Losing good call center agents is always a blow but what is the real cost when the good guys walk and what can be done to stop your best people going to your competition?

VoC is making way to VoE. The question is how much will improving employee satisfaction cost your business and can you afford it?

3 by-products of low employee satisfaction:

  • New agents don’t stand a chance! Disengaged agents with history will sabotage any improvements in productivity or service claiming lack of direction, poorly designed processes and by generally poisoning the minds of new starters.
  • The agents you want to employee will spot whether you are serious about VoE the moment they step into your center, if they sniff out old school techniques and technology they are more likely take their skills elsewhere.
  • Agents will pass their dissatisfaction onto your customers, if not in words, with bad attitude.

Let’s face it we all perform better, are less likely to cause disruption and are more pleasant to deal with when we are happy, at home and at work. It’s human nature. Forward thinking companies have known this for some time and by focussing and investing in their employees and the environments they work in they have been enjoying better performance, lower staff attrition, a reduction in training costs, less employee absenteeism and a higher calibre of applicant.

Moving from low employee satisfaction to high is not something you can fix overnight but there are some affordable steps you can take right now, today:

  • Avoid analytics, instead seek and convey to agents customers real feelings and feedback.
  • Replace reporting with supporting, the more agents know, the more confident they will be and we all know confidence builds trust.
  • Define what a good transaction is and measure how often they occur and why.
  • Move the spot light away from call handling metrics, they are useful but your wallboards, mobile apps and desktop wallboards need to be refocused towards creating an engaging, fun, high tech and dynamic environment for your agents.

We don’t want your competition to benefit from your investments in agent training!

To trial SJS Solutions Employee Engagement and Communications Software visit our website and start to create displays that truly support your agents.

FREE TRIAL

Anyone attending the biggest contact center event in 2015 (15th-19th June – Mirage Hotel, Las Vegas) should make sure they drop into see employee engagement and communications experts SJS Solutions (Booth 906) where they will be showcasing their popular Optymyse software developed to help turn a dull contact center into a fun, vibrant environment which improves morale and creates higher levels of agent engagement.

Leading up to the Vegas event VoE Voice of the Employee has been taking a lot of the lime light of late and unless you have been living in a bunker for the last 3 years you will know that researchers are constantly finding the connection between employee satisfaction and customer satisfaction is a strong one.

Duh! Do we really need to be told this?

Well in some cases yes. There are still plenty of companies which believe running a contact center purely as a cost center will improve profitability, yet nothing could be further than the truth.

Let’s face it we all perform better, are less likely to cause disruption and are pleasant to deal with when we are happy, at home and at work. It’s human nature. Forward thinking companies have known this for some time and by focussing and investing in their employees and the environments they work in they have been enjoying better performance, lower staff attrition, a reduction in training costs, less employee absenteeism and a higher calibre of applicant.

With the thought leaders put to one side the truth is most companies still measure the performance of agents and supervisors on how much time agents spend on calls, the length of calls and calls waiting. If these companies were to soften the focus on call handling metrics and instead move the focus towards customer feedback and instead of flashing Calls Waiting on every TV screen in the center use digital displays to reinforce company values, announce events and anniversaries important to the agents, celebrate positive customer feedback and give agents tips on how to succeed the shift from negative environment to positive would be instant. And the good news is that if you place an order with SJS at booth #906 in Vegas this June you can get the tools you need for a special CCW event price of just $99 per month.

“I love these events, it gives us a chance to speak with the people who are dealing with the day to day running of call and contact centers and it’s amazing how many fundamentals need addressing. I my career I have run small contact centers, managed global teams of call center manager and in the last 14 years have taken SJS from a small developer of bespoke software to a company proud to be responsible for helping companies improve agent environments, communication and customer care all over the globe. We are all 100% dedicated this cause and this year we have made our Optymyse software more affordable, easier to deploy and even more flexible. See you in Vegas!” Said Stephen Pace, CEO, SJS Solutions.

About SJS Solutions

Founded in 2001 SJS Solutions develop innovative, affordable, easy to deploy employee engagement and communications solutions suitable for call & contact centres, help & support desks, sales teams, operational areas, driver depots and logistic offices to name a few. The SJS range of solutions are the result of over 10 years working with and listening to customers ranging from multi-billion dollar health care enterprises to insurance & automotive companies with small teams of people striving to deliver the best service and customer care possible. In the last 5 years SJS have become a global leader in creating the most flexible, easy to deploy visual communications products for companies of varying sizes with varying needs. The SJS API now ensures customers can display anything, anywhere.

