Supervisors to Leaders - ICMI @ Dreamforce 2010 Handout - Macklin Martin
Developing Your Supervisors into DRAFT V.1 Experienced LeadersPresented by: Macklin MartinExecutive Director - ICMI Consulting 1
Supervision is DeadI love thispresentationI feelrefreshedandenergized
The Supervisor as Leader IInspiringLeadingThe management function of influencing people to actor not act in a certain way. “A manager focuses just on getting a task done, a leader focuses on getting it done in a way that gives employees a feeling of accomplishment and willingness to follow the leader again.” Paul B. Malone III
Supervisor Role DynamicsHow do yoursupervisorsadd value?• Employee Development• Performance Management• Customer Retention• Employee Retention• Minimize Risks –Ensure Compliance• Real- time Management Love and success
Responsibilities vs. WorkloadMost Supervisor Job Responsibilities So what are they actually doing? 90% 80% Supervisor Time Allocation % Hours Per Week 70% 60% Call Monitoring 3% 1.2 50% 40% 30% Coaching 5% 2 20% 10% Real-time Management 13% 4.8 0% Handling Escalated Calls 2% 0.8 Employee Counseling 2% 0.8 Analysis of 100 Recent Job Administrative tasks 50% 18 Descriptions Meetings 25% 10 100% 40
Prioritize High Value Activities Experience Supervisory Function Strategic Value Other Resources Impact Call Monitoring High High Maybe Coaching High High No Real-time Management Medium High No Handling Escalated Calls Low Medium Medium Employee Counseling High High No Adminstrative tasks Medium/Low Low Yes Meetings Medium/Low Low Maybe Reporting Medium Medium Yes
The cost of Supervision Labor Cost Breakdown Labor Cost by Role Executive Salary PT CSR Salary Manager Salary FT CSR Salary IT Salary 0.4% 8.3% Trainee CSR Salary 0.6% HR Salary 0.3% Supervisor Salary 4.1% Trainer Salary 1.5% Analyst Salary 0.3% QA Salary QA Salary 4.4% Analyst Salary 55.4% 2.4% Trainer Salary 5.2% Supervisor Salary 0.3% HR Salary Trainee CSR Salary IT Salary FT CSR Salary Manager Salary PT CSR Salary Executive Salary 0.0% 10.0%20.0%30.0%40.0%50.0%60.0%70.0%80.0%2010 Supervisor Compensation andBenefits
The Supervisor ROI Calculating the return on the typical supervisors work activities. Love and success
Where are the Greatest Returns? Coaching Impacts ROI Calculation• Team A has significant variability in • Cost of Coaching handle time, specifically 5 out of 10 agents have handle-times that are 40% • Coaching Sessions related to or more higher than the center average, performance challenge: 15 while the same agents quality scores • Average Cost per Session: $50 also reflect similar improvement opportunities • Total coaching cost = $750• Through monitoring and observing • Benefits Realized behaviors and applied coaching • 15% increase in productivity techniques the supervisor of team A has coached 3 out of 5 struggling across 10 FTE’s = 1.5 FTE agents to improve efficiencies and call • 1 FTE = $44,100 control. • Total Net Benefit = $64,500• Team A’s overall productivity has now increased by 15% due to effective • Coaching ROI = 8720% supervision
Where are the Greatest Returns?Cont’d Employee Engagement Impacts CC Manager’s ROI Calculation• The FMN contact center has an • Cost of Attrition average annual attrition of 48%.• Supervisors are heavily burdened with • $50,000 per percentage point administrative tasks and spend very • Benefits Realized little time with their teams. Each • 10% decrease in attrition = supervisor has a team of 20 agents. $500,000 annually savings.• The overall level of employee • Cost of 2 additional supervisors = engagement has been identified as low. $142,000• The FMN contact center manager has determined that the annual cost of • Total Net Benefit = $358,000 turnover equates to $50k per • ROI = 252% percentage point.• By decreasing the supervisor/csr ratio to 15:1, and introducing supervisor led recognition program the CC manager hopes to decrease attrition by 10% annually.
Enabling the Leader Love andThe right tools make all the successdifference!
Developmental Tools &EmpowermentTrain and Coach Collaborate and Share• Contact Center Operations • Leading Practices• Coaching & Performance Mgt • Coaching Successes• Leadership & Motivation • Co - Coaching Love and• Self Evaluation success • Refer a Coach• Emotional intelligence • Voice of the Customer Foster A Culture of Recognition!
Supervisors Must Know the RootCauses for Performance
Performance Analytics Distribution of Agent Average Non-Phone Contact Handle Time (6/26/06-7/21/06) 120.60 Love and 100.60 successMinutes per non-phone contact 80.60 Data Mean Upper Control Limit 60.60 Lower Control Limit Upper Warning Limit Lower Warning Limit 40.60 20.60 0.60 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 Representative
6 Steps to Improved CE Leaders• Prioritize Time – Focus on What Matters! – Coaching – Recognition – Ongoing Development – Align workload with Job Description• Hire Leaders not SME’s – Assess EI in the hiring process• Train Leaders in Coaching
Steps to Improved Leadership cont’d • Measure What Matters! – Coaching Effectiveness = Net Performance Improvement – Supervisor/CSR Engagement • Empower Leaders with Carrots • Enable the PM Process With Intelligence and Analysis – Hi Tech: Root cause analysis, Emotion – Low Tech – Performance trend analysis