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EMPLOYEE RETENTION & ENGAGEMENT MELBOURNE | 25 OCTOBER 2018 NOBLE SYSTEMS
EMPLOYEE RETENTION & ENGAGEMENT
M E L B O U R N E | 2 5 O C T O B E R 2 0 1 8
NOBLE SYSTEMS
OVERVIEW
Market trends
Employee retention & engagement
Tools
PERSPECTIVE BASED ON DIVERSE EXPERIENCE
SERVICES CLIENTS LOCATIONS
▪ Contact centresShared services / Back office
▪ CX, Revenue, QualityCost, ProductivityPeople
▪ Sourcing & Locating of Services
▪ Financial Services▪ Health▪ Telecommunications▪ Resources▪ Transport & Logistics▪ Sales▪ Pharmaceuticals▪ Retail▪ Professional Services▪ Real Estate▪ Digital & Data Services
▪ Australia▪ USA▪ Philippines▪ India▪ South Africa▪ Malaysia▪ Hong Kong▪ Thailand▪ Singapore▪ Indonesia
MARKET DRIVERS
Customers
▪ Anywhere, Anytime
▪ Self service (preferred)
▪ Simplicity
▪ Personalisation
▪ Right first-time, consistently
▪ Mobile / Crowd / Social
▪ Privacy
▪ Transparency
▪ Sustainability
Business
▪ Digitization
▪ Predictive analytics
▪ IoT
▪ Block chain
▪ Omnichannel
▪ Chat Bots (voice & digital)
▪ Video – Virtual Assistants
▪ Intelligent agents
▪ Cloud
▪ Robotic Process Automation
▪ Machine Learning
▪ AI
▪ CX
▪ Journey mapping
▪ Revenue
▪ Cost / Productivity
▪ Quality
▪ Transformation
▪ Partner / Vendors
▪ Risk / Resilience
o Privacy
o Cyber-security
MARKET DRIVERS DISRUPTORS / ENABLERS
People Capabilities
▪ Customer service culture
▪ Agile
▪ Human Centre Design
▪ Diversity
▪ Mindset v Demographics
MARKET DRIVERS
CONTACT CENTRE TRANSFORMATIONMcKINSEY: CONTACT CENTRE OF THE FUTURE
Source: McKinsey: Charting the future of customer care
through a core optimization philosophy, March 2018
CRITICAL INFLUENCERSFACTORS THAT SHAPE YOUR CULTURE AND EMPLOYEEE ENGAGEMENT
▪ Operating model: In-house -v- Outsourced -v- Hybrid
▪ Location: On-shore -v- Near-shore -v- Off-shore
▪ Hours of Operation
▪ Culture
▪ Labour regulations
▪ Size
▪ Work types
▪ Technology / Tools
▪ Regulatory / Risk
CONTACT CENTRE CULTUREHARVARD BUSINESS STUDY
Harvard Business review 2017: survey of 7,500 customer service reps across 38 different companies across the globe
https://hbr.org/2017/04/let-your-call-center-reps-collaborate
www.callcentrehelper.com
THE SECRET TO RETENTION AND ENGAGEMENT IS…
Making your people successful
+
Performance culture
+
Social
EMPLOYEE RETENTION & ENGAGEMENTMAKING YOUR TEAM SUCCESSFUL
PEOPLE
LIFECYCLE MGT
• Recruitment
• EVP
• Induction
• Nesting
• Pay / Benefits
• Careers
OPERATIONS
• Operating routines
• Coaching
• KPIs / Scorecards
• Analysis
• Scheduling
• Leadership
• EES / feedback
SOCIAL
• Relationships
• Social support
• Facilities
• Fun
• CSR HYGIENE
• Doable jobs
• Poor tools / IT
• Facilities
• Payroll
• Broken promisesBPO
• Cultural fit
• Due diligence
• Transition
management
• Leadership
• EES / feedback
TOOLS & TECHNOLOGY
▪ Mobile
▪ Employee performance and capabilities
▪ Skills-based routing (best agent)
▪ Collaboration
▪ Social
▪ Gamification
LESSONS
Primary focus: make your team successful + Performance culture + Fun
Your way of working – not a task
Embedded throughout your processes and routines
Measure it / Act on it / Get it done
Report back / Engage
REMEMBER…
“If you don't know where you are going,
you might wind up some
place else.”Yoggi Berra
