Executive Interview : Exclusive Interview With Sudheer B N from WayBridge Outsourcing Services
If you are looking for great ideas to improve your contact center then you've found the right source. ContactCenterWorld.com asked some very poignant questions to members all around the world for their perspective. Sudheer B. N. from WayBridge Outsourcing Services provides some insight in this interview.
How often should a contact center leader be seen to visit with the front line professionals and sit/chat with them? Please explain your answer in some detail with your suggestion for frequency and what they should do etc.
Once a week would help analyze the leader to monitor performance of the front line professionals. This also fuels the employee engagement activities and the front line professionals do get an opportunity to face the higher ups and establish dialogues.
What can contact centers do to help manage social interactions better?
Making the team to participate in CSR activities will help largely to bring in bonding among themselves.
What is the best way to engage staff who work from home?
Get Together at employer's office once a month/fortnightly depending upon the intensity of the assignment they're into. This helps largely to align their performance and boost their morale.
What should every contact center do when it comes to recognizing staff performance?
Remove the bias. Don't compare the poor performer with the top performer. Actually, in this instance, the poor performer feels under and loses self-confidence. They will start looking out for another employer. Instead, talk to them on individual levels by highlighting the good things first and then the areas of improvement.
Who should be the person presenting internal awards to staff/recognizing achievements of the staff/center and why?
The Team Manager and HR person should promote R&R activities because the mirror for the performer is only his/her boss and HR first.
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?
The leader has to work towards SLA's and educating their team to meet SLA's from time to time reduces overheads. As most of the managers don't do this.
What is the best way to cut loose/let go an employee who is underperforming?
Share the performance metrics from time to time. This system keeps the sword on his/her neck dangling and certainly team will realize their weaker areas.
How often should an agents/front line professionals performance be measured from a quality standpoint and how should this be done?
Weekly review by Quality Team. Leader and Quality Head together should address the QA levels.
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?
Tried and tested center reference visits will help largely to opt in for a newer technology implementation.
Can you share a tip or two on how to improve agent/front line productivity?
1. Talk positively
2. Don't compare with peer group.
Can you share a tip or two on how to improve agent/front line Motivation?
1. Build in courage
2. Handhold until the performance is scaling.
Can you share a tip or two on how to improve customer satisfaction?
Taking customer feedback and align team first.
Can you share a tip or two on how to set service levels for a contact center?
Put the Standard Operating Procedure of the program management to the team.
What are the 2 or 3 mistakes managers often make when they recruit staff and how can they avoid these mistakes?
The Job Description is not explained in detail to the incumbent during interviews and cultural fitment is not analyzed.
How can you educate your board on what the contact center does?
Managers have to understand Vision, Mission and Values. If not, to be trained immediately. In most of the organizations, it's walled on a placard and cob webbing. Top management has to quarterly review middle managers outside the office over a team building activity. Any sport attached to the training, will enable people to get educated.
You have a customer who complains on twitter and/or facebook - how do you deal with this?
Call the customer offline. Resolve the issues and concerns. Ask them to remove the complaint from social media sites.
Today's Tip of the Day - Continuous Improvement
Published: Tuesday, November 25, 2014