The people in our industry


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How to gain optimum Results

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The people in our industry

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