June Customer Insight to Action (CIA) Slides

Customer Insights to Action (C.I.A.)

Unlocking the Economics of Relationships

June 18, 2009

Improving Human Capital and Organizational Performance

CIA Meeting Topics

1) Solutions to common call center problems: The 20 keys to unlocking workforce strength, productivity and innovation.

2) Toxic Employees: Every call center has at least one – an employee who takes out his / her frustrations on peers and your customers! Today’s discussion will focus on the wide-spread impacts these employees can have on your business as well as strategies for neutralizing the environment.


Symptoms experienced?

• Low productivity and quality • Low morale• Low innovation• Uncontrollable turnover• Poor schedule adherence• Abuse of FMLA and leave• Excessive absenteeism and tardy• Constant complaining or apathy

• No solutions to problems offered• Mgt “forced” to micro-manage• Adversarial relationship between

Management and Staff• Excessive coach & appraisal time• Staff content with barely meeting

minimum performance standards• Resistance to any changes


Common Call Center Practices

• Internal Quality Monitoring• Workforce Management• KPIs (Key Performance Indicators)• Rewards and Recognition Programs• Six Sigma• Survey Programs


Survey Calibration (EQM vs. Survey)

Why?…trust…fairness…accuracy…engagement…continuous improvement…positive ownership…common cause…?

Scientifically Mandated Survey Calibration Workflow

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Representative Knowledge


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Common Call Center Practices

• Internal Quality Monitoring• Workforce Management• KPIs (Key Performance Indicators)• Rewards and Recognition Programs• Six Sigma• Survey Programs


Unlocking WorkforceStrength, Productivity, and Innovation

Increases…revenues…profitability…market share…shareholder wealth…reputation…opportunities…?


The Framework

Increases…revenues…profitability…market share…shareholder wealth…reputation…opportunities…?

The 20 Keys and Levels of Action™

2 Slots Only!


Toxic Employees

Toxic Employees: A scenario

Definition: Individuals who attack, belittle, yell at or take their frustrations out on the people around them, spreading negativity.

Summary: Company ships customer’s product to the wrong mailing address. Agent suggests customer retrieves product from old address (12000 miles / 1900 kilometers away). Call quickly escalates to yelling and foul language by call center agent. Can you recall your worst customer service experience?


Toxic Employees Customer Perspective (EQM)

“I spoke with a customer service representative, who belittled me, which almost made me throw in the whole towel of even working with your company. I'm still on the edge of even considering that.“

“The young lady I spoke with was very lacking in exemplary qualities to work as a sanitation worker. She was very, very rude.” “He was extremely rude to me. He lied to me.

He would not put on a supervisor. He put me on hold as a punishment at least seven times. Then he hung up on me.”

“She was extremely, extremely rude and agitated because she couldn't understand what I was talking about. She was hissing, puffing, and sucking her teeth. Just extremely rude.”

“He yelled at me not to talk back to him…”

“ ' He ke eps t e lling me I don t know what' …I m talking about ”

S he laughe d in my face whe n I aske d he r for some thing .

“She told me to hang up and call back if I did not like talking to her.”

“The service operator talked to me like I was a child or I was borderline stupid…”


• Decreased customer loyalty

• Lost revenue opportunities• Diminished engagement

and work effort among peers and supervisors of toxic employees

• Cost of employee turnover

• Increased absenteeism

• Employee apathy

• Lost productivity resulting from the need to address & document incidents

• Management “forced” to micro-manage

• Adversarial relationship between Management and Staff

• Excessive appraisal (quality monitoring) time

• Lack of innovation

Toxic Employees Impact on your business


Toxic Employees Causes & Solutions

Causes• Frustration with tools, company

rules, processes, etc.• Lack of job engagement

• An environment of blame• Down-sizing • “Salary freezes”• Personal life

Solutions

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June Customer Insight to Action (CIA) Slides

Education

Transcript of June Customer Insight to Action (CIA) Slides