1.  Don’t think that by connecting a TV screen to your PC and displaying reports and dashboards designed for desktops is going to allow your call center, sales or contact centre employees to obtain the same insights you can. A desktop report often contains too much complexity and does not lend itself to being viewed from a distance making it too time consuming and challenging for agents to quickly locate the metrics they need to make the right decisions. Alternatively take raw data and create visual displays which are bold, easy to see from a distance and which combine data with important messages, threshold alerts and engaging graphics to reinforce your brand and improve the environment your employees work in.

2.  Don’t waste your TV real estate on just one type of data. This will create an imbalance in your workforce. For example many contact centers still insist on displaying call handling data such as TSF and Calls Waiting, this data can be useful but does not necessarily drive the results you want. Almost all companies want to increase the lifetime value of their customers and this can only be achieved by making your performance monitoring tools Customer Centric. We recommend that you take data from agent scorecards such as  Scorebuddy  plus customer feedback information such as NPS information, support ticketing success rates from the likes of  Zendesk, call back success rates from the likes of Fonolo and live customer feedback from social media and create a blended screen design which channels agent effort towards your key objectives; higher levels of customer satisfaction, buy frequency and life time value. By doing this you create a clear connection between agent behaviour and customer satisfaction, this is VITAL. Placing agent of the month images and customer satisfaction indicators on digital displays has to be a must for any company which provides any kind of support, helpdesk or contact center service to its customers.

3.  Don’t use visual communications as a Big Stick, employees respond far better to instructions, reminders, tips. And when things are going well positive messaging will lift morale. All of the recent research has proven that engaging and inspiring agents and making them part of your brand and business objectives will reduce attrition rates and ensure they fly your corporate flag and perform at their best.

According to Gallup; companies with low engagement scores earn an operating income 32.7 percent lower than companies with more engaged employees.
Similarly, companies with a highly engaged workforce experience a 19.2 percent growth in operating income over a 12-month period and disengaged employees cost the U.S. between $450 billion and $550 billion each year.

Sounds expensive and complicated?

With Optymyse it’s neither. Prices start at $149/mo and you get all the tools you need to create engaging digital displays suitable for TV screens, mobile devices and desktops. Our FREE API allows you to gather data from any source, plus we have tried and tested data connectors compatible with all major UC and PBX platforms. View more

Our screen designer gives you complete control of how to design your screens, we encourage the use of agent images, branded backgrounds, animation to maximise content while maintaining content size, gauges and sliders, plus a raft of graphics techniques such as adding shadows, transparency and other techniques which will allow you to create something unique and inspirational.

No Time, No problem, we can create something for you and train you to ensure you can tweak and change it if you need to or you can choose from our library of templates.

FREE TRIAL

 

If my memory serves me well it was late in the day UK time when I received a call from Ed Wright of ShoreTel, his call was about to change the future direction of SJS Solutions forever. Before this time I had heard very little about the Telephone Solutions Manucturer ShoreTel, and was certainly not expecting a call from their head of tech on a cold February evening.  Ed’s request was simple, can SJS develop a data feed that will allow ShoreTel to provide a truly digital wallboard solution utilizing flat screen TVs. Of course I was keen to help and it sounded like the sort of urgent last minute project SJS have always had the ability to deliver on.  I said I would arrange a call between Ed and one of our senior techs to find out more.

Free Trial

The call took place and luckily the ShoreTel Enterprise Contact Center solution, was a product with little traction in the UK back then, it had a fairly simple RealTime interface which was similar to those we had worked on in the past, so it looked promising for us to be able to get something developed for Ed and the ShoreTel UK team.

Finally Ed told us they needed the solution to be ready and tested in 10 days! Even for us that was going to take some work, but with the technical expertise in Ed’s possession and our previous experience interacting with the likes of Avaya, Unify, Nortel and others we were able to quickly create a solution which passed initial testing at the ShoreTel lab previously located in Maidenhead.

