Executive Management ReportTEAM BENCO DENTAL: JILLIAN O’GRADY, SARAH LUCAS, KERRI SMITH

Position: Call Center Representative (CSR)

Historically has one of the highest turnover rates of any industry

Across the industry, call centers replace 26% of their front-line agents annually

Turnover for part-time employees hovers around 33% annually

Reasons for this include:

Expecting new hires to fail = low morale and poor performance

Inadequate training

Implications for Poor Performing CSR’s

Direct impact on the company’s image

Defines the relationships with customers

Threat of losing business = direct line to the company profit

Future of the Position

2/3 American consumers are willing to spend more money with a firm that provides excellent customer service

Changes with technology:

Customers want solutions faster than ever before

“Do it yourself” tutorials are increasing to find answers

Social Media and Apps allow customers to get answers fast

Overall employment growth projected to grow 13% from 2012 to 2022

Company: Benco Dental

Mission: “Delivering success smile after smile

Founded in 1930 based in Pittston, Pennsylvania

More than 50 regional showroom locations and five distribution centers

Services more than 30,000 dental professionals

Employs about 1,300 associates

Benco Dental Resources

Customers have many options when in need of answers:

Direct contact with Chief Customer Advocate

Five contact numbers with email address

General email for more information

Social Media including Facebook, Twitter, LinkedIn and Youtube

The Call Center is one of the first points of contact for the customer

Benco Dental CSR Job Duties:

Receive and answer inbound calls from current and potential customers

Place outbound follow-up calls to current and potential customers

Answer questions about product details, the company, and issues with an account for the customers

Assist customers with any technical issues experienced and escalate any issues to management appropriately

Meet key performance metrics

Weight of Job Duties

Relative Importance Job Duty Relative Time Spent

55 Customer Service: providing service and support

to potential and current clients

50

25 Problem Solving: working with clients to answer

questions, solve issues, etc.

25

20 Database Administration: maintaining and

collecting client information

25

100   100

External labor market to pull from:

• high school and college graduates

• retail sales

• restaurants

• Cashiers

• information clerks and tellers

Internally looking to sales floor employees or administration employees looking to make a career change but stay with the company.

Hiring Manager conducts phone

screen

Applicant completes

Predictive Index Survey

HR partner conducts an onsite

interview

Applicant job shadows in the Call

Center

HR partner conducts reference

checksOffer is made

Applicant completes pre-

employment screening (drug

screen, background check)

Start date is set

Sourcing and Hiring External Candidates Process

Sourcing and Hiring Internal Candidates Process

Position is posted internally

Employee approaches Hiring

Manager to express interest

Employee completes

Predictive Index Survey

HR partner conducts an

interview

Employee job shadows in the Call

Center

HR partener collects referrals from coworkers and

existing managers

Offer is madeStart date is set

Benco’s Evaluation Methods for Hiring

Annual Performance Evaluation

Managers are required to fill out and discuss with associate

4-category scale

About 20 questions regarding the associate’s performance and commitment to excellence

MidYear Review

Managers are required to fill out and discuss with associate

4-category scale

About 5 questions regarding’s the associate’s progress toward their recent goals