that achieving a balance is a process, not an immediate outcome.

Struggle Six: Adequate rest throughout the working day.

Solution Six: Schedule short breaks throughout your workday to relax and recharge. Stepping away from work for a few minutes can improve focus and productivity when you return.

Struggle Seven: Unable to disconnect.

Solution Seven: Set aside time each day to disconnect from electronic devices and social media. Engaging in screen-free activities can promote relaxation and improve sleep quality.

Struggle Eight: Not making time for yourself, your hobbies & interests

Solution Eight: Schedule regular time for activities you enjoy outside of work, such as hobbies, exercise, reading, or spending time with loved ones. Engaging in these activities can help you relax and recharge.

Struggle Nine: Do you have a designated work space?

Solution Nine: Having a designated area for work helps signal your brain to focus during working hours and allows you to mentally detach from work when you leave that space.

Struggle Ten: Unable to identify the problem, e.g., you think you’ve got a great work-life balance. Have you raised that question with your family / loved ones? Blurred lines between work life & personal life (especially for those who are fully remote) may go unnoticed, and responses like “I just need to take this quick call” or “it can’t wait” don’t scream out “I’ve got my work-life balance under control”

Solution Ten: Seek support from others: Communicate your work-life balance goals with your family, friends, and colleagues. Having a support system can encourage you to maintain your boundaries and help you find solutions when challenges arise.

What are the benefits of a healthy work-life balance?

Improved productivity
Reduced absenteeism
A happier, less stressed workforce.

How can your business promote a good work-life balance?

Lead by example – demonstrate the value of a good work-life balance!
Offer flexible arrangements – flexible hours, or compressed workweeks, telecommuting etc This allows employees to manage their work responsibilities while accommodating personal commitments.
Create a positive work environment – share successes, promote well-being, emphasis work-life balance, and discourage overworking (and when required, off that time back). Can you offer a wellness programme? If not, utilise FREE options to encourage staff to de-stress, slow time and take time-out.

Remember, achieving a healthy work-life balance is an ongoing process that requires conscious effort and adjustment. Be kind to yourself, and don’t be afraid to reevaluate and make changes as needed to find the balance that works best for you.

What Does Employer Brand Mean?

So, what does employer brand mean and why is it important?

In 2022 75% of job seekers stated that they considered an employer’s brand before applying for a job! That’s quite a large number and a HUGE pool of potential talent.

How’s your employer brand?! Do you dedicate time to strategising and positioning yourself right?

What is employer brand?

Employer brand refers to the reputation and perception that a company has among current and potential employees. It represents the image, values, culture, and overall experience that individuals associate with the organisation as an employer.

Here’s why employer brand is important…

For onboarding:

It differentiates you from your competition. In a competitive job market, a strong employer brand helps your organisation stand out from the competition. It differentiates your company as an employer of choice, making it more appealing to potential candidates. When candidates have multiple options, a compelling employer brand can be a decisive factor in their decision-making process.
It makes you a talent magnet! A positive employer brand acts as a magnet, attracting top talent to your organisation. Candidates actively seek out companies that are known for their positive work culture, employee benefits, growth opportunities, and overall employee experience. An attractive employer brand increases the chances of talented individuals proactively applying to your organisation.
Referral Network: Employees who are proud of their employer and have a positive experience at work are more likely to refer their connections to job openings. A strong employer brand encourages employees to become brand ambassadors, spreading the word about the organisation’s positive attributes. Employee referrals are often a valuable source of high-quality candidates.
Social media and online presence: In the digital age, candidates often research companies online before considering a job opportunity. An employer brand that is well-represented across various online platforms, such as company websites, social media channels, and review websites, can significantly impact a candidate’s perception. Positive reviews, engaging content, and a strong online presence can attract talented individuals who come across your organisation during their job search.
Long-term talent acquisition: Building a strong brand is an investment in long-term talent acquisition. When your organisation consistently maintains a positive reputation as an employer, it becomes easier to attract talent over time. A solid employer brand creates a positive perception that can continue to attract top talent, even when specific job openings are not actively advertised.