Since this initial deployment of our Optymyse3 contact center wallboard we have been involved with several high profile tenders and have helped many ShoreTel resellers to create engaging contact center environments which compliment the Brilliantly Simple ShoreTel ECC platform. Our relationship with ShoreTel remains strong and after sponsoring their recent partner conference in Orlando it has dawned on me that not only do we have an excellent working relationship and mutual respect for the ShoreTel team both in EMEA, North America and Australia, we have also created friendships which make doing business that much more fun.

Gaylord palms resort

Many may consider high levels of employee happiness as unachievable. Even if truly enjoying every second of every day is a rarity, surely the relationship between employee happiness and performance are too strong to ignore.

Happiness is a potent performance enhancer; we all perform at our best when we are happy. Any organisation not investing in the improvement of employee satisfaction quickly becomes a victim of inconsistent performance, escalating recruitment costs and unhappy customers.

How can visual communication improve employee satisfaction? Firstly everyone should feel part of a team, with a clear set of goals. Business objectives, mission and brand are easily reinforced using Optymyse™ Digital Displays; Optymyse allows organisations to create engaging, branded screen designs which remind employees of how important they are. Next; the right performance metrics allow employees to see how they are doing in real-time and empowers them to adjust their behaviour accordingly. Optymyse™ multi-layered thresholds reduce supervisor workload by alerting agents when things are not going well and encouraging them when they are. The provision of information which allows agents to quickly and confidently resolve problems encourages employee satisfaction, after all good agents live to help others. Free Software Trial.

Something else many organisations miss is the importance of acknowledging the human side to our employees; call centre and contact centre agents, help desk staff and other support staff are not machines they have interests outside of the work place and need to be given the ability to express themselves.  The Optymyse range of visual communications and employee engagement software solutions allow managers to recognise agent birthdays, anniversaries, special awards, employee of the month, personal achievements and other events which help to create a warm friendly, engaging environment which supports employees, rewards outstanding performance and encourages employee happiness.

New Starters vs agents in their second year

No matter how well you recruit and how much you spend on training, the way new starters interact with customers will never replace the confident, knowledgeable and soothing words of employees who are able to focus less time remembering which process they need to follow and instead give customers more attention thus nurturing a level of trust new starters simply cannot match.

Free employee engagement solution trial

Similar blogs

The impact of employee engagement on performance is very real. The time to act is now! It has been proven that companies who focus on their employees, the environment they work in and their values are enjoying greater success compared to companies who continue to use the more common rewards vs discipline approach.

Organisations which invest in the creation of positive environments which consistently communicate business objectives and support employees with free flowing information are rewarded with; low attrition rates, motivated staff and consistent performance, all of which give them the tools to be more competitive.

The Harvard Business Review analytic services reports on the impact of employee engagement: 

– 71% of respondents rank employee engagement as very important to achieving overall organizational success.

– 72% of respondents rank recognition given for high performers as having a significant impact on employee engagement.

– Only 24% of respondents say employees in their organization are highly engaged.

Achievers Report PDF

 

From as little as £99 / $149 per month Optymyse Visual Communication Solutions give you the tools to:

  • Release workforce potential
  • Free the flow of information
  • Communicate business objectives
  • Reward employee performance
  • Create a positive environment
  • Increase employee engagement
  • Reduce staff attrition
  • Support workforce values
  • Reinforce company culture

TRY OPTYMYSE FREE TODAY – CLICK HERE

Next month SJS Solutions presents a brand new range of Digital Display and Visual Communications Technology at the ShoreTel One Partner Conference in Orlando, FL.

Shoretel logo

 

 

It’s been 2 years since Unified Communications and Contact Center Technology Company ShoreTel hosted a partner conference in the USA. This year’s event promises to be the largest gathering of ShoreTel resellers, employees and technology partners ever witnessed.

Long term technology partners SJS Solutions were one of the first to sign up for the event, SJS CEO Stephen Pace said: “We attended the last ShoreTel event in November2012 and the response to our contact center wallboard solution was excellent, this year we are going to launch our latest range of digital display products plus announce some other cool stuff. It’s an excellent chance to meet with our reseller partners and introduce new ones to our program”

The ShoreTel One conference will run from April 29 to May 1 2015 and will be held at the exquisite Gaylord Palms Resort in Orlando, Florida. Attendees can participate in networking opportunities, business development and gain insight from executive thought leadership.  With the event being attended by Technology Partners, Sales Executives, Consultants, Marketing Managers, Industry Analysts, Technicians, Sales Engineers and key ShoreTel employees the turnout is expected to impressive.

