Why i want to work in a call center (and why i ultimately don't)
- 2. A tale about how I started working in Customer Service
- 3. A tale about how I started working in Customer Service
- 4. I once was told as a student You should totally work in a call center Steven
- 5. There is no better place to understand customers I once was told as a student
- 6. So I went for a job interview
- 7. I’m sorry, a job interview
- 12. 3 Reasons why getting into Mordor is easier ...
- 13. 3 Reasons why getting into Mordor is easier ... …than getting into a Call center
- 14. Mordor Call Center 1. Do you know who you are dealing with?
- 15. Mordor Call Center ✓ Evil Sauron ✗ No idea
- 16. If websites were honest …
- 17. If websites were honest …
- 18. Mordor Call Center ✓ Evil Sauron ✗ No idea 2. Which department is responsible?
- 19. Mordor Call Center ✓ Evil Sauron ✗ No idea ✓ Mount doom ✗ No idea
- 20. Ever felt like the hot potato being tossed around in the company’s maze? Or tried to find your way through the countless selection menus?
- 21. Mordor Call Center ✓ Evil Sauron ✗ No idea ✓ Mount doom ✗ No idea 3. What do you need for your quest?
- 22. Mordor Call Center ✓ Evil Sauron ✗ No idea ✓ Mount doom ✗ No idea ✓ The Ring ✗ Name, age, client ID, birth date, product code, purchase date, dog’s name, favorite unicorn color ...
- 23. It’s clear we have a problem
- 25. … or did it happen already?
- 26. Meet Tony Hsieh, CEO of online shoe retailer Zappos
- 27. The business model ✓ Free shipping. ✓ Free returns. ✓ 365 days returns. 75% sales from repeat customers.
- 28. The customer service is located on the highest floor of the building.
- 29. ... and the CEO sits right in the middle of it.
- 30. Human resources ✓ Seeking cultural fit. ✓ 1 month training focused on culture. ✓ $ 3000 as a bribe to quit the job.
- 31. Employee motivation ✓ Assign responsibility. ✓Give them a budget. ✓ Give people a voice. ✓Allow people to be as they are.
- 32. So why do we care?
- 33. Loyalty Steven, satisfied customers, that’s the thing What they tell you it is all about ...
- 34. Money, money, money! What it is really all about ...
- 35. Because an accountant won’t make the difference. Profits from a happy customer looks just the same as profits from an unhappy customer.
- 36. Departments are still all too often accountable for their results. Not how they achieve it.
- 37. And we suck at measuring satisfaction.
- 38. Traditional surveys are too long and waste the time of the customer.
- 39. They often get lost as a report in an archive, instead of changing behavior.
- 40. Most surveys are anonymous, making it impossible to close the loop.
- 41. In B2B the surveys are often completed by administrative clerks who can’t give relevant feedback instead of key decision makers.
- 42. The surveys are written in the language of the researcher and confuse the customer.
- 43. The results are easily gamed and manipulated to make the reality look better than it actually is.
- 44. So is there a solution?
- 45. Say hello to NPS the new customer satisfaction hero.
- 47. On a zero-to-ten scale, how likely is it that you would recommend us to a friend or colleague? Just one question matters:
- 48. Which leads to 3 types of customers:
- 49. The promoters, who give a 9 or 10
- 50. Promoters generate 80% of the positive word of mouth.
- 51. “Do what you do so well, that people can’t resist telling others about you.” - Walt Disney
- 52. Promoters have a higher annual spend and are less price sensitive.
- 53. The passives, who give a 7 or 8
- 54. An average score of 7 or 8? That’s awesome Steven! I once heard:
- 55. NOPE
- 56. Passives got what they came for. No more no less. Once done with you, they will find another company.
- 57. The detractors, who give a 0 to 6
- 58. Detractors cause 80% of the bad mouthing to friends family, colleagues or anyone who will listen. (social) media anyone?
- 59. Increasing service costs by reporting problem after problem.
- 60. Detractors consume more customer- service resources and demotivate.
- 61. But it’s not all BAD
- 62. “Your most unhappy clients are your greatest source of learning” - Bill Gates
- 63. So let’s dream …
- 64. And remember a time when companies knew our grandparents’ names and preferences.
- 65. Whether we like it or not: employees and customers need each other to be happy.
- 66. It’s a love story. One yet to be told by many companies. But not an impossible one.
- 67. Check out these amazing books at www.amazon.com
- 68. Thanks to the contributors of amazing (and free) stock photos at: picjumbo.com nos.twnsnd.co pexels.com pixabay.com freeimages.com gratisography.com morguefile.com Credits for non-stock photos to: zappos.com amazon.com wikipedia.com eon.it Cartoons by (and inspiration taken from): theoatmeal.com