ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“
Understanding the secret recipeUnderstanding the secret recipe
Recruiting and Retaining Recruiting and Retaining
Talented StaffTalented Staff
ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“
Presented by:Presented by:
Steve Mitchinson, Immediate Past Chairperson, ATASteve Mitchinson, Immediate Past Chairperson, ATA
Associate DirectorAssociate Director, , Limebridge AustraliaLimebridge Australia
ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“
The Key Questions
1. Why would a smart, energetic, ambitious
person want to work for your company?
2. Why would a smart, energetic, ambitious
person want to leave your company?
ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“
Gaining and Retaining Talented Staff
The universal imperative to get more for less, means
we must discover new ways of engaging with HR
and use HR analytics to create value from our
workforce
ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“
The # 1 Challenge
Gaining & Retaining talent is the #1 Challenge -
Globally
If you and your head of HR haven’t recently
discussed ideas for using data to generate a talent
strategy that’s more closely linked to business results,
it’s time to start. Mckinsey Quarterly March 2011
ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“
Obstacles to effective talent managementFrom Making Talent a Strategic Priority, McKinsey Quarterly
ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“
It’s unusual for business or HR leaders to spot pain points on their own.
A strong partnership is essential in order to identify and prioritise issues that affect the relationships between people challenges and business results
HR and the business
– the importancee of the partnership
ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“
Is there a disconnection with HR
What we believe:
• HR lacks the capabilities to develop talent strategies aligned to my business objectives
• HR is an administrative business unit – not a strategic partner
• HR is not held accountable for the success/failure of talent management initiatives
• HR Lacks the authority/respect to influence the way people are managed
• HR does not provide enough support for line managers
58%
60%
64%
47%
58%
ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“
HR – How can they help
• Informing & Implementing Organisational
Strategy
• Bring to the planning cycle sound knowledge of
contemporary HR practices and innovative
solutions
• Being in touch with marketplace
• Being in touch with staff needs and expectations
15/04/2011 www.teamredsolutions.com.au
ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“
HR – How can they help
• Creating engagement & trust by demonstrating HR’s value to staff e.g. Employee benefits
• Delivering strategies that ensure remuneration is down the list of priorities
• Make the business their office - visible and pro-active
There is no longer a place for a caretaker or custodial HR role
HR must suggest opportunities to the business - not wait to be asked
15/04/2011 www.teamredsolutions.com.au
ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“
How can we recruit better
Where do we look
Who could we partner with
How do we onboard new staff
First impressions are critical
15/04/2011 www.teamredsolutions.com.au
ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“
Summation
HR should not be administrators – they should be actively
advising CEO’s and others on how to leverage the human
capital they have to build a culture of excellence - one
that delivers sustainable competitive advantage
CEO’s should be endorsing and promoting those outcomes
as the goals of HR
As managers we must engage with HR more effectively
15/04/2011 www.teamredsolutions.com.au
ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“
Retaining Talented StaffRetaining Talented Staff
ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“
What does it mean to be
“engaged”
A heightened emotional and intellectual connection an employee has for his/her job, organisation, manager or co-workers that, in turn, influences him/her to apply additional discretionary effort to his/her work.
In a nutshell…Engaged people like Engaged people like coming coming to work,to work,
and are inspired to and are inspired to do do their besttheir best!
ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“
Drivers of Employee Engagement
Trust & IntegrityPersonal
relationship with my Manager
Relationships withCo-workers /
Team members
Employee Development
Career / GrowthOpportunities
The Type of work Pride in the BrandDirect links between
Individual & CompanyPerformance
There are many things we can do to create an engaged workforce…
ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“
Drivers of Employee Engagement
The Culture
ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“
Culture : Why it is important
There is volume of research showing a strong
correlation between:
1. Absenteeism and staff engagement.
1. Staff engagement and profitability.
So just how do you build and maintain a positive
workplace culture and deliver improved employee
effectiveness?
What are others doing?
ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“
Culture : Why it is important
• It is suggested less than 30% of employees are engaged in their jobs.
• Engaged employees are 87 percent less likely to leave the organisation.
• 84% of staff believe they can positively impact the organization's quality if given the opportunity
• 72 percent want to optimize service delivery.
• Over a research period share prices of organisations with engaged employees raised an average of 16 percent. The industry average was a mere 6 percent!
ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“
The cultural dilemma
Want to:
Strive for Excellence
Be creative
Co-operative
Build relationships
Want staff to:
Take ownership
Maintain standards
Provide feedback
Co-operate with others
Opposed to new ideas
Compete with others
Avoid blame
Don’t rock boat
Structure at odds with
Incentives
Communication norms at
odds with constructive
norms
Apprehensive
Approval seeking
Critical & blaming
Competing with each
other
Low motivation
Low role clarity
Low co-ordination
Low adaptation
Non constructive
behaviours
Service does not meet
expectations
Inconsistent responses
Likely to leave if given a
choice
Culture
Leadership
Culture
Organisational Practices
Leadership Style
Internal
Customer (thinks)
IntentionsIntentions RealityReality OutcomesOutcomes
ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“
What do employees think they can
affect.....if you engage them
ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“
Wisdom of Spencer -Employees leave their managers, not their employers
How can we strengthen the capacity to deal with
• Is Leadership and Management accountable
• How can we strengthen the capacity to deal with
change
• Is leadership acting as the eyes and ears of the
enterprise on staff issues
• Do we provide briefings and work with our
leadership teams for communication of consistent
and timely messages
ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“
•What is it worth to reduce absences and turnover in our Enterprise
•How do we avoid the “on the job retirees” - people don't show up for
work even when they do
•How do we make my Enterprise the place where people want to be?
•How do we interpret, and manage absenteeism, sick leave and
separations?
•How do we control absenteeism through positive incentives?
•How do we develop an actionable strategy (what to do) and a tactical
(how to do it) work plan to reduce absenteeism employee turnover
•How do we track results and make corrections when deviations
between expected and actual results occur?
Questions we might want to ask....
ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“
Drivers of Employee Engagement
Corporate & Social
Responsibility
ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“
Corporate & Social Responsibility
Employees now cite corporate responsibility issues as one of their key criteria when choosing an employer - an organisation’s ability to retain employees may depend on its ability to align business practices with employees’ values
• 84 per cent of employees want to work in an environmentally-
friendly office.
• 90 per cent of women and 78 per cent of men believe their employer
should have the environment at the top of mind.
• Over 80% 0f 18 - 49 year-olds want to work in a ‘green’ office
ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“
DisengagementDisengagement PurposefulnessPurposefulness
ProcrastinationProcrastination DistractionDistraction
FF
OO
CC
UU
SS
ENERGYENERGY
High
Low
Low High
Employee Engagement Challenge
ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“
Possible Approaches
Managerial interventions
Communication interventions
Organisational interventions
ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“
Managerial interventions
Keeping promises & following through - Walk the Talk
Open and honest
Telling it like it is – balance +ve & -ve
Visibly rewarding the right people - for the right reasons
ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“
Communication Interventions
Building one on one relationships and trust
Demonstrating how individuals contribute to
organisational goals (strategic communications)
Employee Surveys
Consistent, regular face to face communication
Timely and honest responses to what is heard from
employees – “Captain Rumour”
ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“
Organisational Interventions
Improve empowerment – flatten hierarchies
Increase autonomy and decision-making authority
Use cross-functional teams & focus groups
Structured development and effective career mapping
ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“
The benefits of engagement
Opportunity to develop our future leaders
Increased staff satisfaction
Lower staff acquisition, training and
attrition costs
Improved customer satisfaction
Increased customer profitability and
repeat purchasing.
Opportunity to develop our future leaders
Improved productivity
Increased profits
ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“c) Push me to drink and listen to death metal music.
1) On my way to work in the call centre, I usually…
a) Feel very excited and empowered about helping customers.
b) Pop a Xanax and then I’m fine.
c) Throw-up a little in my mouth.
2) If the call centre were to catch fire, I would…
a) Risk my life trying to extinguish the flames.
b) Run like a frightened cheetah.
c) Hide the gasoline can and the matches.
3) I feel valued and respected at work.
a) Strongly agree
b) Agree
c) Neutral
d) I earn $8.50/hr and work in a cubicle the size of a bathroom stall – what do YOU think?
4) The key performance objectives in place in the call centre…
a) Are fair, feasible and focused on the customer experience.
b) Push productivity somewhat at the expense of the customer experience.
c) Push me to drink and listen to death metal music.
The Ultimate Agent Engagement Survey
– Part 1 By Greg Levin - www.greglevin.com
ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“
5) Training and development in the call centre…
a) Is comprehensive and eclectic, and prepares me for continuous success.
b) Is lacking somewhat, but what are you gonna do?
c) Ended right after my job interview.
6) Rewards/recognition in the call centre…
a) Is frequent, meaningful and inspires me to perform at my best.
b) Is high in sugar and saturated fats.
c) Would be lovely.
7) Compensation and benefits in the call centre…
a) Is highly competitive and alluring.
b) Is standard and acceptable.
c) Ha! Ha! Ha! Ha! Ha!
8) Please tell us what we can do to make the call centre a better place to
work.
(Kindly limit your response to 10 characters or less.)
Ultimate Agent Engagement Survey –
Part 2 – By Greg Levin - www.greglevin.com
ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“ATA ATA -- "Australia’s peak body for the Contact Centre Industry“"Australia’s peak body for the Contact Centre Industry“
Thank youThank you
For more information please contactFor more information please contact::
[email protected]@limebridge.com.au