Executive Interview : Exclusive Interview With Juan Trevino From Sitel US
Juan Trevino of Sitel U.S. provides ContactCenterWorld.com and its members with some new ideas that you may be able to implement within your contact center in order to improve it.
How often should a contact center leader be seen to visit with the front line professionals and sit/chat with them?
All contact center leaders should make efforts to visit with the front line staff daily. One cannot effectively manage an operation from an office.
What can contact centers do to help manage social interactions better?
Weekly team meetings where there is a rotating schedule where every team member is asked to speak about a specific issue. Company functions that allow for team building activities.
What is the best way to engage staff who work from home?
The best way is to have an interactive chat session open during all hours of operation.
What should every contact center do when it comes to recognizing staff performance?
Have a fair system in place that rewards most of the staff. Too often only the top performers are recognized and the middle and most valuable the staff are ignored.
Who should be the person presenting internal awards to staff/recognizing achievements of the staff/center and why?
All of the leadership staff should participate. It shows the team that all of that leaders are aware of the excellent contribution.
What tip or piece of advice would you give to a contact center leader who is under pressure from the board to cut costs when you know it will affect customer service?
Develop a plan that addresses the cost cutting without impacting morale of the employee. Perhaps develop a cost/benefit analysis report to present to the board that reflects the long term negative impact of proposed changes.
What is the best way to cut loose/let go an employee who is underperforming?
It is important to document performance and share those details from day one. If that is done effectively, letting go of an under-performing agent should not be difficult as they should be aware of their performance.
How often should an agents/front line professionals performance be measured from a quality standpoint and how should this be done?
Agents should be monitored side by side and remotely at least 4 times per month. The feedback on those sessions should be shared quickly while the call is fresh on the agent's mind.
What is the best way to determine which are your best and worst customers and how should you change the way you service them?
This can be done by actively sharing top call drivers with all team members. Typically difficult calls can be attributed to a specific call driver. Once you understand the reason, a solid approach can be developed to address those concerns.
What in your opinion is the best way to schedule staff for a contact center? and how should you allow them to select shifts or should they be set by you?
The best way that I've encountered is to have a schedule selection process in place that is based on performance. Top performers would choose first and then down the line until all schedules are filled.
What advice would you give to a contact center leader who is looking at new technology for the center and how best to evaluate its effectiveness and claims made by the seller of the technology?
Always start off with a small pilot of the new technology. Ensure that clear success criteria is developed prior to launching. A business requirements document should detail out specifically what the new system needs to accomplish.
Can you share a tip or two on how to improve agent/front line productivity?
Understand your team. Understand what drives them. Understand who they are and a little about them. It goes a long way in improving all aspects of an operation if you take the time to know your team.
Can you share a tip or two on how to improve agent/front line Motivation?
Provide clear and obtainable goals that are metrics based and that are tied to a monetary incentive system.
Can you share a tip or two on how to improve customer satisfaction?
Understand top call drivers and what the client values from a quality perspective. Calibrate calls to ensure that QA guidelines are accurate.
Can you share a tip or two on how to set service levels for a contact center?
Proactive monitoring of call volume, attendance, forecasting, and top call drivers.
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About Sitel US:
As caring for customers becomes the differentiator that drives consumer spend, Sitel is advancing its position as a world wide provider of outsourced customer care innovation. With 30 years of industry experience, Sitel’s 61,000 employees support clients with CRM contact center services that provide predictable and measurable Return on their Customer Investment by building customer loyalty, increasing sales and improving efficiency. Sitel’s global solutions include customer acquisition, customer care, technical support and social media programs. Support operations span from home based agents to 110+ domestic, near shore and offshore centers in 23 countries across North America, South America, Europe, Africa and Asia Pacific. Sitel manages client programs on behalf of some of the best known brands in the world in 40 languages.
Published: Wednesday, November 26, 2014