Contact Center Pipeline August 2022 August 2022 - Page 35

An employee ’ s CSAT score commonly affects incentive pay and employment status for those who underperform consistently .
The problem is that the CSAT scores fluctuate wildly ( unreliability ) from month to month , pointing to issues outside a worker ’ s control , like supply chain issues or a faulty product . The result is that employees may begin to communicate with others in a calloused manner .
The pressure-to-perform culture that dominates contact centers may leave workers feeling incapable and ineffective .
Performance incentives help employees know how well they are doing . However , workers begin to doubt their capacity to perform well when they have little control over their performance ( e . g ., CSAT ) or when the company fails to give incentives .
Employee burnout is a systemic issue that impacts center performance directly by increasing attrition and lowering performance .
Mismatching people with jobs is a critical factor underlying employee burnout , with implications for workers and centers . Therefore , eliminating misalignment is essential to improving employee wellbeing and center performance .
RECOMMENDATIONS TO IMPROVE ALIGNMENT
Establishing better alignment between people and jobs requires contact centers to revisit their operational roadmaps . Although there are many steps contact centers can take to connect people with jobs , I focus on four points that will deliver the most impact in the shortest time .
11. UPDATE JOB REQUIREMENTS
Accurately defining job requirements is a straightforward step that helps eliminate misalignment and its consequences .
EMPLOYEE BURNOUT IS A SYSTEMIC ISSUE THAT IMPACTS CENTER PERFORMANCE ...
Build or partner with a reputable company to deliver surveys that measure a job ’ s tasks , worker KSAOs , and work context . If you choose to develop the surveys , the O * NET center ( https :// www . onetcenter . org / questionnaires . html ) offers tools to simplify the process .
Next , identify a group (~ 20 or more ) of SMEs ( agents , supervisors , and trainers ) across the job ’ s locations , and then ask them to complete the surveys .
Finally , analyze the survey data to document the job ’ s critical tasks , important KSAOs , and the work conditions .
2. ALIGN RECRUITING
STRATEGY WITH THE REQUIREMENTS
Revise your center ’ s recruiting strategy based on the job requirements . Ensure the marketing strategy targets sources with the applicants who are most likely to possess the essential skills .
The next step is to measure an applicant ’ s readiness to perform the job based on the most important KSAOs using well-designed tests and interview questions .
However , you must verify that the tests or interviews ( a ) predict job performance in your company ’ s jobs and ( b ) are not unfairly discriminating against people due to group membership ( e . g ., race , age , disability status ).
3. STANDARDIZE AGENT INTERVENTIONS
Conduct analyses to find leading indicators of a new hire ’ s likelihood to churn . For example , by identifying new hires at risk of churning 30 – 45 days beforehand , centers have enough runway to save high-risk employees . After finalizing the algorithm , you can build standardized training programs to target your KPIs ’ underlying skills .
AGENT PERFORMANCE
THE SUCCESS OF THE PROGRAM RESTS ON CREATING SPECIFIC SKILL-BASED TRAINING .
The success of the program rests on creating specific skill-based training . Generic solutions are unlikely to deliver significant ROI .
4. TEACH SUPERVISORS TO LEAD AND COACH
Investing in supervisor hiring and development is one of the lowest cost , highest-return investments contact centers can make , yet few take advantage .
Contact centers almost always fail to prepare supervisors for the most valuable part of their jobs , namely developing high-performing teams .
But helping supervisors learn the skills necessary to communicate effectively , intervene appropriately , teach others job-related skills , and hold team members accountable ( compassionately ) will improve team performance and lower attrition .
CONCLUSION
Contact centers struggle under the weight of attrition and poor performance , often assuming little can be done to turn the tide .
I disagree . One of the fastest , most effective ways to drive positive change is to better align job requirements with people and processes .
This article describes the implications of misalignment and straightforward steps companies can take to change their direction . Centers that invest in improving worker-job alignment will benefit from more efficient recruiting , better training results , reduced attrition , and improved job performance .
Brent Holland is the founder and CEO of Intelliante , Inc ., an applicant readiness and employee intelligence platform that takes the guesswork out of hiring and continuously proves its value and fairness .
AUGUST 2022 35