Executive Interview : Ideas To Improve Your Contact Centre: An Interview With Antoine Mentha From Desjardins Card Services
Antoine Mentha of Desjardins Card Services in Canada went one on one with ContactCenterWorld.com discussing ideas on how to improve contact centres. Mentha is a presenter at the Top Ranking Performers Awards conference in Las Vegas in 2014 and will be sharing more of Desjardins' Best Practices during the event.
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.
A contact center leader should walk the floor and chat with front line professionals at least once a day. I usually do that in the morning with my coffee in hand and engage with as many of my advisers as possible. I also meet formerly with the entire team once a month for our monthly call center meeting that last for 1h30.
What can contact centers do to help manage social interactions better?
Set up an employe committee in your call center that will be in charge of organizing social interactions in your center based on a group survey of the type of interaction your employees want to engage into.
What is the best way to engage staff who work from home?
Have them come to the office once a month for your monthly meeting. Their supervisor should also visit them at home a couple of times during the year. Make sure your contests (ex: sales contests) are geared towards home based agents. The supervisor should call them every day to say "hi" just like they would engage with any other agent in the office.
What should every contact center do when it comes to recognizing staff performance?
You should recognize as many elements as possible and as often as possible. You need to recognize more than just your top performers.
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?
You need to explain the cost of poor customer service to the board!
What is the best way to cut loose / let go an employee who is underperforming? Please explain
Follow your HR guidelines.
How often should an agents / front line professionals performance be measured from a quality standpoint and how should this be done? Please explain your recommended process and frequency
You should measure your front line agents at least once a month. QA scorecards and call listening should be mandatory.
Can you share a tip or two on how to improve agent/front line productivity?
Coaching, coaching, coaching! Educate your agents on productivity metrics. Show them how valuable their work is.
Can you share a tip or two on how to improve agent/front line Motivation?
Set up an employee committee. Listen to what they have to say. Work on what they want, not what you think they need! The industry needs to glamorize the front line agent work.
Can you share a tip or two on how to improve customer satisfaction?
Listen to your customer demands. Work on a quick fix. Listen to complaints.
Can you share a tip or two on how to set service levels for a contact center?
In my opinion you should aim for something better than the industry standards/benchmark.
What are the 2 or 3 mistakes managers often make when they recruit staff and how can they avoid these mistakes?
Take your time to select the right person. Pick the right attitude before the right skills.
Whats the best way to train staff on how to deal with a very very angry customer?
Listen, listen, listen. Always let your customer vent frustrations before anything else.
How can you educate your board on what the contact center does? Share some tips
Organize a call center visit that includes call listening.
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More Editorial From Desjardins
Desjardins: The largest cooperative financial group in Canada 888 points of service 2,599 ATMs More than 20 entities and business units offering a large range of financial and insurance services in Canada
Published: Thursday, October 23, 2014
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