FROM THE INDUSTRY
My recommendation is a combination of what my mom taught me( write thank you notes) and what I learned from John Maxwell( share a personal comment about a person whenever you speak with them).
Write a handwritten note to each member on your personal team. Thank them for the impact they make every day. Include a compliment about something personal to them.
Across my years of consulting, I have been in many contact centers. Whenever I see a note pinned up in an agent’ s cube, I always ask,“ What is that for and when did you get it?” I once had an agent tell me that her thank-you note was given to her“ nine years ago.” Imagine how much value she placed on that simple note to keep it that long.
The Power of One exercise, carried out in real life, with tennis balls, timers, and teams of“ callers” vs.“ agents”. It feels like you’ re playing a game with laughter and smiles, but what you’ re really doing is teaching empathy and creating understanding. This event really creates a lasting impression.
SCHEDULE ADHERENCE EXERCISE
Objective
Create knowledge and awareness by effectively communicating the importance that one agent has on customer service and resource utilization when adhering to the assigned schedule. The exercise does a good job illustrating where a single agent fits in to the overall goal.
Requirements
BOB FURNISS
Consultant
THEY ARE THAT ONE POWERFUL PERSON IN THEIR OWN CALL CENTER. WHEN YOU DO SOMETHING THAT IS NOT SCHEDULED, IT HAS A DIRECT IMPACT ON UTILIZATION AND ADHERENCE, WHICH IN TURN HAS A DIRECT EFFECT ON THE CUSTOMER.
--TIFFANY LAREAU
TIFFANY LAREAU
Certified Workforce Manager, Human Numbers
• Remaining audience members are observers
• Eight tennis balls( the“ calls”)
• One container to hold the balls( the“ queue”)
• Adequate space for the agents to stand across from the customers
Round One
Ask for 12 volunteers to act as agents and customers.
Select and line up the six agents in a row, a few feet apart, standing. Instruct them that they will be receiving“ calls” from customers and they will handle the call from 5-7 seconds each( each agent has a different time). They should count the seconds out to themselves( one, one-thousand, two, one-thousand, etc.), then return it to the box by throwing the ball from their position. Agents further from the box have further to throw the ball. Any call that doesn’ t go into the box has to be picked up by the agent and counted as“ After Call Work” before taking a new call.
Select and line up the six customers behind the box( call queue), which is placed about six to eight feet across from the agents, centered. Instruct them to pick up a ball from the box, find an available agent to stand across from, and toss a call to their agent. Any customer waiting in line for an available agent should count their hold time. A new call can’ t be taken until the old call is released.
Start the call exchange and go about 3 minutes. Stop and review delay times with customers. Ask the agents how they feel. Ask observers what they noticed?
Round Two
Remove one agent from the line because they are going on break. Begin call exchange again.
After two minutes, remove another agent( because they saw their friend go on break and decided to leave too) and continue exchange. Customers need to count delay times. Stop after one minute.
Review delay times with customers. How different did agents feel after someone was“ missing”?
Debrief
Review the differences in delay time based on various agent situations. Include observers in discussion.
What was the effect on customer service? What was the effect on agents?
What happened when a call was dropped outside of the box and went into ACW?
• Six people to act in the role of Agent
• Six people to act in the role of Customer 6 CONTACT CENTER PIPELINE