use your call center agents to their full potential
DESCRIPTION
Vocalcom makes agent experiences at the forefront of contact center performance. Imagine a call center filled with happy staff who leave every customer satisfied. For some companies it’s already reality. For Better Agent Experience in Contact Centers, Press 1 Now!TRANSCRIPT
February 2014 | Page 1Good health is contagious
USE YOUR CALLCENTER AGENTS TO THEIR FULL POTENTIAL
USE YOUR CALL CENTER AGENTS TO THEIR FULL POTENTIAL
IMAGINE A CALLCENTER FILLED WITH HAPPY STAFF WHO LEAVE EVERY CUSTOMER SATISIFIEDFOR SOME COMPANIES IT’S ALREADY REALITY
February 2014 | Page 2Good health is contagious
1. CALL CENTERS AND HEALTH2. THE ISSUES3. OUR SERVICE4. HAPPY AGENT FOR HAPPY CUSTOMERS
SUMMARY
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CALL CENTER AGENTS : A POPULATION SUFFERING
CALL CENTERS AND HEALTH ISSUES
• 39 % OF CALL CENTER OPERATORS SHOW SIGNS OF MENTAL DISTRESS*
• A SENDENTARY POPULATION WITH OVERWEIGHT UP TO 68% OF CASES*• WEIGHT GAIN OF 0,9 KG PER MONTH*
• A POPULATION SUFFERING**• 96 % OF THE CALL CENTER AGENTS DECLARE TO HAVE FELT AN IMPORTANT PAIN• 27,5 % «ALL THE TIME» • 48,0 % «OFTEN»
• A VERY ELEVATED PSYCHOLOGICAL DISTRESS • 50 % OF THE CALL CENTER AGENTS WHO ANSWERED THE QUESTIONNAIRE PRESENTS A HIGH LEVEL
OF PSYCHOLOGICAL DISTRESS.• THEY ARE TWICE MORE NUMEROUS TO SHOW THE SYMPTOMS OF A HIGH PSYCHOLOGICAL DISTRESS
THAN WHITE-COLLAR EMPLOYEES IN THE REGION OF QUEBEC (24,3%).
* INRS survey** INPES-Quebec-12 months study
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II. THE ISSUES
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Healthier agents, for a better customer experience
1. GROWING OF HEALTH AND PSYCHOLOGICAL STATE OF THE CALL CENTER AGENT TO OFFER A BETTER SERVICE.
2. DEVELOP LOYALTY OF THE CALL CENTER AGENTS AND LIMIT THE TURN OVER.
3. IMPROVE THE PRODUCTIVITY WHILE PROTECTING THE HEALTH OF THE CALL CENTER AGENTS.
4. CREATE SOME DIFFERENTIATION IN A TRIVIALIZED MARKET.
5. FEED AN IMAGE OF RESPONSIBLE AND COMMITTED COMPANY.
THE ISSUES
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III- AGENT EXPERIENCE AT THE FOREFRONT
Madness, is when you behave the same way and
expect different results.
Albert Einstein
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Tiredness : visual
auditory
Pain / Stiffness
Stress / MoodConcentration
Performance
Addictions
Nutrition The health course
allows to accompany the call center agent in the various moments of the working day and to
help him to manage better its work.
HAPPINESS CENTER THE HEALTH COURSE
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-Deliver to the call center agents all the keys (practical and theoretical) needed to feel « good at work »
Propose a daily health course integrated into the working hours,
anyywhere any time
Have all the elements (theoretical & practical) to manage their health during transport and make it active time
1
3
2
HAPPINESS CENTER OBJECTiVES
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HAPPINESS CENTER GENERAL PRINCIPLE : A LOGIC OF « TIMELINE »
In transportation
Breathing
Relaxation & Stress
management
Sleep
Physical activity
Prepare for work
Relaxation
Breathing
Action neck pains
Action back pains
Manage fatigue
Manage motivation
Relaxation / laugh
Drink
During breaks
Nutrition
Sleep pause
Relaxation
Stretching
Addictions : coffee/ tabacco
During calls
Beginning of the journey Working time Return
In transportation
Le retour
Relaxation & Stress management
Sleep
Physical activity
Relaxation
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ADVICE TAILORED TO THE ENVIRONMENT AND USESHAPPINESS CENTER
- PROPOSE A METHOD OF AUDIO CONSULTATION TO PROMOTE ACCESSIBILITY AND DISCRETION
- TO PROVIDE VIDEO TO ACCELERATE AND FACILITATE THE HANDLING OF COACHING
- ENCOURAGE THE USE OF GAMES TO STIMULATE AND ENTERTAIN THE CALL CENTER AGENT.
