let's stay together - hiring for keeps in a candidate-driven market

#CustomerEffort

Hiring for KEEPS in a Candidate-Driven Market

Selecting The RIGHT Employees To Deliver Low-Effort Service

RICK DELISICo-Author “The Effortless Experience”

What is your company doing to reduce customer effort?

72.8%System and process improvements

People-relatedinvestments

That SEEMS like the right approach…

Companies

27.2% Feel

72.8% Do

CustomersCompanies

27.2% Feel

72.8% Do

Customers

34.6% Do

65.4% Feel

Companies

27.2% Feel

72.8% Do

Ironically, in a world driven by

technology...

Ironically, in a world driven by

technology...

...your people matter more than

Front Line Rep

How may I help you?

YESTERDAY

. . .!!

YESTERDAY

Have you TRULY re-thought your front line talent strategy?

The factory of sadness

What kind of rep best meets the

needs of today’s customers?

attitude

service oriented

empatheticlikes helping others

efficiency

passionate

intellectual

altruistic

organized perfectionist

knowledge workeropenminded responsive

likes challenges

quick thinkerhard working

dependable

life experienceright

softskillscaring

good communicator

problem solver

innovativepeopleskills

confident

positive quick learner

outgoingarticulate

decision makerworks with gray area

high EQ

extroverted

conscientious

complex thinker

engaging

match personality of the caller

motivated like fast paced

independent thinker

the human factor

analytical

proactive

adaptablewillingness to learn

self-startercritical thinker

can work in ambiguity

like working with different customers

workethic

don’t always follow rulessmart

emotionally distant from customers

trustworthy

sense of purpose

receptiveambitioushappy

steady

friendlyintegrity

flexiblethinks outside the box

mature

good listener

service oriented

efficiency

passionate

intellectual

altruistic

likes challenges

dependable

softskillscaring

good communicator

problem solver

confident

outgoingarticulate

high EQ

extroverted

conscientious

complex thinker

engaging

independent thinker

the human factor

analytical

proactive

workethic

trustworthy

sense of purpose

steady

friendlyintegrity

mature

good listener

attitude

service oriented

efficiency

passionate

intellectual

altruistic

likes challenges

dependable

softskillscaring

good communicator

problem solver

confident

outgoingarticulate

high EQ

extroverted

conscientious

complex thinker

engaging

independent thinker

the human factor

analytical

proactive

workethic

trustworthy

sense of purpose

steady

friendlyintegrity

mature

good listener

attitude

service oriented

efficiency

passionate

intellectual

altruistic

likes challenges

dependable

softskillscaring

good communicator

problem solver

confident

outgoingarticulate

high EQ

extroverted

conscientious

complex thinker

engaging

independent thinker

the human factor

analytical

proactive

workethic

trustworthy

sense of purpose

steady

friendlyintegrity

mature

good listener

attitude

service oriented

efficiency

passionate

intellectual

altruistic

likes challenges

dependable

softskillscaring

good communicator

problem solver

confident

outgoingarticulate

high EQ

extroverted

conscientious

complex thinker

engaging

independent thinker

the human factor

analytical

proactive

workethic

trustworthy

sense of purpose

steady

friendlyintegrity

mature

good listener

attitude

service oriented

efficiency

passionate

intellectual

altruistic

likes challenges

dependable

softskillscaring

good communicator

problem solver

confident

outgoingarticulate

high EQ

extroverted

conscientious

complex thinker

engaging

independent thinker

the human factor

analytical

proactive

workethic

trustworthy

sense of purpose

steady

friendlyintegrity

mature

good listener

attitude

Methodology

#CustomerEffort

Job Seekers:

ContactCenter Reps:

The Hard Worker

I take care to follow rules and procedures.

I like working with numbers.

I persist until the job is done to meet deadlines.

The Hard Worker

The Empathizer

I like to spend time helping other people with their problems.

I try to understand motives and behavior.

The Empathizer

The Innovator

I prefer variety.

I behave differently depending on the situation or person.

