Funergizers - Boost Morale and Employee Engagement Call Centres
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Funergizers explores the impacts, costs and reasons for poor staff engagement in customer contact centres. This slide show also provides 4 practical things team leaders can focus on to help create more engagement within your customer contact centre. http://www.funergizers.com
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Funergizers - Boost Morale and Employee Engagement Call Centres
- 1. Improve Employee Productivity Funergize Your Call-Centre
- 2. The Situation Staff Costs = 60 – 70% Training Conferences Holiday Pay Sick Leave Bonuses Refreshments Facilities Wages
- 3. Greatest Asset = Greatest Liability 24% Engaged 76% Disengaged (16% Actively) Morgan Gallup 2011
- 5. Impact No. 1 – High Turnover & Absenteeism Industry Average – 25% Replacement Costs - $15 to $25K per agent
- 6. Impact No. 1 – High Turnover & Absenteeism 100 seat centre – 25% T/O, minimum $375,000 per year 20% = $300,000 15% = $225,000 10% = $150,000 5% = $75,000
- 7. Impact No. 1 – High Turnover & Absenteeism People Leave = Hard Life for YOU! Recruit – Train – Recruit – Train – Recruit – Train….. Focus on LOW END TASKS which give SMALL RETURNS
- 8. Impact No. 2 – Poor Performance
- 9. Impact No. 2 – Poor Performance When Staff Decide to Leave What Has Happened Before That Day… Poor Performance for the… past 3 months? 6 months? 9 months? 12 months? 18 months? IMPACT ON…YOUR TARGETS, YOUR RESULTS!
- 10. Impact No. 3 – Poor Customer Satisfaction 25% customers likely to say something positive 65% likely to speak negatively 23% who had positive service interaction told 10 or more 48% who had negative experience told 10 or more Harvard Business Review OnPoint article by Matthew Dixon, Karen Freeman and Nicholas Toman
- 11. Impact No. 3 – Poor Customer Satisfaction $5,000,000 = $250k to $1.5M per year $10,000,000 = $500k to $3M per year $100,000,000 = $5M to $30M per year Cost of bad service – 5% to 30% Gross Sales
- 12. Impact of Disengagement - High Turnover - Poor Performance - Customer dissatisfaction
- 13. Reasons for Disengaged Staff
- 14. Reasons for Disengagement - Electronic surveillance and monitoring - Timed breaks - Unrealistic target setting - Overall pressurized work environments Reason No. 1 - Strict Work Environment
- 15. Reasons for Disengagement 5 ways of Appreciating Recognise v’s Acknowledge Reason No. 2 – Failure to Acknowledge
- 16. Reasons for Disengagement 5 ways of Appreciating If you are simply giving away vouchers/gifts you are only appealing to 20% of your workforce What about the other 80%? Reason No. 2 – Failure to Acknowledge
- 17. Reasons for Disengagement Recognise v’s Acknowledge Recognise – What you do (performance related) Acknowledge – Who you are (Your significance as a person) Reason No. 2 – Failure to Acknowledge
- 18. Reasons for Disengagement 75% of people leave because of their Manager!!! 59% of Call Centre Managers – biggest challenge having team leaders with the skills to engage their people. Futurepeople, Heartonomics 2015 Reason No. 3 – Supervisor Problems
- 19. Costing You Money -Strict Work Environment Loosen Up! -Failure to Acknowledge Acknowledge staff for WHO they are! -Supervisor Problems Train Team Leaders so they can engage their team!
- 20. Total Costs of Disengaged Staff Agent Replacement - $375K Poor Performance – reputation, brand, re-training, missed opportunities Dissatisfied Customers - $250k - $1.5M TOTAL COSTS = $625K to $1.875M +++ per year 100 seat centre, 25% turnover, $5M gross sales
- 21. Funergizers 15 years developing results driven programs - Based on research, test and trials - 100’s of programs, 1,000’s of participants - Businesses are now implementing our programs themselves with GREAT success - Make sure you don’t waste time, money or resources implementing something without reaping the benefits
- 22. Results from Funergizers Program 85% of participants said they felt more energized, positive, productive and enthused about their work 78% of participants said they felt more appreciated by their employer 82% of participants agreed the program built stronger relationships 97% of participants agreed it was great for moral
- 23. Funergizers 4 Key Principles Connect - Building Relationships Appreciate - Valuing for ‘Who they are’ Serve - Helping one another Fun - Creating positive atmosphere
- 24. Let’s Play!
