Let's Stay Together - Hiring For Keeps in a Candidate-Driven Market

#CustomerEffort

Hiring for KEEPS in a Candidate-Driven Market

Selecting The RIGHT Employees To Deliver Low-Effort Service

RICK DELISICo-Author “The Effortless Experience”

© 2016 CEB. All rights reserved. CCC5880616SYN #CustomerEffort

What is your company doing to reduce customer effort?


72.8%System and process improvements


27.2%

72.8%System and process improvements

People-relatedinvestments


That SEEMS like the right approach…


Companies

27.2% Feel

72.8% Do


CustomersCompanies

27.2% Feel

72.8% Do


Customers

34.6% Do

65.4% Feel

Companies

27.2% Feel

72.8% Do


Ironically, in a world driven by

technology...


Ironically, in a world driven by

technology...

...your people matter more than

ever.


Front Line Rep

© 2016 CEB. All rights reserved. CCC5880616SYN

© 2016 CEB. All rights reserved. CCC5880616SYN #CustomerEffort© 2016 CEB. All rights reserved. CCC5880616SYN

How may I help you?

YESTERDAY


. . .

. . .!!

???

???

!!!

TODAY


YESTERDAY

© 2016 CEB. All rights reserved. CCC5880616SYN #CustomerEffort© 2016 CEB. All rights reserved. CCC5880616SYN #CustomerEffort

Have you TRULY re-thought your front line talent strategy?


The factory of sadness



What kind of rep best meets the

needs of today’s customers?


attitude

service oriented

empatheticlikes helping others

efficiency

passionate

intellectual

altruistic

organized perfectionist

knowledge workeropenminded responsive

likes challenges

quick thinkerhard working

dependable

life experienceright

softskillscaring

good communicator

problem solver

innovativepeopleskills

confident

positive quick learner

outgoingarticulate

decision makerworks with gray area

high EQ

extroverted

conscientious

complex thinker

engaging

match personality of the caller

motivated like fast paced

independent thinker

the human factor

analytical

proactive

adaptablewillingness to learn

self-startercritical thinker

can work in ambiguity

like working with different customers

workethic

don’t always follow rulessmart

emotionally distant from customers

trustworthy

sense of purpose

receptiveambitioushappy

steady

friendlyintegrity

flexiblethinks outside the box

mature

good listener


service oriented

empatheticlikes helping others

efficiency

passionate

intellectual

altruistic

organized perfectionist

knowledge workeropenminded responsive

likes challenges

quick thinkerhard working

dependable

life experienceright

softskillscaring

good communicator

problem solver

innovativepeopleskills

confident

positive quick learner

outgoingarticulate

decision makerworks with gray area

high EQ

extroverted

conscientious

complex thinker

engaging

match personality of the caller

motivated like fast paced

independent thinker

the human factor

analytical

proactive

adaptablewillingness to learn

self-startercritical thinker

can work in ambiguity

like working with different customers

workethic

don’t always follow rulessmart

emotionally distant from customers

trustworthy

sense of purpose

receptiveambitioushappy

steady

friendlyintegrity

flexiblethinks outside the box

mature

good listener

attitude


Methodology

#CustomerEffort


Job Seekers:

1,022


Job Seekers:

1,022

ContactCenter Reps:

1,440


1 2

7

6

54

3


The Hard Worker


I take care to follow rules and procedures.

I like working with numbers.

I persist until the job is done to meet deadlines.

The Hard Worker


The Empathizer


I like to spend time helping other people with their problems.

I try to understand motives and behavior.

The Empathizer


The Innovator


I prefer variety.

I behave differently depending on the situation or person.

I like generating new ideas.

The Innovator


The Accommodator


I believe what others say.

I enjoy others’ company.

I involve others in decision making.

The Accommodator


The Controller


I am talkative.

I make my strengths known.

I freely express opinions.

The Controller


The Competitor


I like to compete against others and win.

I am a fast decision maker.

I like to change other people’s views.

The Competitor


The Rock


I tend to feel relaxed.

I expect things to turn out well.

I am difficult to offend.

The Rock


The Accommodator

The RockThe Controller The Competitor

The InnovatorThe EmpathizerThe Hard Worker


Currently in Seat Prefer to Hire? BEST at Low-Effort Service

#CustomerEffort© 2016 CEB. All rights reserved. CCC5880616SYN #CustomerEffort© 2016 CEB. All rights reserved. CCC5880616SYN


Hard Worker • 20%

Controller • 15%

Empathizer • 32%

Rock • 12%

Accommodator • 11%

Innovator • 9%

Competitor • 1%



Controller • 2%

Empathizer • 42%

Innovator • 18%

Rock • 15%

Hard Worker • 11%

Accommodator • 6%

Competitor • 6%

Hard Worker • 20%

Controller • 15%

Empathizer • 32%

Rock • 12%


Innovator • 9%

Competitor • 1%



CONTROLLER

Empathizer

Rock

Accommodator

Innovator

Hard Worker

Controller • 2%

Empathizer • 42%

Innovator • 18%

Rock • 15%

Hard Worker • 11%

Accommodator • 6%

Competitor • 6%

Hard Worker • 20%

Controller • 15%

Empathizer • 32%

Rock • 12%


Innovator • 9%

Competitor • 1% Competitor


Percentile Low- Effort Performance

Dis

trib

utio

n of

Rep

s

Overall Average: 50th Percentile



Empathizer48th percentile


Dis

trib

utio

n of

Rep

s



Empathizer48th percentile


Controller60th percentile

Dis

trib

utio

n of

Rep

s


When you reallyneed help…


When you reallyneed help…

…who would you rather deal with?


