Let's Stay Together - Hiring For Keeps in a Candidate-Driven Market

#CustomerEffort
Hiring for KEEPS in
a Candidate-Driven
Market
Selecting The RIGHT
Employees To Deliver
Low-Effort Service
RICK DELISI
Co-Author “The Effortless Experience”

© 2016 CEB. All rights reserved. CCC5880616SYN #CustomerEffort
What is your company
doing to reduce
customer effort?

72.8%System
and process
improvements

27.2%
72.8%System
and process
improvements
People-related
investments

That SEEMS like
the right approach…

Companies
27.2%
Feel
72.8%
Do

CustomersCompanies
27.2%
Feel
72.8%
Do

Customers
34.6%
Do
65.4%
Feel
Companies
27.2%
Feel
72.8%
Do

Ironically, in a world
driven by
technology...

Ironically, in a world
driven by
technology...
...your people matter
more than ever.

Front Line Rep
© 2016 CEB. All rights reserved. CCC5880616SYN

© 2016 CEB. All rights reserved. CCC5880616SYN #CustomerEffort© 2016 CEB. All rights reserved. CCC5880616SYN
How may
I help you?
YESTERDAY

. . .
. . .
!!
???
???
!!!
TODAY
YESTERDAY

© 2016 CEB. All rights reserved. CCC5880616SYN #CustomerEffort© 2016 CEB. All rights reserved. CCC5880616SYN #CustomerEffort
Have you TRULY re-thought
your front line talent strategy?

The factory of sadness

What kind of rep best
meets the needs of
today’s customers?

attitude
service oriented
empathetic
likes helping others
efficiency
passionate
intellectual
altruistic
organized perfectionist
knowledge worker
openminded responsive
likes challenges
quick thinker
hard working
dependable
life experienceright
softskills
caring
good communicator
problem
solver
innovativepeopleskills
confident
positive quick learner
outgoing
articulate
decision maker
works with gray area
high EQ
extroverted
conscientious
complex thinker
engaging
match personality of the caller
motivated
like fast paced
independent thinker
the human factor
analytical
proactive
adaptable
willingness to learn
self-starter
critical thinker
can work in ambiguity
like working with different customers
workethic
don’t always follow rulessmart
emotionally distant from customers
trustworthy
sense of purpose
receptive
ambitioushappy
steady
friendly
integrity
flexible
thinks outside the box
mature
good listener

service oriented
empathetic
likes helping others
efficiency
passionate
intellectual
altruistic
organized perfectionist
knowledge worker
openminded responsive
likes challenges
quick thinker
hard working
dependable
life experienceright
softskills
caring
good communicator
problem
solver
innovativepeopleskills
confident
positive quick learner
outgoing
articulate
decision maker
works with gray area
high EQ
extroverted
conscientious
complex thinker
engaging
match personality of the caller
motivated
like fast paced
independent thinker
the human factor
analytical
proactive
adaptable
willingness to learn
self-starter
critical thinker
can work in ambiguity
like working with different customers
workethic
don’t always follow rulessmart
emotionally distant from customers
trustworthy
sense of purpose
receptive
ambitioushappy
steady
friendly
integrity
flexible
thinks outside the box
mature
good listener
attitude

Methodology
#CustomerEffort

Job
Seekers:
1,022

Job
Seekers:
1,022
Contact
Center Reps:
1,440

1
2
7
6
5
4
3

The Hard Worker

I take care to follow rules and
procedures.
I like working with numbers.
I persist until the job is done to
meet deadlines.
The Hard Worker

The Empathizer

I like to spend time helping
other people with their
problems.
I try to understand motives
and behavior.
The Empathizer

The Innovator

I prefer variety.
I behave differently
depending on the situation or
person.
I like generating new ideas.
The Innovator

The Accommodator

I believe what others say.
I enjoy others’ company.
I involve others in decision
making.
The Accommodator

The Controller

I am talkative.
I make my strengths known.
I freely express opinions.
The Controller

The Competitor

I like to compete against
others and win.
I am a fast decision maker.
I like to change other people’s
views.
The Competitor

The Rock

I tend to feel relaxed.
I expect things to turn out well.
I am difficult to offend.
The Rock

The Accommodator
The RockThe Controller The Competitor
The InnovatorThe EmpathizerThe Hard Worker

Currently in Seat Prefer to Hire? BEST at Low-Effort Service

#CustomerEffort© 2016 CEB. All rights reserved. CCC5880616SYN #CustomerEffort© 2016 CEB. All rights reserved. CCC5880616SYN
Hard Worker • 20%
Controller • 15%
Empathizer • 32%
Rock • 12%
Accommodator • 11%
Innovator • 9%
Competitor • 1%

Controller • 2%
Empathizer • 42%
Innovator • 18%
Rock • 15%
Hard Worker • 11%
Accommodator • 6%
Competitor • 6%
Hard Worker • 20%
Controller • 15%
Empathizer • 32%
Rock • 12%
Innovator • 9%
Competitor • 1%

CONTROLLER
Empathizer
Rock
Accommodator
Innovator
Hard Worker
Controller • 2%
Empathizer • 42%
Innovator • 18%
Rock • 15%
Hard Worker • 11%
Accommodator • 6%
Competitor • 6%
Hard Worker • 20%
Controller • 15%
Empathizer • 32%
Rock • 12%
Innovator • 9%
Competitor • 1% Competitor

Percentile Low- Effort
Performance
Distribution
ofReps
Overall Average: 50th Percentile

Performance
Empathizer
48th percentile
Distribution
ofReps

Performance
Empathizer
48th percentile
Controller
60th percentile
Distribution
ofReps

When you really
need help…

When you really
need help…
…who would you
rather deal with?

