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Why I Want to Work in a Call Center (And Why I Ultimately Don't)

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A tale about how I started working in Customer Service


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A tale about how I started working in Customer Service


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I once was told as a student You should totally work in a call center Steven


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I once was told as a student There is no better place to understand customers


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So I went for a job interview


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I’m sorry, a job interview


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3 Reasons why getting into Mordor is easier ...


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…than getting into a Call center 3 Reasons why getting into Mordor is easier ...


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Mordor Call Center 1. Do you know who you are dealing with?


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Mordor ✓ Evil Sauron Call Center ✗ No idea


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If websites were honest …


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If websites were honest …


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Mordor ✓ Evil Sauron Call Center ✗ No idea 2. Which department is responsible?


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Mordor Call Center ✓ Evil Sauron ✗ No idea ✓ Mount doom ✗ No idea


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Ever felt like the hot potato being tossed around in the company’s maze? Or tried to find your way through the countless selection menus?


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Mordor Call Center ✓ Evil Sauron ✗ No idea ✓ Mount doom ✗ No idea 3. What do you need for your quest?


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Mordor Call Center ✓ Evil Sauron ✗ No idea ✓ Mount doom ✗ No idea ✓ The Ring ✗ Name, age, client ID, birth date, product code, purchase date, dog’s name, favorite unicorn color ...


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It’s clear we have a problem


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… or did it happen already?


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Meet Tony Hsieh, CEO of online shoe retailer Zappos


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The business model ✓ Free shipping. ✓ Free returns. ✓ 365 days returns.  75% sales from repeat customers.


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The customer service is located on the highest floor of the building.


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... and the CEO sits right in the middle of it.


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Human resources ✓ Seeking cultural fit. ✓ 1 month training focused on culture. ✓ $ 3000 as a bribe to quit the job.


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Employee motivation ✓ Give people a voice. ✓ Assign responsibility. ✓ Give them a budget. ✓ Allow people to be as they are.


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So why do we care?


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What they tell you it is all about ... Loyalty Steven, satisfied customers, that’s the thing


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What it is really all about ... Money, money, money!


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Because an accountant won’t make the difference. Profits from a happy customer looks just the same as profits from an unhappy customer.


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Departments are still all too often accountable for their results. Not how they achieve it.


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suck And we at measuring satisfaction.


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Traditional surveys are too long and waste the time of the customer.


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They often get lost as a report in an archive, instead of changing behavior.


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Most surveys are anonymous, making it impossible to close the loop.


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In B2B the surveys are often completed by administrative clerks who can’t give relevant feedback instead of key decision makers.


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The surveys are written in the language of the researcher and confuse the customer.


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The results are easily gamed and manipulated to make the reality look better than it actually is.


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So is there a solution?


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Say hello to NPS the new customer satisfaction hero.


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Net Promoter Score


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Just one question matters: On a zero-to-ten scale, how likely is it that you would recommend us to a friend or colleague?


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Which leads to 3 types of customers:


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The promoters, who give a 9 or 10 


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Promoters generate 80% of the positive word of mouth.


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“Do what you do so well, that people can’t resist telling others about you.” - Walt Disney


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Promoters have a higher annual spend and are less price sensitive.


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The passives, who give a 7 or 8 


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I once heard: An average score of 7 or 8? That’s awesome Steven!


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NOPE


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Passives got what they came for. No more no less. Once done with you, they will find another company.


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The detractors, who give a 0 to 6 


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Detractors cause 80% of the bad mouthing to friends family, colleagues or anyone who will listen. (social) media anyone?


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Increasing service costs by reporting problem after problem.


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Detractors consume more customerservice resources and demotivate.


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But it’s not all BAD


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“Your most unhappy clients are your greatest source of learning” - Bill Gates


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So let’s dream …


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And remember a time when companies knew our grandparents’ names and preferences.


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Whether we like it or not: employees and customers need each other to be happy.


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It’s a love story. One yet to be told by many companies. But not an impossible one.


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Check out these amazing books at www.amazon.com


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Thanks to the contributors of amazing (and free) stock photos at: picjumbo.com nos.twnsnd.co pexels.com pixabay.com freeimages.com gratisography.com morguefile.com Credits for non-stock photos to: zappos.com amazon.com wikipedia.com eon.it Cartoons by (and inspiration taken from): theoatmeal.com


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