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The people in our industry
The people in our industry
The people in our industry
The people in our industry
The people in our industry
The people in our industry
The people in our industry
The people in our industry
The people in our industry
The people in our industry
The people in our industry
The people in our industry
The people in our industry
The people in our industry
The people in our industry
The people in our industry
The people in our industry
The people in our industry
The people in our industry
The people in our industry
The people in our industry
The people in our industry
The people in our industry
The people in our industry
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The people in our industry

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How to gain optimum Results

How to gain optimum Results

Published in: Business
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Transcript

  • 1. Presented by Jackie Naughton BYC Solution Delivery
  • 2. But why only at agent level?
  • 3.
    • ‘ 68% cost’ = People – is 68% of effort/focus related to them?
    • ‘ One size does not fit all – flexible and consistent management to optimise performance’
    • Things do go wrong – it’s about how we manage the challenges
  • 4.
    • Lack of motivation
    • Lack of understanding
    • Lack of progression
    • Lack of involvement
    • Lack of flexibility
    • Lack of training
    • Poor pay
    • Most people leave due to line manager
  • 5.
    • Staff turnover
    • Absenteeism
    • Poor customer delivery
    • Poor sales delivery
    • Constant re-work in recruitment – training
    • Poor performance
    • Unions
  • 6.  
  • 7.  
  • 8.
    • Outbound sales
    • Outbound debt collection
    • Inbound customer service/enquiries
    • Inbound order taking
    • Transcription services
    • Back office processing
    • Web based orders/enquiries
    • Emails
    • 1000’s of processes each day, 100’s of reports
    • 68% of CEO’s world wide have the contact centre as their strategic differentiator
    • What causes you pain?
  • 9.
    • Staff turnover
    • Lack of accountability
    • Lack of support
    • Lack of skills
    • Poor behaviours
    • Lack of useful MIS
    • Technology failures
    • Lack of effective integrated processes
    • Senior management doesn’t understand what it takes!
  • 10.
    • Change incentives
    • Motivation techniques
    • Communication – education
    • Succession planning
    • Excel – what do you need
    • Internal SLA’s
    • Constant review – efficiencies – business plan to show benefit of change
    • Educate – proposals – show ROI
  • 11.
    • Get your HR function/provider on board
    • Develop internal service levels with them
    • Review job descriptions to make sure aligned to behaviours/objectives needed – list behaviours with measurements
    • Incentivise and penalise for business drivers
      • Staff turnover in training – 1 st three months
      • Quality results for front line resources
      • Training solutions that work for your business
      • Pro-active methods of practice to aid the contact centre
      • Succession planning effectiveness
    • Performance management culture – positive – development
    • Work together – plan together – avoid pain together
  • 12.  
  • 13.  
  • 14.  
  • 15.  
  • 16.
    • People skills – objective – focussed and consistent – all demographics
    • Commercial skills – what it takes – why we’re doing it a certain way
    • Customer skills – focussed with appropriate ability to resolve queries
    • Sales skills – allow them to coach
    • Coaching skills – avoid paternal management or tell mentality
    • Reporting skills – analysis
    • Communication skills – present your brand – protect your business
    • Business writing skills – present business cases for investment/change
    • Leadership skills – promote right behaviours – deliver pro-activity and constant change
  • 17.
    • Not just deliver reports but analysis data:
      • Call flows
      • Productive teams vs. Not fully utilised
      • Sales effectiveness via time of day/day of week
      • Normal – break adherence/attendance
      • Call length trends
      • Wrap up trends
    • Identification of ‘working the system’ threats
    • Work through pro-active methods of resourcing to fulfil call flows
    • Provide business with recommendations on solutions i.e. Self-help, multi-skilling
  • 18.
    • Objective – objective – objective
    • Coverage of relevant language skills
    • Self motivated – results orientated
    • Customer ethos – sales – service and collections
    • Protection of company brand and strategy
    • Reporting skills
    • Data entry skills
    • Pro-active – processes
    • External industry knowledge
  • 19.
    • Do not ‘tell’ - encourage self development
    • Excellent communication skills
    • Balance between people and business needs
    • Self motivated
    • Sales/service and collections experience
    • Protection of company brand or brands
    • Industry knowledge
    • Good team player
    • Leadership qualities
  • 20.
    • Varied
    • Aligned to business objectives – related to behaviour
    • Low or no cost as well as salary related
    • Suitable for the audience – what appeals to that type of person?
    • If sales – ensure true sale i.e. FS – 3 months premiums paid
  • 21.  
  • 22. Boomers Generation X Generation Y Rewards “ Money, title , recognition, the corner office” “ Freedom is the ultimate reward” “ My work has to give me meaning in life” Feedback “ Feedback with lots of documentation” “ Sorry to interrupt, but how I am I doing” “ Feedback when I want it, at the push of a button”
  • 23.
    • Different generations have about the same levels of loyalty;
    • The objects of their loyalty is different:
          • Boomer – Loyal to the organization
          • Gen X – Loyal to the team
          • Gen Y – Loyal to themselves, then team
  • 24. Jackie Naughton – BYC Solution Delivery Web: www.byc.co.za Cell: 082 5533576

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