Premium Choice have upgraded Optymyse, their Visual Communications Software, provided by SJS Solutions.

Premium Choice are insurance specialists who provide car, van and bike enthusiasts with a genuine choice of quality and affordable motor insurance, backed up by first-class customer service at all times.

SJS Solutions are market leaders in providing digital communication wallboards with powerful designs that create an enhanced environment for agents.

Since 2001, SJS solutions have helped build highly effective call and contact centres, designed to ensure employees are committed to an organisation’s goals and values by providing engaging and inspiring visual solutions.

Premium Choice and SJS solutions have worked together for a number of years and after seeing the positive impact their initial offering made on agent performance and morale, upgrading to the new version was an easy decision to make.

Rupert Gladstone, Head of IT, Premium Choice, comments:

Optymyse 5 has given us the flexibility and speed to tailor our wallboards and displays to meet the needs of each team individually.  The ability to blend in information from across the business and display it in real time is proving very popular with both staff and managers.  Our next step is to give them the same information that they have in the office on their mobile devices when they are out on the road.

Adrian Vickers, Head of Technology, SJS Solutions, comments:

We have worked with Premium choice now for a number of years and indeed they started with Optymyse 3, which was our first wallboard solution. They have recently upgraded to Optymyse 5 Pro and the transition was extremely smooth due to the great working relationship between the two companies.

If you already use visual communications to help your agents confidently deliver customer excellence, you will know how influential your contact centre environment can be and how the information you display on your contact centre wallboards can motivate your agents.

According to one recent study conducted by Oxford Economics and SAP, only 42% of employees currently know how to extract meaningful insights from the data available to them, while only 47% of respondents say their company has an established culture of continuous learning.

If you haven’t reviewed the visual communications tools you use in your contact centre in the last 2 years you may want to read on.

Common Mistakes

Wallboards which are simply a larger format of management reports which contain graphs and other tables are hard to read uninspiring and guaranteed to demotivate your agents.

Focussing solely on call handling metrics is a sure way to create a negative culture within your contact centre.

Old technology such as LED reader boards and blocky screen designs tell agents you don’t care.

Quick fixes

Create screens which offer a mix of company news, brand re-enforcement, social activity plus operational information and key metrics which will help agents to make customers happy.

Pull data from everywhere that’s relevant, not just your unified communications or PBX, examples include social media, CRM, WFM and CSAT. Giving agents instant access to CSAT and customer satisfaction and feedback will bring customer and agent perceptions of customer care closer.

HAVE SOME FUN!

Everyone likes to share successes, be recognised and to know what is happening with the company and its employees. Agent photo’s, social events, new starter introductory videos, recent office openings, achievements and positive thresholds all create a positive environment which will lift agents mood and improve customer experience.

Its the first step to a long and fruitful relationship

Getting new agents up to speed on the culture, processes, and knowledge base of your company is an expensive undertaking, but there are some cost effective approaches you can use to which will also create a more social, fun environment for your agents.

When a new starter walks through the door on day one, you have two main objectives – make them feel like part of the team, and get them to a high level of efficiency as quickly as possible.

The companies who are able to consistently improve and maintain high levels of employee engagement and satisfaction are the same companies who nurture internal communication, flexible working hours and the human element. This is especially important where the people you rely on are the voice of your company with the closest relationship with your customers.

To get the most out of any onboarding process it needs to be engaging and fun. Here are some tips that will help:

  • The human brain is far more likely to retain information when it is visual and the environment is engaging
  • Create an informal area where new starters can walk around and look at press cuttings on the wall, watch TV ads or company videos.
  • Choose creative inspirational people to welcome new starters to your organisation.
  • Take the time to create engaging material
  • Use your visual communications technology, such as wallboards, to ensure there are continuous reminders of what your company and brand is all about.

In the case of call and contact centre environments there are a few things you can do to ensure your agents feel part of the team:

  • During the onboarding process ask all new starters to make a short video to introduce themselves to the rest of the company, set up a simple area with a web-cam and ask the new starter to introduce themselves, where they are from and any other information they are comfortable sharing such as pets or hobbies. Use your visual communications software to include this video as part of your contact center wallboard.
  • Try to introduce the new starter to their immediate team when these people are on a break, this will help create social bonds and hopefully start friendships.
  • Keep them informed of coming social events, so they can sign up and join in.

Efficient, well thought out onboarding, supports your recruitment processes and helps your new starters quickly become effective members of your organization. Researchers have found that a well-executed  employee induction process leads to positive outcomes such as higher job satisfaction, better job performance, and greater organizational commitment.

 

 

 

Increasing employee engagement and perceptions and allowing them to buy in to your company can be creative, fun and surprising.

Celebrate People

When employees feel valued, they’re motivated to do their jobs better and more likely to be engaged. Knowing how important it is to recognize employees for a job well done is key. However recognizing the person instead of the job is vital – acknowledging who your people are and embracing important aspects outside of work, such as birthdays, can play a pivotal role in engagement.

Jumpstart engagement

Work place perceptions start from day 1 — it’s important to start employee engagement as soon as possible.  Using a buddy system where a colleague from another department helps them settle in gives them the chance to get to know colleagues from across the business and can act as a confidant for questions a new employee may be afraid to ask.

Love Your People

Posting employee photos might seem like a small gesture, but it’s a gesture that makes employees feel included, appreciated, and valued.  Have some fun with it and schedule individual, team, or all-company photo shoots. Post the happenings on your social media and Visual Communications Software.

Be Social

Another surprising, yet effective method to increase employee engagement is socializing outside of work.  Spending time together in a relaxed setting can lead to more effective communication, better teamwork, and increased job satisfaction.

Create a Unique Office Environment

Each company is unique and each working environment depends on the nature of and culture of your company. Employees spend a long time each day in work so make the workspace as engaging as possible so they enjoy spending time at work.

Ask Employees what they think

Collecting employee feedback is an effective way to target any employee or organisational issues.  Smaller, low-key decisions, which allow employees to voice their opinions such as how to decorate the office or what information to display on your wallboards, show your employees that you respect them.