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Article : Prepare Now to Nurture Tomorrow’s Budding Customer Service Professionals

#contactcentreworld

By Ben Willmott, Worforce Management Consultant with Teleopti


According to current estimates more than 1.1 million [i] people are employed in UK contact centres and a substantial number are from the younger generation. In just five years’ time, today’s youth will form 50% of the global workforce. What’s more, their career expectations and technical know-how will shape the workplaces of the future, putting new pressures on companies wishing to attract the best young talent to drive business growth and keep one step ahead of the competition.

So what is the secret to becoming the employer of choice for the younger generation and how do you prevent them from straying to the competition? Don’t delay in taking the first step, prepare now. Start by understanding the psychology of today’s up and coming customer service professional. What really makes them tick?

In a nutshell, young people are, in the words of DMG Consulting, "a highly social generation that puts work/life balance ahead of their careers."[ii] They work hard and they play hard. At the same time, they need to be constantly acknowledged, rewarded and engaged in the workplace. They desire – and expect - to be involved in everything from the company mission to the contact centre team and the customers they serve, and they want to make a difference right away.

The next step is to transform your contact centre environment, adapting it to bring out the very best in budding young customer service professionals. Combining a flexible framework with the latest Workforce Management (WFM) technology is the way to go. Here are three strategies to get you started:

  1. Support flexible working through self-service – people take great pride in what they do but young talent doesn’t function well in a rigid, authoritarian environment. They need to know the rules and what is expected of them but, beyond that, give them a little freedom. The younger generation loves to self-serve so take advantage of self-service technology to add flexibility whilst ensuring contact centre and customer service objectives are met.

    Recent innovations in self-service capabilities allow agents to access their schedules through web-based portals. There, agents trade shifts, pick up unexpected shifts just freed up, voice their preferences for overtime and request time off. Having a say in schedule preferences gives them a sense of empowerment and offers them a better work-life balance.


  2. Engage and empower – make the most of mobility – take a look around you – when do you ever see a young person without some sort of mobile device? Mobility is here to stay. Be prepared for youthful employees using multiple apps, working from more than one device and working in various locations. Rather than fight it, ensure you exploit mobility to help your young agents flourish!


  3. Introduce gamification - the new generation’s need for constant feedback has driven the development of the gamification sector. The latest WFM technology incorporates gamification features that motivate employees, encourage healthy competition and reward individual and team performance in a fun environment. Use gamification to:

    - Create an online social community that increases collaboration, provides access to knowledge bases, gives agents a forum to share learning and top tips, ask their more mature colleagues for advice and communicate major achievements to give that all-round feel-good factor young people crave

    - Utilise dashboards to provide a real-time snapshot of employee and team performance against specific contact centre KPIs or customer SLAs

    - Make star employees shine! Recognise exceptional performance by awarding points and badges for measurable metrics such as average handling times and first contact resolution successes.

Understand what makes the customer service professionals of tomorrow tick. Follow these three simple steps and your contact centre will be rewarded with a workforce that will want to stay with you, confident they have a well thought-out career path and the ability to make a real difference.


[i] www.mycustomer.com/service/contact-centres/millenials-how-to-engage-the-next-generation-of-service-staff - 5th October 2015

[ii] DMG Consulting – "Building Employee Engagement in Contact Centers", March 2015


#contactcentreworld


About Calabrio:
Company LogoThe digital foundation of a customer-centric contact center, the Calabrio ONE suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management and personalized coaching. Only Calabrio ONE unites WFO, agent engagement and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.
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Today's Tip of the Day - Telephone Numbers

Read today's tip or listen to it on podcast.

Published: Monday, November 21, 2016

Printer Friendly Version Printer friendly version

2024 Buyers Guide Dialer Solutions

 
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Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

3.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

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Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

5.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

6.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!
 

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