35 people representing 24 companies attended the Local Networking Meeting at SprintPCS on April 5th.
Matt Storm, Product Manager at etalk, gave everyone an overview of the pros and cons of the various methods available to analyze customer calls made in the contact center, and why the key to organizing, categorizing, and accessing this information starts with having a conceptual understanding of how to go about it.
We want to thank everyone for attending, and for your contribution to the networking session. We covered the subjects of:
1. Call Monitoring
- What behaviors are evaluated in your center?
- What system methods do you use in capturing the call for evaluation?
- What role does the CSR play in the evaluation process?
- Who measures the call for quality?
- What is the correct number of calls to be evaluated per month?
- Coaching for improved performance - Do you have a formal process?
- How many calls do you monitor per agent in a month?
2. HR Issues In the Contact Center - Attrition
- Employee retention
- Pre-employment testing - Hire the right person
- EEOC issues - Legal concerns
- Temp to hire - Staffing agencies
- Diversity Questionnaire
3. There isn't a bad employee...only a bad hire!
4. Conducting Employee Satisfaction Surveys
5. Attendance Policies
- The group concluded there was an average of 6 occurrences to begin corrective action.
- Two (2) unexcused absences = verbal warning
- Any absence within the first 90 days is an occurrence
6. Ratio of Reps to Supervisors
- 13 - 1; 16 - 1; 18 - 1 seemed average
7. Manager and Supervisors per team
8. Turnover - Average 38%
- The pay was not that big of a factor
- The main reasons were that the job was too complicated, and attendance
9. Training
- 5 weeks in a classroom setting and actually taking calls
- Coaching after that time
10. Employee Recognition
- This was dependant on the budget of the center and how to meet specific goals
We want to thank Chris Drake and SprintPCS for hosting our meeting.
We would also like to thank Matt Storm, etalk, for his presentation, and for bringing us up to speed on some "speech stuff." If you would like a copy of Matt Storm's Power Point presentation, click here.
We hope to see you all at the next networking meeting.
Meeting Pictures
Meeting Attendees
| Name |
Company Name |
| Bailey, Aaron |
PFS Web |
| Baker, Angela |
Fidelity Investments |
| Bischof, Brad |
Giftcertificates.com |
| Brown, Laura |
Fidelity Investments |
| Carter, Lela |
CCNG |
| Chandler, Janette |
Securus Technologies |
| Corliss, Donovan |
Pro Staff |
| Crew, Shannon |
Trammell Crow Company |
| Dismuke, Beth |
Texas Workforce Commission |
| Drake, Chris |
Sprint PCS |
| Driscoll, Sherry |
WFS Financial, Inc. |
| Flores, Isabel |
Texas Workforce Commission |
| Gambaro, Angela |
Spherion |
| Gamble, Arlivia |
State Farm Insurance |
| Gillock, Glenn |
Custom Food Group |
| Gupta, Sachin |
Fidelity Investments |
| Henderson, Heather |
HCA Healthcare |
| Higgins, Kevan |
etalk |
| Ketring, Lisa |
Fidelity Investments |
| Kidd, Vernestine |
HCA Healthcare |
| Kothmann, Candace |
Texas Workforce Commission |
| McCool, Steve |
InterVoice |
| McCord, Brenda |
Freeman Companies |
| Meador, Ronald |
Tenet |
| Meester, Lori |
First American Payment Systems |
| Merricks, Robin |
Adecco |
| Mitchell, Deanna |
Pro Staff |
| Montgomery, Tonya |
WFS Financial |
| Ratliff, Eric |
State Farm |
| Seeley, Rick |
IEX |
| Slay, Brian |
Red Salsa Technologies |
| Stringer, Debra |
RightNow Technologies |
| Trueblood, J.D. |
State Farm Insurance Co. |
| Vermillion, Eric |
NICE Systems |
| West, Marsha |
Freeman Transportation |