February 2014 | Page 11Good health is contagious
Workshop 0
Initial assessement with information for
customization : - Time and method
of rout- Working hours
- Health questions
Presentation of the program
Registration Assessment
HAPPINESS CENTERA PERSONALIZED COURSE FOR THE CALL AGENTS
Wellness at work
The program issues
Word of the managingdirector
Registration :Login, Code
Video of demonstration of the program
Act
Presentation of a coach
Presentation / choice photo / music
Presentation next workshop
Welcome and registration
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HAPPINESS CENTER ON THE GO
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A SUSPENDED, NON-COMPRESSIBLE TIME, WHEN THE INDIVIDUAL IS FORCED AND FORCED.
TRANSPORT TIME IS A TIME FOR YOURSELF, AVAILABLE WHERE INDIVIDUALS CAN RECONNECT TO ITSELF.
ACCOMPANY THE TRAVELER IN A LOGIC OF « INDIVIDUAL SERVICE OF WELL-BEING » TO PREPARE BETTER ITS DAY.
HAPPINESS CENTER ON THE GO
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PERSONALIZED CONTENT OFFERED BY THE INITIAL PROFILING OF THE CALL
CENTER AGENT.
HAPPINESS CENTER ON THE GO
In transportation
Breathing
Relaxation & Stress
management
Sleep
Physical activity
Prepare for work
Relaxation
Breathing ; breathing lessons conventionally and abdominal breathing
Relaxation : exercises simple to realize discreetly in seated position or up
Sleep : learn flash sleep to recover in seconds
Physical activity : take advantage of the route to make of the physical activity
Prepare : how to motivate yourself too approch this day in the best possible conditions
Relaxation : the one or two positive news in the ambient gloom
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Normal breathing Abdominal breathing
HAPPINESS CENTER For Better Agent Experience in Contact Centers, Press 1
BREATHING IS THE FIRST ACT OF WELLNESS
TWO SIMPLE EXERCISES TO START THE DAY
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PROPOSE TO THE USER TO CHANGE HIS PHYSICAL HABITS ACCORDING TO ITS TRANSPORT PATH.
EXAMPLE OF ACTIONS OR PHYSICAL CHALLENGES
HAPPINESS CENTER
1’30’’ 1’30’’ 3’00’’ 1’30’’ 1’30’’ 2’00’’
1’10’’ 1’10’’
Proposed action : Favor staircases to escalators
Proposed action : do not take the escalators
Proposed action : go down a station before the scheduled and walk
Proposed action : do not sit and stand
Proposed action : do not sit and stand
Education : information on the benefits of physical exerciseProposed action :Compose your program
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HAPPINESS CENTER IN « LOGGED » POSITION
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HAPPINESS CENTER Current position, logged, the concept of FLASH BREAK
Depending on the context :number of calls, time of leaving, call duration …
Custom messages Micro breaksAppropriate adviceFlash relaxation
Alerts with release of themessage, the flash break
Personalized intervention adaptedto the profile of the call center agentand stress level
February 2014 | Page 19Good health is contagious
HAPPINESS CENTERAnticipate to better predict
Pain / Back stiffness, wrist
Visual / auditory fatigue
Stress / mood disordersS
EL
F-
EV
AL
UA
TIO
N 1 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 10
Anticipate signs indicating « overload »
1 2 3 4 5 6 7 8 9 10
Allows to straighten the advice and their frequency
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HAPPINESS CENTER A DAILY PRESENCE – ANYWHERE - ANY TIME
Flash sleep
Methods of concentration
Relaxation
Fight against stress
Breathing
Laughing : The word /
saying of the day
Relaxation : photo of the
day 45 seconds of
music
Stretch lumbar and
cervical
Get up
Check his sitting
position
Moment of silence
Technique of visual break
Visual / auditory fatigue
Pain, lumbar, cervical
Fatigue Sleep
concentration
StressAnxiety Nervous
Mood DepressionEmpathy
February 2014 | Page 21Good health is contagious
Adjust its power according to its weight / efforts
needed for concentration
HAPPINESS CENTER A SUPPORT DURING BREAKS – ANYWHERE – ANY TIME
Pause sleep : sleep 10 to 15
minutes to recover
Relaxation method of Jacobson
Break : coffee / tobacco
How to manage it
Feed Hydrate
Recover from fatigue
Release the pressure
Managing addiction
February 2014 | Page 22Good health is contagious
1• Support staff for outstanding loyalty
2• Provide solutions for their well-being at work
3• Help them manage their health outside work
4 • For better productivity
5• Faster customer service. Happier agents
HAPPINESS CENTERGOOD HEALTH IS CONTAGIOUS
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IV. HAPPY CALL CENTER AGENTS MAKE HAPPY CUSTOMERS
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HAPPY CUSTOMERS
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HAPINESS CENTERAT THE FOREFRONT OF CONTACT CENTER PERFORMANCE
User manager
Designer
User AccountsAuthenticationProfil management
Management of courses
Profiler
Notifications and reminders for users
Content management and personalization rules
Management of API
Mobile solutionsAlerting
Connected devices
Mobile
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