- 25. Total Costs of Disengaged Staff Agent Replacement - $375K Poor Performance – reputation, brand, re-training, missed opportunities Dissatisfied Customers - $250k - $1.5M TOTAL COSTS = $625K to $1.875M +++ per year 100 seat centre, 25% turnover, $5M gross sales
- 26. Want a different result? You need a different approach
- 27. Thank You Download – Free eBook on Funergizers 4 Key Principles http://www.funergizers.com/Employee-Engagement-Gift-Signup Buy – Funergizers ‘Complete Staff Engagement Toolkit’ http://www.funergizers.com/store/workplace-employee-engagement- programs/funergizers-diy-staff-engagement-toolkit Register – ‘Funergize Your Workplace’ Workshop http://www.funergizers.com/PublicWorkshopSyd.pdf
Editor's Notes
- Grab a seat Introduce yourself to others Grab a head band – put it on Select team captains – feather bower Round of applause for cpatains Welcome and thanks for investing your time with us this afternoon – Mike Symonds, Jock Wagner from Funergizers What to expect – have a look at some of the reasons for disengagement and costs –We’ll then provide you with some ideas on how you can Funergize your Call Centre, increase staff engagement and as a result improve performance and improve your bottom line. Sound good?
- Acknowledge that they’ll know. which most of you would have seen before, however… You’ll be aware of it, and tried a few things to address, with limited success You’re aware of it and nothing about it Staff costs are 60-70% That’s huge – it covers all these things….. So if your operating costs are $500k = up to $350K The disturbing thing is this…..
- 24% engaged Remaining 76% disengaged – varying levels of disengagement Like driving a high performance racing car and never getting out of first gear
- There are 3 major issues which occur when staff are disengaged – and each one is costing you money!
- Costs cover recruiting, hiring and training – doesn’t take into consideration lost opportunities
- $375K – 7day/week centre that’s over $1,000 per day Pull out $100 from your wallet or purse and cut it up – then do that every hour What could you do with that extra money?? Invest in more staff – to give you greater flexibility Invest in higher end training New technology
- The real cost though is the cost it places on you… Additional time on recruiting, re-training, wasting time on low end jobs Focusing on the basics which give you very little return, instead of focusing on the high end skills and behaviours which give you your greatest return.
- Disengagement just doesn’t happen overnight – it’s something which builds over time When someone decides to leave – what has happened prior to that? 3 months, 6 months, 12 months or even 18 months of disengagement prior to leaving. How do you boil a frog? In cold water and bring to the boil – they don’t realise it’s happening. What impact is this having on your targets. Your results. How much harder does that make your work?
- Disengagement just doesn’t happen overnight – it’s something which builds over time When someone decides to leave – what has happened prior to that? 3 months, 6 months, 12 months or even 18 months of disengagement prior to leaving. How do you boil a frog? In cold water and bring to the boil – they don’t realise it’s happening. What impact is this having on your targets. Your results. How much harder does that make your work?
- Disengaged staff are driving your customers away in their droves READ SLIDE If our goal in business is to retain existing customers and ‘recruit’ new customers – So what is this really telling us? Dissatisfied customers are leaving and potential new customers are going else where – which impacts your bottom line and growth
- READ SLIDE Gap busters conducted some research, I think it was around early to mid 2000’s. What they discovered is that staff satisfaction and customer satisfaction is closely linked. When staff satisfaction rises, customer satisfaction rises. What is even more remarkable is customer satisfaction had a triple increase – so for every 5 points staff satisfaction rose, customer satisfaction rose by 15 points. In dollar terms – make a $10k investment into staff satisfaction (if done correctly) you get a $30k return – show me a bank account which gives you that kind of ROI
- Lots of perceptions about different reasons – 3 common themes which always keep floating to the top
- The sense of being locked in, rigid and controlling is creating an over pressurised workplace. Staff are becoming more stressed. If you work in a stressful environment for a majority of people it’s only natural you’ll want to up and leave
- We all want to feel significant, valued and worthy. Who are they? What are their dreams? What are they passionate about? What are their desires? Fears? Mouldy rice experiment. Hands up who has a reward and recognition program – probably give away vouchers, movie tickets, pizza’s etc – you need to be really careful. There’s actually 5 different ways people like to be appreciated, If you are sticking to just vouchers you are only appealing to 20% of your staff. Difference between recognising and acknowledging – recognising is about performance – what you do However acknowledgement is about – who you are as a person – feeling valued, significant and worthy.