The Empathizer The Controller
Warm, friendly, caring,
professional

professional
Takes control by
“owning” the problem
AND the solution

Focused on Providing
a Great EXPERIENCE
Focused on Providing
a Great OUTCOME
professional
Takes control by
“owning” the problem
AND the solution

The “NEW” Empathy

CONTROLLERS:
How would you describe
the difference between
you and your colleagues,
when it comes to handling
customer issues?

“I understand what
people actually
need, so they get
results quickly.”

people actually
need, so they get
results quickly.”
“It’s about taking
the lead to help
customers figure
out what they need.”

“I like to guide
people and take
control to ensure
everything is
going well.”
people actually
need, so they get
results quickly.”
“It’s about taking
the lead to help
customers figure
out what they need.”

Controllers are wired
to deliver a low-effort
experience.

How do I hire more
Controllers into the
service organization?
How do I teach my
non-Controller reps to
do things that come
naturally to
Controllers?

Traditional Skills What Controllers Do

Traditional Skills
Soft
Skills
What Controllers Do

Traditional Skills
Soft
Skills
Experience
Engineering
What Controllers Do

Traditional Skills
Soft
Skills
Experience
Engineering
FCR
What Controllers Do

Traditional Skills
Soft
Skills
Experience
Engineering
NIAFCR
What Controllers Do

Traditional Skills
Soft
Skills
Experience
Engineering
NIAFCR
What Controllers Do
Consistent
Service

Traditional Skills
Soft
Skills
Experience
Engineering
NIA
Tailored
Service
FCR
What Controllers Do
Consistent
Service

CULTURE

CLIMATE
CULTURE

A Climate
of Compliance

A Climate
of Compliance
A Climate of
Network Judgment

In a Network Judgment
climate, reps:

Learn from
their Controller
peers
climate, reps:

Learn from
their Controller
peers
Share what they
have learned
with peers
climate, reps:

Learn from
their Controller
peers
Share what they
have learned
with peers
Apply what they
have learned to
create a low-
effort experience
climate, reps:

Network
Judgment
Climates are
rare...

Network
Judgment
Climates are
rare...
Only 9% of reps describe
their work climate as one
of Network Judgment

Network
Judgment
Climates are
rare...but
powerful
Network Judgment
climates deliver 50% better
performance than the
average contact center
+50%

How do I hire more
How do I hire more

Contact Center, Customer Service Specialist
At Alpha, our people truly make a difference in the lives of our customers and our local communities and in
the success of our company. Alpha employs more than 9,000 people worldwide. With a culture that rewards
performance and promotes from within, Alpha offers challenging career opportunities across multiple
locations and various lines of business.
This position is responsible for providing highly responsive and quality service to customers through the use
of multiple system applications, administrative processes, and operational tools. Candidates will possess
proven interpersonal, communication, and customer service skills to ensure a high-quality customer service
experience.
Principal Duties and Responsibilities:
•Work an eight-hour shift between 8:00 a.m.-8:00 p.m., Monday through Friday.
•Meet expectations of the quality and productivity standards established for the skill supported in the contact
center.
•Be an effective team player; contribute to individual and team goals in order to successfully achieve highly
responsive, customer-focused service goals that result in high customer satisfaction.
•Respond to telephone and e-mail service requests with timely and accurate information.
•Work collaboratively with our business partners to provide solutions for customers.

experience.
center.
Candidates will possess proven
customer service skills...

experience.
center.
...challenging career
opportunities...

experience.
center.
...be an effective team player...

experience.
center.
...respond with timely and
accurate information...

Job
Description

Job
Description
Job
Posting

Are you right for the position?
Attract
Right-Fit
Candidates…
We’re hiring people who are
dependable to their core and have
the grit and tenacity to work hard
even when the going gets tough

...if you excel at planning
long road trips, we bet you
have the right stuff...
Attract
Right-Fit
Candidates…

Attract
Right-Fit
Candidates...
And Deflect
Poor-Fit
Candidates
...this job isn’t for the faint of heart.
You won’t always have the right answer,
but you’re up to the challenge...

...if you think you’re tough enough
AND sweet enough, apply now.
We can’t promise it will be easy...
Attract
Right-Fit
Candidates...
And Deflect
Poor-Fit
Candidates

You can only hire from
among those people who are
willing to apply…

But there are SO many
things you can do to attract
(and hire!) more Controllers.

Can you spot
the difference?

“Factory Worker”
Environment

“Factory Worker”
Environment
“Knowledge Worker”
Environment

The difference isn’t how
your people look…

The difference isn’t how
your people look…
…it’s how YOU
see them.

@CEB_Effortless
cebglobal.com/effortless
The Effortless Experience
by CEB

Let's Stay Together - Hiring For Keeps in a Candidate-Driven Market

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