Why i want to work in a call center (and why i ultimately dont)
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Transcript of Why i want to work in a call center (and why i ultimately dont)
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A tale about how I started working in
Customer
Service
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A tale about how I started working in
Customer
Service
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I once was told as a student
You should totally work in a call center Steven
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There is no better place to understand customers
I once was told as a student
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So I went for a job interview
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I’m sorry, a job interview
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3 Reasons why getting into
Mordor is easier ...
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3 Reasons why getting into
Mordor is easier ...
…than getting into a
Call center
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Mordor Call Center
1. Do you know who you are dealing with?
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Mordor Call Center
✓ Evil Sauron ✗ No idea
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If websites were honest …
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If websites were honest …
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Mordor Call Center
✓ Evil Sauron ✗ No idea
2. Which department is responsible?
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Mordor Call Center
✓ Evil Sauron ✗ No idea
✓ Mount doom ✗ No idea
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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?
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Mordor Call Center
✓ Evil Sauron ✗ No idea
✓ Mount doom ✗ No idea
3. What do you need for your quest?
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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 ...
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It’s clear we have a
problem
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… or did it happen
already?
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Meet Tony Hsieh,
CEO of online shoe
retailer Zappos
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The business model
✓ Free shipping.
✓ Free returns.
✓ 365 days returns.
75% sales from
repeat customers.
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The customer
service is
located on the
highest floor of
the building.
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... and the CEO
sits right in the
middle of it.
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Human resources
✓ Seeking cultural fit.
✓ 1 month training
focused on culture.
✓ $ 3000 as a bribe
to quit the job.
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Employee motivation
✓ Assign responsibility.
✓Give them a budget.
✓ Give people a voice.
✓Allow people to be
as they are.
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So why do we
care?
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Loyalty Steven, satisfied customers, that’s the thing
What they tell you it is all about ...
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Money, money, money!
What it is really all about ...
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Because an accountant
won’t make the difference.
Profits from a happy
customer looks just the
same as profits from an
unhappy customer.
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Departments are still all
too often accountable
for their results.
Not how they achieve it.
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And we suck at measuring satisfaction.
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Traditional surveys
are too long and
waste the time of
the customer.
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They often get lost as
a report in an
archive, instead of
changing behavior.
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Most surveys are
anonymous,
making it impossible to
close the loop.
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In B2B the surveys are often completed by
administrative clerks who can’t give relevant
feedback instead of key decision makers.
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The surveys are written
in the language of
the researcher and
confuse the customer.
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The results are easily gamed and
manipulated to make the reality
look better than it actually is.
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So is there a
solution?
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Say hello to NPS
the new customer
satisfaction hero.
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Net
Promoter
Score
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On a zero-to-ten scale, how likely is it that you
would recommend us to a friend or colleague?
Just one question matters:
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Which leads to 3 types of customers:
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The promoters, who give a 9 or 10
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Promoters
generate 80% of
the positive
word of mouth.
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“Do what you do so well,
that people can’t resist
telling others about you.”
- Walt Disney
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Promoters have a
higher annual spend
and are less
price sensitive.
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The passives, who give a 7 or 8
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An average score of 7 or 8? That’s awesome Steven!
I once heard:
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NOPE
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Passives got what
they came for.
No more no less.
Once done with
you, they will find
another company.
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The detractors, who give a 0 to 6
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Detractors cause 80% of the bad mouthing to friends
family, colleagues or anyone who will listen.
(social) media anyone?
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Increasing
service costs by
reporting problem
after problem.
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Detractors consume
more customer-
service resources
and demotivate.
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But it’s not all
BAD
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“Your most unhappy
clients are your greatest
source of learning”
- Bill Gates
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So let’s dream …
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And remember a time
when companies knew
our grandparents’ names
and preferences.
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Whether we like it or not:
employees and
customers need each
other to be happy.
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It’s a love story.
One yet to be told
by many companies.
But not an impossible one.
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Check out these amazing books
at www.amazon.com
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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