If you are attending ShoreTel One 2015, not only will you learn more about ShoreTel’s bold plans to transform telephone and UC markets, you will also have the opportunity to come and meet SJS Solutions CEO plus Head of Technology, Adrian Vickers and learn how SJS Solutions new Optymyse range of ShoreTel Enterprise Contact Center compatible digital wallboard products will help ShoreTel vendors close more deals and delight more customers.

See you there!

When agents have one expectation and leadership has another, it is a recipe for attrition.

Most companies do not give their agents adequate visibility of their performance and it is said that 74% of call center staff think they have poor tools for the job.

Many of them express the frustrations that arise from limited agent communication and unknowingly this has a massive impact on agent attrition rates and costs.

Employee disengagement is costing the U.S economy $370 billion a year and some companies have reported costs of as much as $30,000 every time an agent leaves within the first 90 days.

By enhancing their work environment not only will you attract the best agents, you are more likely to keep them engaged and motivated enough to avoid them leaving. One affordable method of improving the environment and ensuring personnel know how they are doing and what is expected of them is the intro of Digital Display. Using either TVs, desktops, mobile devices or a mix of all 3 and you will start to benefit from lower attrition rates, improved customer retention, higher sales conversion and lower costs. Download our free trial now.

March 2015, London, UK

Visual Communications and Contact Centre Optimisation experts SJS Solutions have deployed their best in breed visual communications solution enhancing the INPS contact centre environment and support INPS’ agents in the delivery of customer excellence.

When INPS and SJS Solutions started working together INPS had already experienced the benefits of wallboards installed as part of their outgoing Nortel PBX, after they moved to ShoreTel they already had a clear visual communications requirement. Their goal was simple; to guarantee their agents were motivated, well informed, knowledgeable and had instant access to key call handling and agent status information in real time.

“We have enjoyed great success from wallboards in the past so when ShoreTel ECC was chosen as our new contact centre platform we were delighted to hear that they had a partner who could meet and exceed our visual communications needs.  SJS have been brilliant; their Optymyse™ product offers us a lot more flexibility and many features that we are still to explore.” Said Angelo Chrysanthou, Head of IS.

Although the initial SJS product gave INPS what they wanted, the recent upgrade to the latest version of Optymyse™ has provided the end users with complete design flexibility, multi-media options, animated transitions and the ability to support their brand via TV screens, Mobile devices and Agent Desktops, all in vivid Full HD.

In the case of INPS, SJS were able to meet all of their design needs including the ability to create a floor plan used to allow contact centre supervisors and managers to quickly identify which agents are logged in, on a call or in various other statuses.

“We are delighted that ShoreTel Innovation partners’ SJS Solutions were able to provide our customer care team with the tools they need to ensure our agents are constantly reminded of how well they are serving our customers. Making sure agents have access to business intelligence helps us achieve better First Call Resolution performance and means agents have the confidence to earn the trust of our customers.” Said Sunaiya Keshav-Naran, Information Systems Administrator

Sunaiya continued; “since we first installed SJS Solutions’ previous product some months ago they have provided outstanding support and training, we really enjoy working with them”

“It was great to work with an organisation who understand that by giving their agents engaging communications tools they are in turn putting their customer first” Said Stephen Pace, MD, SJS Solutions Ltd. Templates available for purchase.

About SJS Solutions Limited

Founded in 2001 SJS Solutions develop innovative, affordable, easy to deploy visual communications solutions suitable for call & contact centres, help & support desks, sales teams, operational areas, driver depots and logistic offices to name a few. The SJS range of solutions are the result of over 10 years working with and listening to customers ranging from multi-billion dollar health care enterprises to insurance & automotive companies with small teams of people striving to deliver the best service and customer care possible. In the last 5 years SJS have become a global leader in creating the most flexible, easy to deploy visual communications products for companies of varying sizes with varying needs. The SJS API now ensures customers can display anything, anywhere.

About INPS

INPS are the people behind Vision, the clinical system that is used extensively within primary care settings and the wider healthcare environment throughout the UK. With fast and accurate data capture during patient encounters, online interaction for patients and an open approach to interoperability and collaboration, Vision gives CCGs and health boards infinite possibilities to provide high quality and cost-effective health care services.