Off Center
 
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While I usually cover contact center best practices and innovation in this blog, today, in keeping with Halloween, I’ve decided to highlight what scares the pants off of most customer care professionals (and what scares the pants back on those who work from home).

Forget about witches, ghosts and goblins – here are some things that are really scary if you manage a contact center:

Rampant agent turnover. It’s positively frightening to think that the average contact center has an annual turnover rate of nearly 40%, and that, according to the human capital management firm CallMe! (that really is their name), the average turnover cost per agent is upwards of $4,000. This means that in a typical 100-seat contact center, agent turnover costs roughly $160,000 – every year. Evidently many organizations are so paralyzed by fear of such exorbitant figures, they are physically unable to create the kind of positive culture that would cause said figures to plummet.

Disengaged agents interacting with your customers. Even scarier than agents leaving are agents who stick around – but who couldn’t care less about your company or its customers. Just because agents show up and sit at their workstations everyday doesn’t mean they are truly present, and THAT can cost you even more than actual turnover. When agents aren’t engaged, empowered and focused on the job, the unnecessary callbacks, long caller rants and customer defection could end up forcing your center to implement a 100% work-at-home initiative – because your company soon won’t be able to make rent.   

Managing Millennials. Millennials tend to be highly creative and tech-savvy multi-taskers who enjoy working in a collaborative manner. Nothing actually scary about that – unless you are a contact center manager or supervisor who only knows how to lead and develop people whose learning styles and communication preferences are just like yours. If that’s the case, your attempts to engage the typical Millennial will be a horror show featuring a lot of carnage – or at least a lot of burnout and attrition.

Social customer service. Just when you thought you had a handle on all the channels and that it was safe to go back into the contact center, social customer service entered the scene – bringing with it a new kind of terror. Now your center has to respond not only to customers who contact you directly (via phone, email and chat), but also to those who express their issue and mention your company name via Twitter or Facebook. And if you don’t respond to the latter customers – or if you respond in an unsatisfactory manner, everybody and their mother gets to see as the PR nightmare plays out. 

Big data. The vast amount of customer information today’s contact center is able to capture is amazing – and scary as all get-out if the center doesn’t have a way of structuring, analyzing and strategically acting on the data. If you thought finding time to monitor each agent a few times a month was hard, try finding time to make sense of the millions of pieces of customer intelligence flying around the contact center stratosphere. Fortunately, there have been real advances in interaction analytics and data-mining to help centers slay the big bad data monster, but many customer care organizations have yet to invest in or tap the full power of said technologies, and thus must continuously face the fear of being swallowed up whole.    

The power of the home agent model. This one may seem a bit out of place, but the power of the home agent model is scary. What else do you know of that, once implemented, has the power to vastly improve such critical things as: agent engagement and retention; agent performance and attendance; contact center staffing/scheduling flexibility; facility expenses; disaster recovery; and the environment? It’s natural to be in awe of such power, even a little frightened. But what’s REALLY scary is the fact that not every customer care organization has embraced the home agent model despite all the huge proven benefits. I guess they are deathly afraid of success – or of happy agents.


What scares YOU about customer care and working in a contact center? Share what makes you shudder and shiver in the ‘Comments’ box below.

Oh yeah, and HAPPY HALLOWEEN!



 
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The best managers realize a contact center cannot succeed without skilled, motivated and mostly sober agents manning the phones (and other contact channels). These managers work hard to develop and sustain hiring programs that ensure the front line is forever staffed with service stars who stick around for longer than the first pay period.

But I’m not here to talk about hiring success. When it comes to agent recruiting, assessment and selection, success is much less common than failure... and it's more fun to talk about the latter.

With that in mind, following are 15 signs your contact center’s hiring practices need work:

15) A common question among new-hires is whether their work schedule will interfere with their dog fighting competitions.

14) Your contact center recently underwent renovations to expand the exit interview room.

13) Candidates typically celebrate a job offer by firing off a few rounds of ammunition out back.

12) While playing hide-and-seek in your contact center, your eight year-old kid secretly answered several customer calls – and outperformed all your agents.

11) You’ve implemented a work-at-home agent program because most of your job candidates are under house arrest.  

