Use your call center agents to their full potential

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Vocalcom makes agent experiences at the forefront of contact center performance. Imagine a call center filled with happy staff who leave every customer satisfied. For some companies it’s already reality. For Better Agent Experience in Contact Centers, Press 1 Now!

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Use your call center agents to their full potential

  1. 1. USE YOUR CALLCENTER AGENTS TO THEIR FULL POTENTIAL USE YOUR CALL CENTER AGENTS TO THEIR FULL POTENTIAL IMAGINE A CALLCENTER FILLED WITH HAPPY STAFF WHO LEAVE EVERY CUSTOMER SATISIFIED FOR SOME COMPANIES IT’S ALREADY REALITY Good health is contagious February 2014 | Page 1
  2. 2. SUMMARY 1. 2. 3. 4. CALL CENTERS AND HEALTH THE ISSUES OUR SERVICE HAPPY AGENT FOR HAPPY CUSTOMERS Good health is contagious February 2014 | Page 2
  3. 3. CALL CENTERS AND HEALTH ISSUES CALL CENTER AGENTS : A POPULATION SUFFERING • 39 % OF CALL CENTER OPERATORS SHOW SIGNS OF MENTAL DISTRESS* • A SENDENTARY POPULATION WITH OVERWEIGHT UP TO 68% OF CASES* • WEIGHT GAIN OF 0,9 KG PER MONTH* • A POPULATION SUFFERING** • • • 96 % OF THE CALL CENTER AGENTS DECLARE TO HAVE FELT AN IMPORTANT PAIN 27,5 % «ALL THE TIME» 48,0 % «OFTEN» • A VERY ELEVATED PSYCHOLOGICAL DISTRESS • • 50 % OF THE CALL CENTER AGENTS WHO ANSWERED THE QUESTIONNAIRE PRESENTS A HIGH LEVEL OF PSYCHOLOGICAL DISTRESS. THEY ARE TWICE MORE NUMEROUS TO SHOW THE SYMPTOMS OF A HIGH PSYCHOLOGICAL DISTRESS THAN WHITE-COLLAR EMPLOYEES IN THE REGION OF QUEBEC (24,3%). Good health is contagious * INRS survey ** INPES-Quebec-12 months February 2014 | Page 3 study
  4. 4. II. THE ISSUES Good health is contagious February 2014 | Page 4
  5. 5. THE ISSUES Healthier agents, for a better customer experience 1. GROWING OF HEALTH AND PSYCHOLOGICAL STATE OF THE CALL CENTER AGENT TO OFFER A BETTER SERVICE. 2. DEVELOP LOYALTY OF THE CALL CENTER AGENTS AND LIMIT THE TURN OVER. 3. IMPROVE THE PRODUCTIVITY WHILE PROTECTING THE HEALTH OF THE CALL CENTER AGENTS. 4. CREATE SOME DIFFERENTIATION IN A TRIVIALIZED MARKET. 5. FEED AN IMAGE OF RESPONSIBLE AND COMMITTED COMPANY. Good health is contagious February 2014 | Page 5
  6. 6. Madness, is when you behave the same way and expect different results. Albert Einstein III- AGENT EXPERIENCE AT THE FOREFRONT Good health is contagious February 2014 | Page 6
  7. 7. HAPPINESS CENTER THE HEALTH COURSE Tiredness : visual auditory The health course allows to accompany the call center agent in the various moments of the working day and to help him to manage better its work. Addictions Nutrition Concentration Performance Good health is contagious February 2014 | Page 7 Pain / Stiffness Stress / Mood
  8. 8. HAPPINESS CENTER OBJECTiVES 1 -Deliver to the call center agents all the keys (practical and theoretical) needed to feel « good at work » 2 Propose a daily health course integrated into the working hours, anyywhere any time 3 Have all the elements (theoretical & practical) to manage their health during transport and make it active time Good health is contagious February 2014 | Page 8
  9. 9. HAPPINESS CENTER GENERAL PRINCIPLE : A LOGIC OF « TIMELINE » Beginning of the journey In transportation Return Working time During calls During breaks In transportation Le retour Breathing Breathing Relaxation & Stress management Action neck pains Sleep Manage fatigue Physical activity Manage motivation Prepare for work Relaxation / laugh Relaxation Drink Good health is contagious Nutrition Relaxation & Stress management Sleep pause Action back pains Relaxation Sleep Stretching Physical activity Addictions : coffee/ tabacco Relaxation February 2014 | Page 9
  10. 10. HAPPINESS CENTER ADVICE TAILORED TO THE ENVIRONMENT AND USES - PROPOSE A METHOD OF AUDIO CONSULTATION TO PROMOTE ACCESSIBILITY AND DISCRETION - TO PROVIDE VIDEO TO ACCELERATE AND FACILITATE THE HANDLING OF COACHING - ENCOURAGE THE USE OF GAMES TO STIMULATE AND ENTERTAIN THE CALL CENTER AGENT. Good health is contagious February 2014 | Page 10
  11. 11. HAPPINESS CENTER A PERSONALIZED COURSE FOR THE CALL AGENTS Welcome and registration Presentation of the program Workshop 0 Registration Assessment Initial assessement Wellness at work with information for Registration : customization : Login, Code The program issues - Time and method of rout Video of demonstration Word of the managing - Working hours of the program director - Health questions Good health is contagious February 2014 | Page 11 Act Presentation of a coach Presentation / choice photo / music Presentation next workshop