For retention:

Retains employees: A compelling brand not only helps attract candidates but also retains existing employees. When employees are proud to be associated with your organisation, they are more likely to stay engaged, committed, and loyal. This reduces turnover rates and saves recruitment and training costs.
Boosts employee morale and engagement: When employees feel proud of their employer and the work they do, it boosts their morale and engagement levels. A strong brand fosters a sense of belonging and motivates employees to perform at their best. This leads to higher productivity, creativity, and innovation within the organisation.

For business:

Improves customer perception: A strong brand can positively impact how customers perceive your company. When employees are happy and engaged, it reflects in their interactions with customers, leading to better customer service and satisfaction. Customers often prefer to do business with companies that have a positive reputation as employers.
Reduces recruitment costs: Investing in building a strong employer brand can lead to long-term cost savings in recruitment. When you have a positive reputation as an employer, you tend to attract more qualified candidates organically, reducing the need for expensive recruitment efforts. Additionally, lower turnover rates translate into reduced recruitment and training expenses.

Overall, an effective employer brand is essential for attracting talent because it helps your organisation stand out, aligns with candidate preferences, encourages employee referrals, leverages digital platforms and provides a competitive advantage! The best bit?! Other than time spent on strategy and implementation promoting your brand can come at zero cost!

Do you want to know how to create a positive first impression, generate interest in your organisation and increase the likelihood of attracting top talent to your team or business? Get in touch or reach out directly to Strategy Manager, Kayleigh via [email protected]

Careers, CVs & your Personal Brand!

Careers, CVs & your personal brand are things we all think about on a regular basis. Our personal brand (LinkedIn), in particular, is something we should always be working on so when the time to find a new role, update our CV and prepare for an interview presents itself the base work has already been done!

The Kameo Recruitment team frequently support Cambridge Network with their virtual careers days and workshops and in February 2023 we completed our first of the year! As a Cambridge-based recruitment agency, we know there are a plethora of other agencies Cambridge Network could reach out to, it’s not a position we take for granted and we’re always so grateful to a) return to their careers events and b) share our knowledge and expertise with attendees on the day.

When it comes to your CV and personal brand it’s hard to know where to turn for the right advice, that’s where a trusty recruitment partner aka Kameo Recruitment comes in! Below you’ll find a small amount of the information we shared with those who attended the careers fair in February.

Here at Kameo, we read CVs on a daily basis; and whilst we’re rarely surprised by what we read these days we’re passionate about quality CVs and want to ensure every candidate who comes through our doors is proud of the CV they send out to potential employers if you’re looking to update or rewrite your CV altogether get in touch and/or read our CV tips here .

Did you know that 91% of all employers are currently using social media as part of their hiring process (March 2022)?! Honestly? we were surprised too!

Does your LinkedIn profile showcase the best professional you?

Follow these top tips:

⭐ Your LinkedIn profile is an extension or a digital version of your CV ensure it reads as such!

⭐ Write a solid summary the “about” section of your LinkedIn allows you to share your story/journey – people buy from people and we all relish in a bit of human-ness

⭐ Be present and have a voice – write content, share content, like & get involved in this incredible professional network!

There’s plenty more where that came from, get in touch or check out our jobs page, apply for a role and we’ll help your career, CV & personal brand, view our jobs page here.

How to provide a successful work experience placement 💼

Do you know how to provide a successful work experience placement?

In June 2022 we provided a Cambridgeshire secondary school student with an opportunity to learn first-hand what the world of work looks like; although her time with us was brief we hope the impact we made on her is lifelong! As a result of a short time spent with us, we boosted her confidence and at 15 she has already taken those first timid steps into the world of work; as she transitions from school to her first job, she can tick off a few things, including what to expect on your first day in a new job, how to behave and commercial awareness.

Did you know young people who have completed work experience tend to mature whilst they do so? Work experience provides the opportunity to put their social and employability skills into practice; and are better prepared to make informed choices about their future careers.