- We all want to feel significant, valued and worthy. Who are they? What are their dreams? What are they passionate about? What are their desires? Fears? Mouldy rice experiment. Hands up who has a reward and recognition program – probably give away vouchers, movie tickets, pizza’s etc – you need to be really careful. There’s actually 5 different ways people like to be appreciated, If you are sticking to just vouchers you are only appealing to 20% of your staff. Difference between recognising and acknowledging – recognising is about performance – what you do However acknowledgement is about – who you are as a person – feeling valued, significant and worthy.
- We all want to feel significant, valued and worthy. Who are they? What are their dreams? What are they passionate about? What are their desires? Fears? Mouldy rice experiment. Hands up who has a reward and recognition program – probably give away vouchers, movie tickets, pizza’s etc – you need to be really careful. There’s actually 5 different ways people like to be appreciated, If you are sticking to just vouchers you are only appealing to 20% of your staff. Difference between recognising and acknowledging – recognising is about performance – what you do However acknowledgement is about – who you are as a person – feeling valued, significant and worthy.
- Future people 2015 heartonomics report showed that 59% of respondents said their biggest challenge will be having team leaders with the skills to engage their people. That’s huge!!! So it’s imperative you provide your team leaders with the tools to help them engage and connect with their teams
- Recap…so what exactly is it costing?
- How does this make you feel? PAUSE Just imagine for a moment, if we flip it around and you were able to have even just a portion of this available to spend? Where would you invest the money? The bottom line is you can. We’ll show you how.
- We, at Funergizers have spent 15 years on developing results driven, working programs based on research, test and trials, running 100’s of programs with thousands of participants. As a result of this ground work we are in a position to enable you to implement these profitable changes in your organisation. After all you don’t want to waste money on implementing something without reaping the results. Common sense would tell you to use somebody with a success history such as Funergizers – right? PAUSE Here’s some results we have had working with a utilities call centre READ RESULTS How did we achieve these? PAUSE We implemented our program which focused on fostering the following 4 key principles - which bought about the change. The first one…
- We, at Funergizers have spent 15 years on developing results driven, working programs based on research, test and trials, running 100’s of programs with thousands of participants. As a result of this ground work we are in a position to enable you to implement these profitable changes in your organisation. After all you don’t want to waste money on implementing something without reaping the results. Common sense would tell you to use somebody with a success history such as Funergizers – right? PAUSE Here’s some results we have had working with a utilities call centre READ RESULTS How did we achieve these? PAUSE We implemented our program which focused on fostering the following 4 key principles - which bought about the change. The first one…
- (explain the flow on and connection) Connect – Built relationships – remember future people survey 59% call centre managers said biggest challenge is team leaders not having the skills to connect and engage Appreciate – staff feeling valued for who they are Serve – Staff helping one another Fun – creating a positive atmosphere
- Before we start – take note of the feeling in the room…. Chocolate Frogs – fill out Rules Balloon Bash Novelty Baton Coin Drop Handout frogs – explain Announce winners Prizes ….how do you feel now? What difference did you notice from before and after? PAUSE Also we didn’t have to spend the whole day, half a day, an hour or even half an hour – the feeling changed within 3 minutes If we can do it here, we can enable your team leaders to easily achieve the same result with our DIY staff engagement toolkit. PAUSE So the kit is 29 57 contains everything you need to successfully recreate these results.
- Let’s refresh our memory The cost of staff disengagement… Are you happy leaving it like that? PAUSE
- Einstein said……. The ball is in your court to bring about the change
- Thank you very much for your time and participation. Have a great night. We hope you found it valuable, for those who are interested in the DIY Kit, jock and I will be here to help you out.