CCEOC Overview Presentation 2010


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An overview of CCEOC Inc products and services as well as the Contact Center Employer of Choice certification program.

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CCEOC Overview Presentation 2010

  1. 1. Become an Employer of Choice Attract, Retain & Engage the Best<br />Jeff Doran CCEOC Inc. <br />
  2. 2. Agenda<br />Why become an employer of choice?<br />Attributes of an EOC<br />Engagement and the EOC connection<br />Determining if your contact center is an Employer of Choice<br />EOC Branding & the Frontline Rep.<br />How do you measure up?<br />
  3. 3. CCEOC Inc.<br />Who we are:<br /><ul><li>Industry experts, academics and analysts</li></ul>What we do:<br /><ul><li>Build world class, people focused cultures through:
  4. 4. CCEOC Certification Program
  5. 5. CCEOC Support Services:
  6. 6. Culture Building Engagement™
  7. 7. Focal-Point™ Quarterly Surveys
  8. 8. Contact centre workshops, seminars, training, facilitation
  9. 9. Best Practices Report & custom reporting</li></ul>Nina Cole, PhD Advisory Council Chair<br />Jeff Doran - President<br />Our Mission:To elevate the status of contact centers and help improve the work environment for employees<br />Ted Hodge Chief Research Analyst<br />Wendy Shusterman Lead Consultant<br />© 2010 Contact Center Employer of Choice®<br />
  10. 10. Contact Center Trends<br />Attract, retain & engage top talent<br />Off-shoring, near-shoring<br />Skilled agent labour pool is drying up<br />Next generation employees are loyal to themselves, not the organization<br />Call Center jobs are still viewed as entry level - “doing your time”<br />New employees want training and development - if they don’t get, they leave<br />
  11. 11. What makes an Employer of Choice?<br />People first culture<br />Health & wellness<br />Employee involvement<br />Competitive pay<br />Career path<br />Support the community & environment<br />Brand recognition<br />
  12. 12. Engaged <br />Employees<br />Disengaged <br />Employees<br />Look for <br />Opportunities<br />Want to <br />Up-sell, <br />Cross-Sell, <br />& Save <br />Customers<br />Missed <br />Opportunities<br />Unmotivated <br />- Don’t care <br />if customers <br />stay or go<br />Decreased <br />Revenue<br /> & Profits<br />Increased <br />Revenue<br /> & Profits<br />Lower <br />Turnover<br />Higher <br />Turnover<br />Front-Line Engagement<br />Contact Center Employer of Choice®<br />Plateaued Contact Center<br />
  13. 13. Associate Engagement<br /> Focus, Focus, Focus on Associate Engagement!<br />Sustaining the Emotional Connection<br />Fun Stuff<br />Social Committee – enhancing and/or building new skills outside of the core<br />What’s In It For Me<br />Provide Associates with the necessary training and support/coaching to ensure they are successful <br />Recognize and Reward individual performance through our Value-based Bonus and KUDO programs<br />Chat Sessions – proactive conversations between Leadership Team and Associates<br />
  14. 14. Results<br /> Results<br />Highest year over year increase of any CCEOC<br />From Silver to Gold level standard<br />Quote from COO:<br />“Being CCEOC GOLD certified identifies the AIR MILES Reward Program as a top “Employer of Choice” and one of the best organizations to work for in the country,” said Senior Vice President and COO, AIR MILES Reward Program. “The AIR MILES Reward Program is founded on a culture that values and develops great people, and it is our people who create and deliver unmatched customer experiences to more than 10 million Collectors every day.  This is truly an outstanding achievement for our Customer Care organization and an accomplishment that we’re all very proud of.”<br />
  15. 15. Turnover Is Costing A Fortune<br />Cost of Turnover for a 200 Agent contact center with:<br />Annual agent salary: $30000<br />Replacement cost: $10000 per position*<br />$700000<br />34%<br />Industry Aver.<br />
  16. 16. Assessing the Right Things<br />Employee/management relations<br />Leadership<br />Employee involvement<br />Professional development<br />Personal enjoyment<br /><ul><li>Stress</li></li></ul><li>Focal-PointTM Pre-assessment<br />Determine starting point<br />Measure center based on norms<br />Go deeper than the corporate survey<br />Discussion and education<br />Get buy-in for the journey<br />Establish task force or committee <br />
  17. 17. The CCEOC Way<br />Diagnostic Review<br />2 day on-site facilitated session<br />Helps position your contact centre for a successful certification<br />5 Components:<br />Presentation<br />Reality Check<br />Diagnostic Definitions<br />Visioning Session<br />Wrap-up and Evaluation<br />Survey Assessment<br />Planning session <br />CCEOC Employee Survey© test<br />CCEOC Employee Survey© live<br />Evaluation & Certification<br />Program Summary Report & review<br />
  18. 18. Branding - External<br />Advertising – TV, Radio, Internet, newspapers <br />Press releases, magazine articles<br />Trade shows and conference<br />Social media<br />Email, snail mail<br />
  19. 19. Branding - Internal<br />Celebrations, team meetings, annual meeting, newsletters, intranet, banners ….<br />
  20. 20. FedEx® Canada<br />CCEOC Certified 7 years in a row<br />People Service Profit<br />Internal recognition <br /> – global standard<br />Results:<br /><ul><li>Improved customer satisfaction
  21. 21. Improved employee engagement
  22. 22. Dramatic reductions in stress</li></li></ul><li>FedEx Stress Reduction Results<br />80 percent reduction in stress!<br />
  23. 23. Certified Centers<br />
  24. 24. <ul><li>How Does Your Center Measure Up?</li></li></ul><li>In Conclusion<br />Why become an employer of choice?<br />Attributes of an EOC<br />Engagement and the EOC connection<br />Determining if your contact center is an Employer of Choice<br />EOC Branding & the Frontline Rep.<br />How do you measure up?<br />
  25. 25. Questions? Thank You!<br />Programs and Services<br /><ul><li>CCEOC Diagnostic Review
  26. 26. CCEOC Certification
  27. 27. Culture development
  28. 28. Stress Reduction
  29. 29. Focal-Point System
  30. 30. Education & workshops</li></ul>Jeff DoranPresidentPhone: 416 886-7007Fax: 905<br />Subscribe to our newsletter:<br />