10) Your average agent tenure is measured in minutes.

9) Your two most critical selection criteria when assessing agent candidates are “has a pulse” and “wears clothes.”

8) Your most effective recruiting method is begging.

7) Your best agent is your IVR system.

6) The final stage of your agent selection process involves a coin toss.

5) The top candidate from your last recruitment effort applied from federal prison.

4) You promoted the aforementioned candidate to supervisor his first week on the job.

3) Your most valuable applicant assessment tool is a drug-sniffing dog.

2) You hired the aforementioned dog as a team lead.

And the number one sign your contact center’s hiring practices need work is…

1) While reading each item on this list, you thought to yourself, “It’s funny because it’s true.”


For those of you looking for (slightly) more serious and insightful resources on agent recruiting and hiring, check out the following links to previous blog posts:

Active Agent Recruiting: Take Hiring by the Horns
Separate the Reps from the Replicas: Improving Your Pre-Hire Assessment Process
The First Key to Agent Retention? Your Hiring Program


There’s also an entire chapter dedicated to the topic of recruiting & hiring in my Full Contact book.





 
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Customer Service Week is once again upon us (starting Monday, Oct. 7), and contact centers everywhere – at least those that actually care about customer service and their agents – are getting ready to celebrate.

The key to an effective CSW celebration is to party just hard enough to show agents how appreciated and valued their work is, but not so hard that it interferes with the very service you are celebrating. Rewarding staff with tequila shots can greatly diminish service levels and cause agents to pass out during customer interactions before first-contact resolution is achieved.

Following are 20 fresh ideas that are almost but not quite guaranteed to make your Customer Service Week celebration a success:
 
1. Officially change the name of the contact center to “The Customer Love Hut”.

2. Give each agent a special comb that fixes ‘headset hair’.

3. Get rid of all the shackles, cattle prods and any other devices used to enforce agent adherence.

4. Replace “Dress-Down Friday” with “Undress Monday”.

5. Pay some actors to play your company’s executive team and have them visit the contact center to thank staff for their great work.  

6. Install a Xanax dispenser in the breakroom. And in the restrooms. And at agents’ workstations.

7. Offer agents free treatment for Xanax addiction. 

8. Walk up to each workstation and personally tell every agent how extremely important they are to the organization. If you have too many agents to do that, just tell your top performer.

9. Let agents work in their underwear or pajamas for the week to make up for senior management rejecting your proposal to implement a home agent initiative.

10. Remove the ‘Calls in Queue’ display board from all the bathroom stalls.

11. Give each agent one “Get Out of Call Free” card for use during an interaction with a highly annoying/abusive customer.

12. Permit agents to take one free swing at their supervisor during a coaching session.

13. Give out an “I’m Dedicated to Service” badge to any agent who has stuck with the job for more than 48 hours.

14. Install thick padding on all workstation desks, walls and computer monitors to protect agents against head injuries.

15. Wait till the week after CSW to tell everybody the center is being outsourced.

16. Give each agent a fresh new supply of the paper clips they use to cut themselves on paydays.

17. Instead of hanging pictures of your top-performers on the wall, hang your actual top performers on the wall to give them a well-deserved break from the phones. 

18. Give each agent three baseballs to throw at a senior manager perched in a dunk-tank. Better yet, forget the dunk-tank.

19. Present each agent with a commission check for all the revenue they’ve saved the company by not telling customers how they really feel.

20. Officially change agents’ title to “Customer Engagement Officer”. Tell your company’s actual CEO to deal with it.

I’d love to hear YOUR fresh ideas for celebrating Customer Service Week. Feel free to share them in the 'Comments' area below.
 
Special ‘Customer Service Week’ Offer from Off Center
In the name of all that is customer servicey, from now through Customer Service Week I’m offering a whopping 50% off the regular price of my Full Contact book on contact center best practices, as well as all of my ‘Contact Center Tunes’ song parodies. To receive your discount, be sure to type in the following code in the ‘Discount Code’ box provided when you are making your purchase: csw13

This offer will end at midnight ET on Sunday, October 13, so act soon! (Now would be good.)