Executive Interview : Must Ask Questions For The Contact Center Industry - Interview With Ronald Hughes from Skills Assessment Academy
In your opinion, what is more important to you when managing your center? Net Promoter Scores, Customer Effort, First Call Resolution, Employee Engagement or something else and why?
Customer Point of View is always my priority. Everything else is about bringing the products/services to meet or set the customer expectations.
Away from reality for a moment - Assume you have unlimited budgets and could change 3 things in your center, what would you change and why?
I would focus on staff:
3. Identity development, by building supper staff you build happy clients!
From a Human Resource 'HR' perspective, what initiatives do you rate as the most successful when it comes to retaining talent in your center?
Using Identity Structure Analysis Assessments to detect how staff are being affected by their roles.
What are some of the common mistakes you see or hear others doing in this industry - mistakes etc. that we can all learn from?
Using shortcuts like net promoter score, satisfaction surveys, average handling time to assess performance where more in-depth analysis is almost always required!
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In your opinion, is the customer service you personally receive in your country getting better? Getting worse? Or staying the same compared to say a year ago?
The service I personally receive is getting better, but that's because more and more of my service providers are outsourcing their customer service work to the Philippines. Ireland is a very poor provider of customer service, yet if the focus is on selling...Ireland provide the best sales centres!
Artificial agents - will they kill or support the contact center industry and how?
Only time will tell!
What's the best way to schedule staff?
On the basis of staff and business needs! You have to have balance.
How to reward your best staff - what do you do that makes them more loyal and perform better?
Provide the things that meet their needs, understand their needs, engage them, develop them, and create exit strategies for them!
Do you believe the future leaders of this industry are the people at the front line, or others coming in from other industry sectors or parts of the company and why?
No, mainly because they will answer tomorrows questions with today's answers!
Do you believe in the saying 'Happy Staff = Happy Customers' and why?
Not quite, Unhappy staff = unhappy customers, yes but the other isn't always true. Mostly what I find is that hiring staff who are made to feel that when they have created happy customers, they should feel great and that's what you are looking for!
Outsourcing your contact center to a 3rd party - good or bad and why?
The answer depends! If you want your clients to get the best possible service and you wish to make the most of your relationship then you must do it yourself. If you aren't trying to achieve greatness - outsource to someone who is.
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Published: Monday, June 6, 2016
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