  12. 12. HAPPINESS CENTER ON THE GO Good health is contagious February 2014 | Page 12
  13. 13. HAPPINESS CENTER ON THE GO A SUSPENDED, NON-COMPRESSIBLE TIME, WHEN THE INDIVIDUAL IS FORCED AND FORCED. TRANSPORT TIME IS A TIME FOR YOURSELF, AVAILABLE WHERE INDIVIDUALS CAN RECONNECT TO ITSELF. ACCOMPANY THE TRAVELER IN A LOGIC OF « INDIVIDUAL SERVICE OF WELL-BEING » TO PREPARE BETTER ITS DAY. Good health is contagious February 2014 | Page 13
  14. 14. HAPPINESS CENTER ON THE GO In transportation PERSONALIZED CONTENT OFFERED BY THE INITIAL PROFILING OF THE CALL CENTER AGENT. Breathing Breathing ; breathing lessons conventionally and abdominal breathing Relaxation & Stress management Relaxation : exercises simple to realize discreetly in seated position or up Sleep Physical activity Sleep : learn flash sleep to recover in seconds Physical activity : take advantage of the route to make of the physical activity Prepare for work Prepare : how to motivate yourself too approch this day in the best possible conditions Relaxation Relaxation : the one or two positive news in the ambient gloom Good health is contagious February 2014 | Page 14
  15. 15. HAPPINESS CENTER For Better Agent Experience in Contact Centers, Press 1 BREATHING IS THE FIRST ACT OF WELLNESS TWO SIMPLE EXERCISES TO START THE DAY Normal breathing Good health is contagious Abdominal breathing February 2014 | Page 15
  16. 16. HAPPINESS CENTER EXAMPLE OF ACTIONS OR PHYSICAL CHALLENGES PROPOSE TO THE USER TO CHANGE HIS PHYSICAL HABITS ACCORDING TO ITS TRANSPORT PATH. 1’30’’ 1’30’’ 3’00’’ 1’30’’ 1’10’’ Proposed action : do not sit and stand Good health is contagious Proposed action : Favor staircases to escalators 1’30’’ 2’00’’ 1’10’’ Proposed action Proposed action Education : : do not take the information on the benefits of : do not sit and escalators stand physical exercise Proposed action : Compose your program February 2014 | Page 16 Proposed action : go down a station before the scheduled and walk
  17. 17. HAPPINESS CENTER IN « LOGGED » POSITION Good health is contagious February 2014 | Page 17
  18. 18. HAPPINESS CENTER Current position, logged, the concept of FLASH BREAK Alerts with release of the message, the flash break Custom messages Micro breaks Appropriate advice Flash relaxation Depending on the context : number of calls, time of leaving, call duration … Personalized intervention adapted to the profile of the call center agent and stress level Good health is contagious February 2014 | Page 18
  19. 19. HAPPINESS CENTER Anticipate to better predict Anticipate signs indicating « overload » SELF- EVALUATION Allows to straighten the advice and their frequency Pain / Back stiffness, wrist 1 2 3 4 5 6 7 8 9 10 Visual / auditory fatigue 1 2 3 4 5 6 7 8 9 10 Stress / mood disorders Good health is contagious 1 2 3 4 February 2014 | Page 19 5 6 7 8 9 10
  20. 20. HAPPINESS CENTER A DAILY PRESENCE – ANYWHERE - ANY TIME Visual / auditory fatigue Moment of silence Pain, lumb ar, cervical Stretch lumbar and cervical Fatigue Sleep concentration Flash sleep Get up Technique of visual break Good health is contagious Check his sitting position Methods of concentration February 2014 | Page 20 Stress Anxiety Nervous Relaxation Fight against stress Breathing Mood Depression Empathy Laughing : The word / saying of the day Relaxation : photo of the day 45 seconds of music
  21. 21. HAPPINESS CENTER A SUPPORT DURING BREAKS – ANYWHERE – ANY TIME Feed Hydrate Adjust its power according to its weight / efforts needed for concentration Good health is contagious Recover from fatigue Release the pressure Managing addiction Break : coffee / tobacco Pause sleep : sleep 10 to 15 minutes to recover Relaxation method of Jacobson How to manage it February 2014 | Page 21
  22. 22. HAPPINESS CENTER GOOD HEALTH IS CONTAGIOUS 1 2 3 4 5 Good health is contagious • Support staff for outstanding loyalty • Provide solutions for their well-being at work • Help them manage their health outside work • For better productivity • Faster customer service. Happier agents February 2014 | Page 22
  23. 23. IV. HAPPY CALL CENTER AGENTS MAKE HAPPY CUSTOMERS Good health is contagious February 2014 | Page 23
  24. 24. HAPPY CUSTOMERS Good health is contagious February 2014 | Page 24
  25. 25. HAPINESS CENTER AT THE FOREFRONT OF CONTACT CENTER PERFORMANCE User manager User Accounts Authentication Profil management Designer Mobile Profiler Management of courses Alerting Notifications and reminders for users Content management and personalization rules Connected devices Management of API TechCare Engine Good health is contagious Mobile solutions February 2014 | Page 25

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