The Role of Culture in Delivering World-Class Customer Service
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Transcript of The Role of Culture in Delivering World-Class Customer Service
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The Role of Culture in Delivering World-Class Customer Service
Call Center Week, Las Vegas, June 12, 2013
Peter (Scotch) ScocimaraDirector, Google Enterprise Support
Jeffrey PurittPresident, TELUS International | @TELUSint
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To begin...
Is your culture reflected in all that you do?
Video: http://youtu.be/Zr4JwPb99qU
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About TELUS International
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About Google
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About Google
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Great companies are defined by great cultures Attract & retain the best people
Make emotional connections
Create memorable moments
Enable quality customer service
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Unique customer service challenges:
Top tier universities – top performers providing customer support
Common problems:
Attract | Engage | Retain
TELUS International
78% Millennials – young agents with big career aspirations providing customer support
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The value of values
What values do you emphasize to retain the best people & motivate them to deliver the best customer service?
Corporate values are where you begin,
culture is where you end up.
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Building blocks for a great customer-service culture
1 Work as a family | Spirited teamwork
2 Culture of learning | Agile thinking
3 Innovate for big impact (purpose) | Caring culture (purpose)
A few things we believe at Google | at TELUS International:
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Work as a family
Like our products, we all work to get things done better, faster, easier, & together
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Video: http://youtu.be/kcOUWjkGBUY
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Spirited teamwork1
Build a community, not just a company
Work socially to collaborate & connect
Why work socially? 33% of college students & young employees (under age of 30) would prioritize social media freedom, device flexibility & work mobility over salary (Cisco)
Video: http://youtu.be/OEtgkWV1oSM
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Agile thinking 2
Career first, company second
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Culture of learning
Invest in personal & professional development to grow the whole Googler
Create the time & space to innovate
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Google’s mission is to organize the world’s information & make it
universally accessible & useful..
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Innovate for big impact (purpose) 3
Think big! Tackle big problems.
Googlers are motivated because they believe they are changing the world...and they are!
Video: http://youtu.be/cdgQpa1pUUE?t=1m44s
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Caring culture (have purpose) 3
“Many BPO companies stop at corporate charity. They make the poor objects of charity. TELUS understands sustainability and solidarity. It’s about empowering the poor to help themselves .
It’s about building a permanent impact – schools, water systems and toilets have an impact, not just on health, and the body, but on the soul. It is this spirit that TELUS brings – the spirit of solidarity and sustainability, of honor and self-respect.”
-Tony Meloto, Founder of Gawad Kalinga
“
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Why culture matters? It drives business results.
Engagement:
Happy, engaged employees = happy, satisfied customers
“Our role in the community” scored at 90%
With overall engagement scores in the 70s
= Best Employer Status
Source: Aon Hewitt 2012 Best Employers
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Why culture matters? It drives business results.
Attrition:
Tenured agents = efficient customer experiences
Central America
U.S.
Philippines
Europe
2.3%
4.5%
3.5%
2.8%
TELUS International Geography
Avg. Monthly Production Attrition (voluntary & involuntary)
Our attrition is 50% below industry average.
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Why culture matters: It engages.
Use employee surveys to collect feedback – but be prepared to act!
The majority of Googlers believe Googlegeist is used to make a difference within the company
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Why culture matters: It fuels positive CX.
“Culturally aligned” teams/partners = better NPS, CSAT & more
Actions & behavior drive culture more than words.
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Consumers & employees want companies to stand for something bigger
In closing: Create a culture with meaning
Video: http://youtu.be/JNOLh0PNDrA
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Thank you! Questions.
Learn more:
TELUS Internationalhttp://telusinternational.com
Google Enterprise http://www.google.com/enterprise