CCEOC Overview Presentation 2010

© 2010 Contact Center Employer of Choice®

Jeff Doran CCEOC

Inc.

Become an Employer of Choice Attract, Retain & Engage the Best


Agenda Why become an employer of choice? Attributes of an EOC Engagement and the EOC connection Determining if your contact center is an

Employer of Choice EOC Branding & the Frontline Rep. How do you measure up?

CCEOC Inc.


Jeff Doran - PresidentNina Cole, PhD Advisory

Council Chair

Ted Hodge Chief Research Analyst

Who we are: Industry experts, academics and analystsWhat we do: Build world class, people focused cultures

through: CCEOC Certification Program CCEOC Support Services:

Culture Building Engagement™ Focal-Point™ Quarterly Surveys

Contact centre workshops, seminars, training, facilitation

Best Practices Report & custom reporting

Our Mission: To elevate the status of contact centers and help improve the work environment for employees

Wendy Shusterman Lead Consultant


Contact Center Trends

Attract, retain & engage top talent Off-shoring, near-shoring Skilled agent labour pool is drying up Next generation employees are loyal to

themselves, not the organization Call Center jobs are still viewed as entry level -

“doing your time” New employees want training and development

- if they don’t get, they leave


What makes an Employer of Choice?

People first culture Health & wellness Employee involvement Competitive pay Career path Support the community &

environment Brand recognition


Front-Line Engagement

Engaged Employees

Look for Opportunities

Want to Up-sell,

Cross-Sell, & Save

Customers

Increased Revenue & Profits

Lower Turnover

Disengaged Employees

Missed Opportunities

Unmotivated - Don’t care if customers

stay or go

Decreased Revenue & Profits

Higher Turnover

Contact Center Employer of Choice® Plateaued Contact Center

Associate Engagement

Focus, Focus, Focus on Associate Engagement!

Sustaining the Emotional Connection

1. Fun Stuff• Social Committee – enhancing and/or

building new skills outside of the core

2. What’s In It For Me• Provide Associates with the necessary

training and support/coaching to ensure they are successful

• Recognize and Reward individual performance through our Value-based Bonus and KUDO programs

• Chat Sessions – proactive conversations between Leadership Team and Associates

Results

Results

1. Highest year over year increase of any CCEOC

• From Silver to Gold level standard

Quote from COO:“Being CCEOC GOLD certified identifies the AIR MILES Reward Program as a top “Employer of Choice” and one of the best organizations to work for in the country,” said Senior Vice President and COO, AIR MILES Reward Program. “The AIR MILES Reward Program is founded on a culture that values and develops great people, and it is our people who create and deliver unmatched customer experiences to more than 10 million Collectors every day. This is truly an outstanding achievement for our Customer Care organization and an accomplishment that we’re all very proud of.”


Turnover Is Costing A Fortune

$0

$200,000

$400,000

$600,000

$800,000

$1,000,000

$1,200,000

$1,400,000

$1,600,000

$1,800,000

$2,000,000

10% 30% 50% 70% 90%

Replacement Cost

Cost of Turnover for a 200 Agent contact center with: Annual agent salary: $30000 Replacement cost: $10000 per position*

34%Industry

Aver.

$700000


Assessing the Right Things

Employee/management relations

Leadership Employee involvement Professional

development Personal enjoyment

Stress


Focal-PointTM Pre-assessment Determine starting point Measure center based on norms Go deeper than the corporate survey Discussion and education Get buy-in for the journey Establish task force or committee


The CCEOC WayDiagnostic Review 2 day on-site facilitated

session Helps position your

contact centre for a successful certification

5 Components:1. Presentation2. Reality Check3. Diagnostic Definitions4. Visioning Session5. Wrap-up and Evaluation

Survey Assessment1. Planning session 2. CCEOC Employee

Survey© test3. CCEOC Employee

Survey© live4. Evaluation & Certification5. Program Summary

Report & review


Branding - External Advertising – TV, Radio, Internet,

newspapers Press releases, magazine articles Trade shows and conference Social media Email, snail mail


Branding - Internal Celebrations, team meetings, annual meeting, newsletters,

intranet, banners ….


FedEx® Canada CCEOC Certified 7 years

in a row People Service Profit Internal recognition

– global standard

Results:• Improved customer satisfaction• Improved employee engagement• Dramatic reductions in stress


FedEx Stress Reduction Results80 percent reduction in stress!


Certified Centers

http://www.fedex.com/ca_english/?link=1

http://www.cibavision.com/index.shtml

http://www.rogers.com/index.html

http://www.roche-diagnostics.com/index.html

http://www.ingdirect.ca/en/index.html


How Does Your Center Measure Up?Y N

Thorough orientation

Regular training & development

Competitive pay benefits package

Motivating rewards & recognition

Effective, free flowing communication

Supportive team culture

Mutual respect & trust

Flexible work schedule

Regular performance reviews

A place where people like to come to work


In Conclusion Why become an employer of choice? Attributes of an EOC Engagement and the EOC connection Determining if your contact center is an

Employer of Choice EOC Branding & the Frontline Rep. How do you measure up?


Questions? Thank You!

Jeff DoranPresidentPhone:416 886-7007Fax: 905 [email protected]

Subscribe to our newsletter: http://ccemployerofchoice.com/subscribe.htm

Programs and ServicesCCEOC Diagnostic

Review

CCEOC Certification

Culture development

Stress Reduction

Focal-Point System

Education & workshops

Business

CCEOC Overview Presentation 2010