Rethink contact centresDr Annemarie Lombard Our clients All Rights Reserved.The skills and the staff Sourcing tools and up-skilling management to handle up-skilled staff What does it mean and WHY? Sourcing tools Upskilling management Skilled staff All Rights Reserved.Staff & Skill the big picture view Culture Leadership Environment Person Profits and growth Recruit, Train, Coach, Support, Empower Space, Design, Optimize Lead, Vision, Change, Strategy Lead, Engage, Support, Voice All Rights Reserved.Staff and Skill - process 1. Recruitment strategies Sourcing 2. Skills training 3. Coach and support 4. Retention strategies Leadership Culture Space and environment 5. Profits and growth 1. Sourcing tools find people who are: Suitable Sustainable Profitable All Rights Reserved.Recruitment practices All Rights Reserved.Recruitment practices Not exact science it is a grey area Dealing with behavior always subjectivity Many variables influencing how people work, perform and manage themselves We just dont go there. Industry realities Dispensable workforce Numbers game Cheap and cheerful No spent upfront fundamentally flawed? All Rights Reserved.Cost of absenteeism, attrition, poor performance? What is the cost of poor performance? What is the cost of absenteeism? What is the cost of attrition? The above costs outweigh initial costs ROI is clear Legislation now in place to ensure staff are skilled for collections industry Upskill the best-fit staff All Rights Reserved.Staff & Skill Competencies explained by neuroscience All Rights Reserved.Finding Suitable, Sustainable & Profitable Staff neuroscience Above the surface Profiling Below the surface Cognitive and learning skills All Rights Reserved.A bat and a ball cost R1.10. The bat costs R1.00 more than the ball. How much does the ball cost? The power of the intuitive, lower, unconscious brain below the surface stuff All Rights Reserved.Thinking Brain 20% brain activity Feeling Brain 80% brain activity Reason Think Learn Perform Gut Habits Preferences Comfort levels Unconscious Uncontrolled Intuitive Conscious Controlled Calculated Focus, Energy & Stress All Rights Reserved.Thinking Brain 20% brain activity Feeling Brain 80% brain activity Reason Think Learn Perform Gut Habits Preferences Comfort levels Sensory IQ All rights reserved.IQ EQ Focus, Energy & Stress All Rights Reserved.Finding Suitable, Sustainable & Profitable Staff neuroscience Numeracy Literacy (speak and writing) Learning aptitude Numeracy Literacy (speak and writing) Learning aptitude Sensory Profiling Resilience/Stress Energy Focus/attention Resilience/Stress Energy Focus/attention Apps on brain training All Rights Reserved.Brain training apps Luminosity Memory, Attention, Flexibility, Speed, Problem solving Peak brain training Memory, Language, Focus, Problem solving, Mental agility Elevate Focus, speaking abilities, processing speed, memory, match skills Numeracy Literacy (speak and writing) Learning aptitude Numeracy Literacy (speak and writing) Learning aptitude All Rights Reserved.Sensory profiling Doctoral research study, UCT, 2012 Study correlated: Sensory profiles (measuring intuitive and unconscious responses to the environment through sensory stimuli) with Performance, Absenteeism and Attrition Data (n=456) from: Service, inbound financial, Cape Town and Johannesburg Sales outbound, outsourcing: Cape Town Collections: Johannesburg Resilience/Stress Energy Focus/attention Resilience/Stress Energy Focus/attention All Rights Reserved.Study Findings The sensory profile is a predictor of performance and absenteeism Best used as determiner of resilience and sustainability Designed to be an upfront filter for recruiting contact centre agents and team leaders Added value for resource allocation put people where they will work best Senses on Call online version All Rights Reserved.Senses on Call case studies 2. Upskilling management it starts from the top The contact center environment Large, open plan, dense working spaces High impact and sensory overloaded Customer service, sales or collections focus Highly legislated Multichannel communications Target driven Constant monitoring and surveillance Cost factor All Rights Reserved.The PEO Model Person Environment (Space) Occupation (Job-role) Senses on Call Profile for suitability Space optimisation Sensory audits Role & Seating Leadership & Corporate Culture Profiling & Skills training Insights, strategies, solutions All Rights Reserved.Environmental influences on performance Temperature Increase performance by 8.9% with correct temperature regulation (20,21-23C) [different studies] Lighting Increase performance by 16% with the use of more natural lighting Air quality Poor indoor air quality can reduce performance by 6 9% Sick building syndrome?? All Rights Reserved.Sensory Audits Comprehensive and detailed 50-item best practice rating system of: Collective space Individual space Culture and wellness factors On-site assessment A blueprint of your current space status against best practice benchmarks ( 22 page report) What are you doing well and where you can improve NOT considering design but performance indicators All Rights Reserved.5 key space strategies to enhance performance 1.Chairs 2.Headsets 3.Temperature 4.Air quality 5.Clutter All Rights Reserved.Staff & Skill the big picture view Culture Leadership Environment Person Profits and growth Recruit, Train, Coach, Support, Empower Space, Design, Optimize Lead, Vision, Change, Strategy Lead, Engage, Support, Voice All Rights Reserved.BOOK for sale R ory-Intelligence-Lombard- Annemarie/dp/ All Rights Reserved. Theres a way to do it better find it! Thomas Edison