It’s no secret that work experience is hugely beneficial to the student as they get a grasp on career insights, an introduction to the workplace and all things this encompasses!

Our student stated:

“I believe that work experience is a good idea at this stage in my life because it teaches me how a business runs so I am not only prepared for when I’m older but that I can also gain an idea of what I want or do not want to be. I also believe it is good because we are expected to make so many decisions at a young age about our future in school, e.g., what courses we take, and if we do work experience and get a feel for a job it could entice us to certain subjects that would be more relevant to our ideal job”.

However, as the employer, you might be thinking: taking on a work experience student will cost the business money, it will mean allocating time we don’t have right now and how do we benefit as a business?

Well, let us enlighten you…

Access to new talent and/or ideas – you have a week (or two) to gain significant intel on what the next generation of workers considers valuable. Students are full of enthusiasm; ask them for their ideas – you never know where it might take you!
They were born and raised in the age of technology; they are naturally adept when it comes to technology and will likely have an abundance of skills that are advantageous to your business, especially if you’re a business with a smaller workforce.
The impact on company culture: working with work experience students can help foster a culture of mentorship and learning within the organisation, this can improve employee morale and engagement.

By the end of a week with us our student could independently navigate herself around our social media scheduling tool, CRM, and website back-end.

A work experience student can help you shake up “the way you’ve always done it”; new ways of working are what the labour market is crying out for, listen up and work on becoming a thought-leader in your industry.
Do you already offer apprenticeships? Or take part in a school leaver programme? If you’re already passionate about nurturing the next generation of talent, what do you have to lose by beginning your search a year or so earlier than planned? By offering work experience you have a genuine opportunity to source your next apprentice.
Offering work experience is great branding for the company. If you can provide a genuine and well thought through work experience week that is truly beneficial to the student, they are more likely to recommend people to your business.
Offering work experience helps raise your company profile and brand. If you are currently looking for staff, or simply want to highlight that you’re invested in people, offering a school student a work experience placement will certainly hammer that point home.

Our Top Tips for a successful work experience placement!

⭐ Organise and prepare a well-rounded induction for them and begin preparing this weeks, if not months, in advance! A) you want them to maximise their experience B) the world is a small place and word-of-mouth marketing is powerful; the experience they have with you will be shared, so make sure they’re sharing good things!

“On my first day, I thought I had so much to do which kept me busy. I did not have a moment where I was bored or where I ran out of things to do. They have lovely employees which made me felt welcome.”

⭐ Make sure they’re aware of all relevant health & safety policies and procedures!

“Before carrying out work experience at Kameo I had no idea how many health & safety procedures office staff needed to follow/be aware of.”

⭐ Involve your team; they know their roles best and are in the best position to tell you what aspects of their role best suit the pending work experience student. Within this, if you’re a small business let the work experience student get a feel for how the business functions and how each department operates; this ensures a well-rounded experience.

⭐ Think outside the box. Are there opportunities/experiences you can provide during their week or two with you that may surprise them e.g., our work experience student was offered the chance to attend an event hosted by Kameo, attend a meeting with a key client and explore the city with our Director, Sharon. Remember, they are doing this to gain experience so give them an experience!!

“I believe variation is the key because it allows people to get a real idea of what different opportunities there are in an office-based job. Many people think that an office job is just sitting at a desk all day replying to emails, but Kameo taught me that it is so much more to do.”

⭐ Not a tip but an important thing to note, saying yes to a work experience student is a seamless process; the school did the hard work. We had to have a short meeting earlier on in the year and sign some paperwork! The schools are also aware of how important this week can be in shaping the student’s future and thoroughly prepare them beforehand; each student was also given a worksheet to work through during their placement period.

Our student reported that her week at Kameo was a pleasant change; having recently completed two weeks of mock GCSEs it felt great to have some time away from school and ascertain a picture of the working world!

We hope offering work experience becomes embedded in the Kameo footprint and we recommend anyone who has the means to do so to offer a student the opportunity to kickstart their career!