Top 10 Signs You Work in a Call Center
Letterman-style list for your next manager meeting (although the last one may be a little
10. You supply your spouse with a daily quality performance report and analysis.
9. You end your date with the question, “is there anything else I can do for you?”
8. After a romantic evening with your spouse, you send him or her a satisfaction survey.
7. Your kid’s names are acronyms.
6. You find yourself calculating the average talk time after an argument with your spouse.
5. When you watch your son play soccer you keep yelling that the other team is out of adherence.
4. You keep losing bets by insisting that “Shook Me All Night Long” was sung by the mega-rock group “ACD”
3. At Halloween, you answer the door and say: Press one for Snickers, Two for Butterfinger, Three for Almond Joy, Four for Kit-Kat, or press 0 to opt out for an apple.
2. When choosing a line at the grocery store, you run a quick intra-day forecast.
1. Your dates always seem to go downhill because you keep bringing that your last date said you did not meet service level.
Thanks to Scott Thomas for co-authoring this. He is one of a kind!
Leading While Distracted
I know that driving distracted is a serious issue. Nationwide Insurance recently released a study that that includes data from the University of Utah that says “distraction from cell phone use while driving (hand held or hands free) extends a driver’s reaction as much as having a blood alcohol concentration at the legal limit of .08 percent.” But, as I was driving through the state of Kentucky this past week, I saw something that hit me as funny. The signs that span interstate 65 had a flashing message that read “Driving Distracted is Dangerous Driving!” Is it just me or is it ironic that the big flashing sign that distracted me was put there to remind me that I should not be distracted? Sorta crazy, huh?
So what does this have to do with frontline management and customer experience? Glad you asked!
Do you have metrics and statistics posted throughout your office or call center that are actually distracting your employees from what is really important? Do you have information posted on service levels or statistics but nothing that focuses on the level of satisfaction or quality?
I have been in many call centers across America that post “talk time stats” and “average answer-time” but not one metric anywhere that show quality scores or customer satisfaction. Yet the leadership told me that quality was a top priority.
So, do this soon - walk through your office for the express purpose of reading posters, banners, reader-boards and bulletin boards. What is the message that you see? Is your culture on display? Is the customer represented? Are metrics internal or externally focused?
Another set of questions to ask: Is the metric actionable? If we are missing the goal, does the management team have a plan to correct the situation? What are the specific plans that accompany the failure to meet the metric goal?
I believe that the messages we post are just as important as the messages we speak! Please don’t attempt to lead with distractions. Distractions are dangerous!
Are you showing favoritism as a leader?
Filed under: Engagement, Leadership, People, Relational Leadership
I went to dinner the other night with friends that have several young kids. The conversation moved to their new school and how they are adapting to the change. The 10 year old son said something funny that stuck with me. He said, “I don’t think my Spanish teacher likes me… because she does not spend as much time with me as with the other kids.” Interesting that at the young age he has already figured out the code - CARING = TIME.
So here is the question of the day. Who are you not spending time with on your team or in your organization? Who is feeling a little under-loved because they notice that they do not get as much time as others. As a leader we are sometimes guilty of spending a lot of time hanging out with the “successful” people on the team because it is easy. We then spend a lot of time with the “problem” people because they need the time. Guess who gets left out? The middle kid. The employee who is doing good work but not winning the awards.
Schedule some time today or tomorrow to spend some time with the ones you have neglected. Don’t them them feel like “I don’t think she/he likes me…..”
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Bob Furniss
As founder and President of Touchpoint Associates, Inc., Bob Furniss has more than 25 years of experience in the customer service field - assisting organizations to increase productivity and profits by bringing out the best in their people. He has shared his experience in the areas of leadership and service with some of the top companies in America - companies like FedEx, Corporate Express, DePaul University, Delta Airlines, Hanley Wood and more.
Click here to email Bob direct -
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