Survey names biggest call centre frustrations
Poor communication and an inability to deviate from the script have been named as the biggest consumer frustrations with call centre agents. Less than 2.8% of respondents said that they ...
In development for 2010
Our mission is to deliver motivation, inspiration, focus and health in the simplest and most effective way to your organization. And innovation is the name of our game; so in response to our conversations with you and other innovative companies we have the following developments underway:
- Web-Mobile Motivation (exercise, intents and motivation delivered via your mobile phone, keeps you and your staff focused on your goals)
- Sales Rep Programme (specific exercises, inspiration and health support for staff on the road)
- Training/Support application (deliver your key training messages in a fun, personal, and interactive way)
- Web based Choose My Day (this means no desktop application and an even faster roll out to staff)
- Mood Data benchmarking (soon you will be able to benchmark the mood data from your organization with others in NZ, Australia and by category)
Mood of the Nation
Quarterly Mood data results for July, August, September 2009 show some great changes in the profile of our collective organizational results. We’ve seen the Start State of Tired half from 42% to 21%, and in fact last quarter 82% of staff were starting their work day in a negative frame of mind, this quarter sees it drop to 62%. We’ve also seen a big jump of staff requesting Happy, which pushes it up to third most request mind-set after Energized and Focused.
The impeding summer months are seeing predominantly Physical Self Motivators being chosen by staff such as BE Hydrated, BE Slim and BE Fit, with BE On TO It just pushing through to second place.
What’s happening in your workplace?
Great success with Contact Centre staff
It’s an environment where results are clearly impacted by staff mood/mind-set and attitude and we’ve had some great response to our programme.
Were working with a number of contact centres to help agents make the most of each call and their day, and we’ve developed a training/support function that helps reiterate and communicate key training themes in fun, bite sized pieces.
Personalised to each staff member, the program helps staff take control of their state of mind and each call. Exercises help inspire, motivate and enable staff to improve customer service and support. Confidence boosters and stress management tools help uplift mood and energy and refocus staff when dealing with difficult customers.
Here is what some Contact Centre staff have to say:
“BE Intent is better than a cigarette break”
“Its absolutely great. Whenever I do an exercise I am physically active and energised, my day goes really well. It gives me great motivation.”
“The exercise did make me feel better & was also a good reminder to relax & have a break”
“My staff are choosing to do a 10 minute BE Calm meditation in their morning break, rather than eating an unhealthy morning tea – it’s a win, win.”
“Makes me focus on me for a change, and lets me take control of my work day, rather than it taking control of me”
“Finally something that’s here for me”
If your curious to implement Be Intent in your organization, your Contact Centre could be a great place to start. Check out the flyer here, and forward to your Contact Centre Manager.
Self-directed employee engagement versus leader driven
Engaged people do more with less. During tough economic times, this is when you need staff to be their most productive, motivated and engaged.
Self directed employee tools create an environment where employees take personal responsibility, self-lead and develop self reliance. This builds strengths from within, and affects all aspects of personal and professional life, including your employees commitment to their workplace.
This results in better attitudes, service, promotion of the organization; reduces risk, costs, and stress; retains employees, generates more productivity and revenue; and creates a place where people are looking for solutions.
BE Intent offers simple tools to help staff identify what motivates them personally, identify their areas that need strengthening and their own engagement process, at their own pace.
Breaking the employee and organisational needs into “bite sized chunks” even the biggest elephant can be eaten. We help people reach their goals, both professional and personal through a system they embrace.
Join the forum discussion on this post - (1) Posts
Employee engagement
Research shows that ‘engaged’ employees generate a return on assets 95% higher than their less-engaged counterparts.
They generate 68% more sales, and are 29% more likely to stay with their current organisation.
Research has also established that on average:
- Only three in ten (30%) employees are engaged in their work
- Six in ten employees (61%) can be regarded as ‘ambivalent’
- The remaining one in ten employees can be described as disengaged or detached from their work.
Employee engagement is a multi-dimensional concept that describes the extent to which employees mentally, emotionally and physically apply themselves at work.
BE Intent’s online programme is about helping staff to be engaged in their work and also in their day. This means that staff are focused and motivated on a daily basis, with an incredible impact on performance results.
