Online Newsletter for Call
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume VI, Issue 12
Date: December 1, 2005 - Take Care of Your Employees
You’ve heard me say many times (and I think most of you, if not all, agree with me) that if you take care of your employees, they’ll take care of your customers.
Manpower recently commission the Service Quality Measurement Group (SQM)—benchmarking specialists in the area of customer and employee satisfaction for contact centers—to study the link between employee and customer satisfaction.
The key findings include:
v For every 1% increase in employee satisfaction, there’s approximately a 2% increase in customer satisfaction.
v 58% of the time the source of error for first call resolution was due to errors made by agents. (and we all know that first call resolution improves customer satisfaction).
v With a 2.5% improvement in employee satisfaction, a center can improve the average number of calls needed to resolve an issue by .1%.
v The 5 most important attributes contributing to call center satisfaction are:
1. Feeling appreciated
2. Not working in a stressful environment
3. Being valued and respected within the organization
4. Opportunities for advancement
5. Effective utilization of agent’s knowledge and skills
Overall, this information is something we all know, but now you have the ammunition, the statistics to tie into the bottom line, to make a case for an initiative to invest in your people. Give them the tools, the knowledge, and the systems they need to do their jobs.
If you look at what’s most important to them, #1 is feeling appreciated. This goes hand in hand with #3. I believe providing core training with ongoing reinforcement, refreshing, reminding, and being a resource is a great way to take great care of employees.
#2 is a bit unrealistic in a contact center environment where stress and change is rampant. What is not unrealistic is to have change and stress management programs to help employees cope so as to be more available to customers.
With regard to #4, all employees should have a career path in which they are an active participant. Some agents are highly motivated to move up the ladder, while others are content to stay put.
And of course, #5 to me means don’t try to put a round peg in a square hole. Support your agent’s strengths, not their weaknesses.
Source: Connections Magazine, November, 2005, p. 14.
© 2005 Human Technologies Global, Inc. All rights reserved
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