Want to learn how to increase employee engagement in your contact center? We interviewed Jeff Doran, Founder and President of CCEOC Inc. about the secret to increased employee engagement. His company establishes Employer of Choice® (Best Workplace) recognition and certification programs for specific market sectors, including the contact center industry.
One of my first roles in WFM was in a business to business (B2B) environment. My company partnered with several insurance companies to provide pharmacy benefit services. This means that if someone had an insurance carrier for their medical needs, they would contract with us to process and fill the prescriptions that their doctors wrote. We would enter into an agreement to provide customer service support through our contact centers. These agreements included “Performance Guarantees” to achieve certain levels of service level, quality and customer satisfaction. The complexity of managing the workforce in the center became exponentially more complex with this external accountability.
Picture the scene… Call Centre Operations Manager Colin runs a 100 seat contact centre in the utilities sector. The centre has grown from a small 50 seat call centre that was set up in the late 1990s, when everyone was on fixed shifts and 100% of the workload was traditional inbound calls. Now, the centre handles inbound voice, some live chat and a growing volume of email; there’s even a small outbound team on a dialler.
A recent (fake) news story caught my eye: “Man becomes professional pianist after calling his internet provider and waiting on hold for hours. The piano hold music inspired him to learn to tickle the ivory keys.”
Working in a call center, whether you’re on the phone or on the floor managing operations, means that you’re front and center with customers at all times. It also means that you know the importance of delivering a great service experience for your customers. If that’s not an area of focus for you, it certainly ought to be!