Interesting Initiatives in the Contact Centre

Agenda

• 10 Interesting Initiatives (Jonty’s Tips)

Jonty Pearce,

Call Centre Helper

• 5 Trends to watch out for

Martin Hill-Wilson

Brainfood Consulting

• Top tips from the audience

Taken from web chat

• Interactive Q&A - Live questions from the audience

• 2.00 – 2.30 pm Discussion carries on in web chat

Interesting Initiatives (Jonty’s Tips)

Jonty Pearce

Editor

1. Buddying agents

• Buddy agents for quality purposes

• High performer low performer

• Listen to each other’s calls

2. Flexible Shifts can be a win-win

Allow agents to set their own preferred

shift patterns

Simple rules - Must include one anti-social

shift per month

(e.g. Friday/ Saturday eve)

- Must keep shift pattern

for 12 months

Recruit to fit in with the

shift gaps

http://www.callcentrehelper.com/

top-tips-on-flexible-shift-patterns-10958.htm

3. Personality Profiles

Deal with customers differently based on their personality profiles

http://www.callcentrehelper.com/using-personality-profiles-to-personalise-customer-interactions-38351.htm

4. Put self-help videos up onto YouTube

e.g. Understanding your bill

5. Forecast and schedule by 15 minute intervals

Analyse your call arrival patterns by 15 minute intervals Most traffic happens around the hour Avoid scheduling breaks around the hour

Call Arrival Patterns

6. Personality Poker

7. The Law of Jonty

If people want self service, they use the web. If they pick up the phone they want to speak to a person.

“This is an excellent law.

Companies take note: the Law of Jonty”

Matt Rudd Sunday Times Magazine March 2012

8. Knowledge champions

9. ‘Service Hack’ Days

• Hack days are run in a lot of Silicon Valley companies to accelerate change.

• A hack day traditionally is where a bunch of developers come together and work intensively to solve a tech problem. It’s how companies like Facebook and Google accelerate change.

• Every week, take one of your common customer problems, get a group of 4 to 6 agents together and send them off to solve.

• (Thanks to Maria).

10. Say Thank You

Reward board