We are all busy and in this day in age, we are all busier than ever, but have you ever stopped to reflect on what your day really consists of? ContactCenterWorld.com asked some of its members to take time out and reflect on a day in their own life within the contact centre industry. This is a Day In The Life of Probir Geoffrey Dutt who is a Managing Partner at Global Contact Centre Management in Melbourne, Australia.
Tuesday 16th August, 2016
6:30 a.m. - My alarm goes off so I’m up and out of bed while the rest of the house sleeps on. I dress for a run (well to be honest it’s more of a very brisk walk).
6:35 a.m. - I put the kettle on for that first cup of Darjeeling tea, it’s not just a ritual but a genuine requirement for me! I simply can’t leave the house without fueling up on tea. I check my messages to see if there is anything urgent. Not today thankfully.
6:40 a.m. - While drinking tea I reply to a few important emails then read the news. Even though I moved to Australia from the UK over 10 years ago I’m still drawn to the good old BBC which I read on my iPhone every morning.
7:00 a.m. - I leave the house for a run (brisk walk) through the local parklands which we are lucky to have so close to the city. I see about six hot air balloons float across a beautiful clear blue sky. What a great start to one’s day! It feels like spring has come early but in Melbourne that’s not likely.
8:00 a.m. - I’m back home for a muesli breakfast and more Darjeeling tea, then I get dressed for the day which usually means a suit and tie. I have Australian news radio on while getting ready, listening out for any hint of business such as a product recall, telco outage, a customer service crisis of any sort. Today the news is filled with the Olympics and gold medals for team GB, god bless ‘em!
8:30 a.m. - I wrangle the kids into the car, they argue about which Kiss song they want to listen to. By the time they’ve decided on ‘Detroit Rock City’ we’ve reached school! With the kids out of the car I can now listen to news radio again as I head to the office in town.
9:00 a.m. - I arrive at the office, action any calls to the US before they go offline for the day, log into Salesforce and check the pipeline report.
10:00 a.m. - I have a regular internal coffee meeting with the team to get updates from ops and sales. I allocate out any new action items and review the pipeline report with the relevant prospect owners.
10:30 a.m. - I like to lead from the front, so that means hitting the phones. I dedicate a few hours to call prospects and a few existing accounts that I have direct responsibility for.
12:30 p.m. - Whilst I’m still on the phone I leave the office for a business lunch at the historic Australian Club, it’s like stepping back in time but very much part of the way business is done here in Melbourne. Most of the ASX200 will have senior leadership and board members that belong to such establishments and it is where a huge amount of networking is done. I meet the Head of Digital from a global blue chip corporation who wants to discuss options for non-voice customer care functions. We discuss the Philippines but there is a concern over demographic saturation and the impact on getting quality agents. Whilst the risk is real, with proactive mitigation strategies you can successfully avoid any significant negative impact. The conversation ultimately ends up in India and we discuss the pros and cons of various locations therein. I take the action to put a report together covering the proposed offshore options. We agree to circle back in a week to finalise numbers, it will probably start at around 50 agents and work up to around 250 FTE. It has been so noticeable recently that voice is reducing at an ever increasing pace, being replaced by digital channels. Without the need for a voice network it really does open up the options with regards service delivery locations.
2:00 p.m. - Checking messages I discover 4 voice mails left over lunch! I listen to them whilst walking quickly up Collins St. to my next meeting with a tier 1 bank. They have asked me in to workshop why their IVR isn’t performing as well as they’d like. They are using voice biometrics but the failure rate is very high causing an increase in voice calls, the very opposite of what should be happening. During the workshop, it comes to light that the IT guys have kept pushing back tuning the biometric engine due to other priorities. I point out that without calibration or tuning their success rates were not likely to improve. Looking at their call deflection targets we are going to struggle hitting the mark without the IT guys playing ball. I get them in the room and negotiate a timeframe that might just work for everyone.
4:00 p.m. - I’m back to the office, conference call with the Philippines to review some quality issues of one our clients. After a bit of brainstorming we identify recruitment as a potential point of interest. It appears that with aggressive on-boarding targets, in order to get warm bodies through the door, the quality of hire has been lowered. The knock on effect down the line into production seats is huge. We’re seeing a significant drop in NPS that can be traced back to the change in recruitment process. Now that we’ve identified the issue, we can fix it.
5:00 p.m. - I call our client and we conference in their ops team in India. As it happens that site doesn’t currently have a recruitment issue so we kick off a small project to look at the impact of transitioning the impacted function from the Philippines to India. I expect to get that report by the end of the week.
6:00 p.m. - I get into the car and start making a few quick calls regarding a development project we’re working on for another client. It’s not our core business but we decided to take it on as a favour to someone who has given us a lot of work in the past. Surprisingly I appear to be getting better commercials out of Manila, nearly half the cost of a quote from Hyderabad. I remind myself that the cheaper option often ends up being the most expensive but I’m getting a level of confidence from this Filipino team so I might just give them a go.
6:15 p.m. - I arrive back home in time to get the kids out of the bath, they always try and get me as wet as possible!
7:00 p.m. - The kids are fed and in bed so time for a catch up with my wife. She’s a photographer so can often have some interesting stories to tell at the end of her day. We chat over dinner.
8:00 p.m. - I make a start on that report I promised, sent out a few emails asking for information and created the format ready to populate.
9:00 p.m. - We're lucky enough to have two studios in our house, a photographic one for my wife and a music one for me. So I head down to my studio to relax over the piano. I’m currently writing a score for a feature film, I find it really clears my mind and sets me up for the next day.
10:30 p.m. - Boringly in bed I’m afraid, perhaps reading a chapter or two of a book, currently I’m reading a collection of prose by Henry Lawson, a famous Australian poet. Despite dying poor he has contributed a wealth of literature to Australia. It reminds you that it’s not all about the money!
About Probir Geoffrey Dutt:
Probir Geoffrey Dutt is the International Sales Director for Global Contact Centre Management
Published: Friday, September 9, 2016
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