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Employee Engagement

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Summary of presentation presented to Austin Contact Center Alliance

Summary of presentation presented to Austin Contact Center Alliance

Published in: Business, Technology

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  • 1. www.ripplecentral.com This page left intentionally blank so you could take down my website. Okay. Alright. Fine! It’s a shameless plug!!!
  • 2. Mrs. Wheeler & My Suspect Power of Improvisation Copyright 2009 The Ripple Effect
  • 3. Observation Your First Key To Engagement Copyright 2009 The Ripple Effect
  • 4. You have one don’t you? Copyright 2009 The Ripple Effect
  • 5. Your most important investment Curiosity Leadership Every individual as important as you are – parking garage attendants Copyright 2009 The Ripple Effect
  • 6. Here’s What We Know
    • Finding good people is hard
    • Keeping good people is even harder
    • Some companies are good at it
    • Some companies are So Not Good at it
    Copyright 2009 The Ripple Effect
  • 7. Here’s What We Also Know
    • Recruiting is expensive
    • Retention is expensive
    • The investments made in our people has a direct impact on all aspects of your business and yes…it’s expensive
    Copyright 2009 The Ripple Effect
  • 8. Here’s What We Don’t Know
    • Who is afraid to ask for help?
    • Who are our catalysts, connectors and evangelists
    • Who has future super star potential?
    • Which employees might be considering leaving?
    • Which employees might need to leave?
    • How many good potential hires we miss?
    Copyright 2009 The Ripple Effect
  • 9. Investments In Your People Impact
      • Customer satisfaction
      • Productivity
      • Attitude
      • Job satisfaction
      • Loyalty
      • Innovation
      • Recruiting
    Copyright 2009 The Ripple Effect
  • 10.
    • Only 29% of employees are actively engaged in their jobs
    • 54% are not engaged in their jobs
    • 17% are actively disengaged
    Gallup Management Journal Employee Index Copyright 2009 The Ripple Effect
  • 11. Employee Life Cycle Are They Doomed From The Start? Copyright 2009 The Ripple Effect
  • 12. Company Welcome Aboard!!! Copyright 2009 The Ripple Effect
  • 13. Nothing But Potential Copyright 2009 The Ripple Effect
  • 14. Copyright 2009 The Ripple Effect
  • 15. I’m Excited To Be Here!!! Wish we could say the same! Copyright 2009 The Ripple Effect
  • 16. Lunch Spot Copyright 2009 The Ripple Effect
  • 17. Copyright 2009 The Ripple Effect
  • 18. 1. If your manager primarily ignores you your chances of being actively disengaged are 40% 2. If your manager focuses on your weaknesses your chances of being actively disengaged are 22% 3. No close friendships at work can decrease job satisfaction by nearly 50% Copyright 2009 The Ripple Effect
  • 19. CALL CENTER CONNECTION Copyright 2009 The Ripple Effect
  • 20. STATED PROBLEMS
    • High turnover
    • Employee reliability
    • Finding high quality candidates for lower compensation
    • High cost of training
    • Poaching – Employees leaving for $1/more an hour
    • No career advancement
    • Disconnected employees
    • Short employment life cycle
    • Perceived interchangeability
    Copyright 2009 The Ripple Effect
  • 21. If The Company Has 40% Turnover? Copyright 2009 The Ripple Effect
  • 22. Is The Company Turning Over The Right 40%? The Question Is…. Copyright 2009 The Ripple Effect
  • 23. Off The Street Call Center Advancement 60% Retention 40% Turnover Copyright 2009 The Ripple Effect
  • 24. FACILITATED CONNECTIONS RIPPLE STYLE Copyright 2009 The Ripple Effect
  • 25.
    • IDENTIFY
    • Catalysts
    • Connectors
    • Cultural Leaders
    • Keepers
    • Droppers
    • Dissatisfied Employees
    • Ship Jumpers
    • Diamonds in the Rough
    • Future Superstars
    Copyright 2009 The Ripple Effect
  • 26. ELIMINATE Transparency Silo Mentality Communication Brick Walls Disengaged Workers Copyright 2009 The Ripple Effect
  • 27. DISCOVER ! ! Knowledge Resources Skills Value Copyright 2009 The Ripple Effect
  • 28. DEEPEN Awareness Connections Understanding Empathy Copyright 2009 The Ripple Effect
  • 29. Engagement Relationships Friendships Loyalty Satisfaction Copyright 2009 The Ripple Effect STRENGTHEN
  • 30. CAPTURE Hearts Minds Appreciation Copyright 2009 The Ripple Effect
  • 31. RIPPLE VALUE
    • Determine where the quality connections are
    • Understand where connections need to be made
    • Identify the connectors within your organization
    • Figure out who needs to be engaged and connected
    • Make sure the people that need to be on the team are staying on the team
    • Give the ability to follow up, expand, track & measure
    • Develop a stronger more engaged workforce
    Copyright 2009 The Ripple Effect
  • 32. Humanize the process of connecting Set the tone with your own actions Make engagement part of the corporate culture Get good at connecting by practicing daily on everyone Executing Your Engagement Plan Copyright 2009 The Ripple Effect
  • 33. Awesome…. You are still here!!! Your wrote down the website right? Just making sure.. www.ripplecentral.com