The Empathizer The Controller

Warm, friendly, caring, professional




Takes control by“owning” the problem

AND the solution



Focused on Providing a Great EXPERIENCE

Focused on Providinga Great OUTCOME


Takes control by“owning” the problem

AND the solution


The “NEW” Empathy


CONTROLLERS:How would you describe the difference between

you and your colleagues, when it comes to handling

customer issues?


“I understand what people actually

need, so they get results quickly.”




“It’s about taking the lead to help

customers figure out what they need.”


“I like to guide people and take

control to ensure everything is going well.”



“It’s about taking the lead to help

customers figure out what they need.”


Controllers are wired to deliver a low-effort

experience.

How do I hire more Controllers into the

service organization?

How do I teach my non-Controller reps to do things that come

naturally to Controllers?



Traditional Skills What Controllers Do


Traditional Skills

Soft Skills

What Controllers Do


Traditional Skills

Soft Skills

Experience Engineering

What Controllers Do


Traditional Skills

Soft Skills


FCR

What Controllers Do


Traditional Skills

Soft Skills


NIAFCR

What Controllers Do


Traditional Skills

Soft Skills


NIAFCR

What Controllers Do

Consistent Service


Traditional Skills

Soft Skills


NIA

Tailored Service

FCR

What Controllers Do

Consistent Service


CULTURE


CLIMATE

CULTURE


A Climate of Compliance


A Climate of Compliance

A Climate ofNetwork Judgment


In a Network Judgmentclimate, reps:


Learn from their Controller

peers




peers

Share what they have learned

with peers




peers

Share what they have learned

with peers

Apply what they have learned to

create a low-effort experience



Network Judgment Climates are rare...


Network Judgment Climates are rare...

Only 9% of reps describe their work climate as one of Network Judgment


Network Judgment Climates are rare...but powerfulNetwork Judgment climates deliver 50% better performance than the average contact center

+50%


Contact Center, Customer Service Specialist

At Alpha, our people truly make a difference in the lives of our customers and our local communities and in the success of our company. Alpha employs more than 9,000 people worldwide. With a culture that rewards performance and promotes from within, Alpha offers challenging career opportunities across multiple locations and various lines of business. This position is responsible for providing highly responsive and quality service to customers through the use of multiple system applications, administrative processes, and operational tools. Candidates will possess proven interpersonal, communication, and customer service skills to ensure a high-quality customer service experience. Principal Duties and Responsibilities: • Work an eight-hour shift between 8:00 a.m.-8:00 p.m., Monday through Friday.• Meet expectations of the quality and productivity standards established for the skill supported in the

contact center.• Be an effective team player; contribute to individual and team goals in order to successfully achieve

highly responsive, customer-focused service goals that result in high customer satisfaction. • Respond to telephone and e-mail service requests with timely and accurate information. • Work collaboratively with our business partners to provide solutions for customers.






Candidates will possess proven customer service skills...






...challenging career opportunities...






...be an effective team player...






...respond with timely and accurate information...


Job Description


Job Description

Job Posting


Are you right for the position?

Attract Right-Fit Candidates…

We’re hiring people who are dependable to their core and have the grit and tenacity to work hard even when the going gets tough


Are you right for the position?...if you excel at planning long road trips, we bet you have the right stuff...

Attract Right-Fit Candidates…



Attract Right-Fit Candidates... And Deflect Poor-Fit Candidates

...this job isn’t for the faint of heart. You won’t always have the right answer, but you’re up to the challenge...



...if you think you’re tough enough AND sweet enough, apply now. We can’t promise it will be easy...

Attract Right-Fit Candidates... And Deflect Poor-Fit Candidates


You can only hire from among those people who

are willing to apply…


But there are SO many things you can do to attract

(and hire!) more Controllers.


Controllers are wired to deliver a low-effort

experience.


Can you spot the difference?


“Factory Worker” Environment


“Factory Worker” Environment

“Knowledge Worker” Environment


The difference isn’t how your people look…


The difference isn’t how your people look…

…it’s how YOU see them.


@CEB_Effortless

cebglobal.com/effortless

The Effortless Experience by CEB

Let's Stay Together - Hiring For Keeps in a Candidate-Driven Market

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Transcript of Let's Stay Together - Hiring For Keeps in a Candidate-Driven Market