I was recently asked to be a backup speaker at the Client Experience Management conference in August. I didn’t get a chance to speak, but I did get a bottle of wine from the experience. I didn’t want my content to go to waste. My topic was called “Have you told the call centre?” and it was a challenge to current thinking about partnering with call centres within the organisation.

1. HAVE YOU TOLD THE
CALL CENTRE?
@neilianwithers

2. *DISCLAIMER
CHEESY STOCK PHOTOS AHEAD

3. BRIEF INTO AN
AGENCY
BRAINSTORM
IDEAS
BACK & FORTH
PLAN
INTERNALLY
TELL CALL
CENTRE
THE CREATIVE PROCESS
GO TO CLIENTS

4. • *disclaimer
THERE’S A
MYSTICAL PLACE
KNOW AS THE
CALL/CONTACT
CENTRE
DON’T BE AFRAID TO GO THERE

5. WHAT’S A CALL
CENTRE LIKE?

6. PICK UP THE PHONE FOR EIGHT HOURS A DAY
REGIMENTED BREAKS AND PERFORMANCE
USUALLY UNDERPAID
GET KAKKED OUT CONSTANTLY
AWARE OF PRODUCT/SERVICE ISSUES
SITTING ON CLIENT FEEDBACK
MADE AWARE OF CHANGES WHEN THEY GO LIVE

7. PARTNERING WITH YOUR
CONTACT CENTRE CAN
IMPROVE CLIENT
EXPERIENCE
HELP VALIDATE
DECISIONS
AGENTS FOR
CHANGE

8. CLIENT EXPERIENCE
AGENT HAPPINESS
LEVELS OF CLIENT EXPERIENCE CAN BE TRACKED AGAINST AGENT HAPPINESS.
SO KEEP YOUR AGENTS HAPPY TO KEEP YOUR CLIENTS HAPPY.

9. HOW DO WE KEEP OUR
AGENTS ENGAGED,
HUNGRY & FOSTER A
CULTURE OF
IMPROVEMENT?

10. BE CLEAR &
CONCISE ON
WHAT YOU DO &
CAN OFFER

11. WHEN TO ENGAGE WITH
THE CALL CENTRE?

12. PLANNING STAGE

13. ASK HER
ASK THE PERSON ANSWERING THE PHONE, NOT THE MANAGEMENT
RESPONSIBLE FOR MAKING SURE SHE PERFORMS

14. WHEN AGENTS
HELP CREATE THE
LOOP THEY ARE
ENGAGED
EMPOWERED
ADVOCATE

15. WHEN THEY GET
HELP SCOPE THE
MESSAGE THEY
CAN AMPLIFY IT
THROUGH REAL
CONVERSATION

16. ALL THIS IMPROVES CLIENT EXPERIENCE

17. MAKE SURE
YOU HAVE DATA
TO VALIDATE
DECISIONS
BEFORE YOU
START

18. AS WE FEED INTO
THE REST OF THE
BUSINESS, WE FEED
THE ADVOCACY
BEHAVIOUR

19. • SPEND TIME IN THE
CALL CENTRES.
• PARTNER WITH THEM
EARLY
• CHANGE THE FEEL OF
YOUR BRAND