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CCEOC Overview Presentation 2010
- 1. Become an Employer of Choice Attract, Retain & Engage the Best Jeff Doran CCEOC Inc.
- 2. 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?
- 8. Contact centre workshops, seminars, training, facilitation
- 9. Best Practices Report & custom reportingNina Cole, PhD Advisory Council Chair Jeff Doran - President Our Mission:To elevate the status of contact centers and help improve the work environment for employees Ted Hodge Chief Research Analyst Wendy Shusterman Lead Consultant © 2010 Contact Center Employer of Choice®
- 10. 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
- 11. What makes an Employer of Choice? People first culture Health & wellness Employee involvement Competitive pay Career path Support the community & environment Brand recognition
- 12. Engaged Employees Disengaged Employees Look for Opportunities Want to Up-sell, Cross-Sell, & Save Customers Missed Opportunities Unmotivated - Don’t care if customers stay or go Decreased Revenue & Profits Increased Revenue & Profits Lower Turnover Higher Turnover Front-Line Engagement Contact Center Employer of Choice® Plateaued Contact Center
- 13. Associate Engagement Focus, Focus, Focus on Associate Engagement! Sustaining the Emotional Connection Fun Stuff Social Committee – enhancing and/or building new skills outside of the core 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
- 14. Results Results 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.”
- 15. Turnover Is Costing A Fortune Cost of Turnover for a 200 Agent contact center with: Annual agent salary: $30000 Replacement cost: $10000 per position* $700000 34% Industry Aver.
- 17. The CCEOC Way Diagnostic Review 2 day on-site facilitated session Helps position your contact centre for a successful certification 5 Components: Presentation Reality Check Diagnostic Definitions Visioning Session Wrap-up and Evaluation Survey Assessment Planning session CCEOC Employee Survey© test CCEOC Employee Survey© live Evaluation & Certification Program Summary Report & review
- 18. Branding - External Advertising – TV, Radio, Internet, newspapers Press releases, magazine articles Trade shows and conference Social media Email, snail mail
- 19. Branding - Internal Celebrations, team meetings, annual meeting, newsletters, intranet, banners ….
- 28. Stress Reduction
- 30. Education & workshopsJeff DoranPresidentPhone: 416 886-7007Fax: 905 953-9680jdoran@ccemployerofchoice.comwww.ccemployerofchoice.com Subscribe to our newsletter: http://ccemployerofchoice.com/subscribe.htm