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Improving the Customer Experience Through Talent

Improving the Customer Experience Through Talent. Warren Bobrow, Ph.D. All About Performance, LLC warren@allaboutperformance.biz. What We Know About Selecting Employees. When done right, identifies people with the skills and abilities to do a job well.

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Improving the Customer Experience Through Talent

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  1. Improving the Customer Experience Through Talent Warren Bobrow, Ph.D.All About Performance, LLCwarren@allaboutperformance.biz

  2. What We Know About Selecting Employees • When done right, identifies people with the skills and abilities to do a job well. • Presumption is that the job and performance metrics are relatively stable. • We also presume that new hires are more effective than incumbents and rejected applicants.

  3. Hypothetical Results of Better Hiring Practices Performance

  4. What We Know About Organizational Change • Addresses issues at a group, rather than individual, level. • Presumed to impact all employees. • Generally thought to bring everyone up to the same performance level.

  5. Hypothetical Results of Organizational Change

  6. Optimizing Performance • What is the impact of better hiring on agent performance? • Do organizational changes trump better hiring practices?

  7. The Data • Telephone Contact Center • Tech Support • Inbound Sales (registrations, upgrades, etc.) • Performance Measures • Conversion Percentage for Sales (number of calls turned into sales) • First Call Resolution (FCR) for Tech Support

  8. Sales Web-Delivered Test Extrinsic Motivation Competitiveness Simulation Test Problem Resolution Understanding Customers Tech Support Web-Delivered Test Numeric/Verbal Reasoning Optimism Emotional Stability Agreeableness Simulation Test Efficiency Problem Resolution Understanding Customers Call Length What Was in the Tests?

  9. The Validation Studies • Gathered Historical Performance Data • Monthly Averages On Critical Performance Measures • 12 months for Sales • 24 months for Tech Support

  10. Results--Sales New Incentive System Implemented

  11. Results--Sales Note that new hires start better than untested incumbents Peak Season

  12. Jul Jul Oct Apr Oct Apr Jan Jun Jan Jun Feb Mar Feb Mar Nov Dec Aug Sep Nov Dec Aug Sep May May Results--Tech Support Over a 2 Year Period 85% 80% FCR 75% Several interventions were implemented during this time period, including a revamped measurement/reward system, improved training and coaching, and some technological improvements. 70% Selected w/o Test Selected w/Test

  13. Conclusions • There are many factors that influence performance. • While other organizational initiatives can impact overall group performance, those individuals who have the most talent will continue to be the best performers. • Training, incentives, or other initiatives do not eliminate differences in talent, even where there is process excellence. • To improve the customer experience, bring on the best talent!

  14. Questions and Comments

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