I like generating new ideas.

The Innovator

The Accommodator

I believe what others say.

I enjoy others’ company.

I involve others in decision making.

The Accommodator

The Controller

I am talkative.

I make my strengths known.

I freely express opinions.

The Controller

The Competitor

I like to compete against others and win.

I am a fast decision maker.

I like to change other people’s views.

The Competitor

The Rock

I tend to feel relaxed.

I expect things to turn out well.

I am difficult to offend.

The Rock

The Accommodator

The RockThe Controller The Competitor

The InnovatorThe EmpathizerThe Hard Worker

Currently in Seat Prefer to Hire? BEST at Low-Effort Service

Hard Worker • 20%

Controller • 15%

Empathizer • 32%

Rock • 12%

Accommodator • 11%

Innovator • 9%

Competitor • 1%

Controller • 2%

Empathizer • 42%

Innovator • 18%

Rock • 15%

Hard Worker • 11%

Accommodator • 6%

Competitor • 6%

Hard Worker • 20%

Controller • 15%

Empathizer • 32%

Rock • 12%

Innovator • 9%

Competitor • 1%

CONTROLLER

Empathizer

Accommodator

Innovator

Hard Worker

Controller • 2%

Empathizer • 42%

Innovator • 18%

Rock • 15%

Hard Worker • 11%

Accommodator • 6%

Competitor • 6%

Hard Worker • 20%

Controller • 15%

Empathizer • 32%

Rock • 12%

Innovator • 9%

Competitor • 1% Competitor

Percentile Low- Effort Performance

Overall Average: 50th Percentile

Empathizer48th percentile

Controller60th percentile

When you reallyneed help…

…who would you rather deal with?

The Empathizer The Controller

Warm, friendly, caring, professional

Takes control by“owning” the problem

AND the solution

Focused on Providing a Great EXPERIENCE

Focused on Providinga Great OUTCOME

Takes control by“owning” the problem

AND the solution

The “NEW” Empathy

CONTROLLERS:How would you describe the difference between

you and your colleagues, when it comes to handling

customer issues?

“I understand what people actually

need, so they get results quickly.”

“It’s about taking the lead to help

customers figure out what they need.”

“I like to guide people and take

control to ensure everything is going well.”

“It’s about taking the lead to help

customers figure out what they need.”

Controllers are wired to deliver a low-effort

experience.

How do I hire more Controllers into the

service organization?

How do I teach my non-Controller reps to do things that come

naturally to Controllers?

How do I teach my non-Controller reps to do things that come

naturally to Controllers?

Traditional Skills What Controllers Do

Traditional Skills

Soft Skills

What Controllers Do

Traditional Skills

Soft Skills

Experience Engineering

What Controllers Do

Traditional Skills

Soft Skills

What Controllers Do

Traditional Skills

Soft Skills

NIAFCR

What Controllers Do

Traditional Skills

Soft Skills

NIAFCR

What Controllers Do

Consistent Service

Traditional Skills

Soft Skills

Tailored Service

What Controllers Do

Consistent Service

CULTURE

CLIMATE

CULTURE

A Climate of Compliance

A Climate ofNetwork Judgment

In a Network Judgmentclimate, reps:

Learn from their Controller

Share what they have learned

with peers

Share what they have learned

with peers

Apply what they have learned to

create a low-effort experience

Network Judgment Climates are rare...

Only 9% of reps describe their work climate as one of Network Judgment

Network Judgment Climates are rare...but powerfulNetwork Judgment climates deliver 50% better performance than the average contact center

Contact Center, Customer Service Specialist

At Alpha, our people truly make a difference in the lives of our customers and our local communities and in the success of our company. Alpha employs more than 9,000 people worldwide. With a culture that rewards performance and promotes from within, Alpha offers challenging career opportunities across multiple locations and various lines of business. This position is responsible for providing highly responsive and quality service to customers through the use of multiple system applications, administrative processes, and operational tools. Candidates will possess proven interpersonal, communication, and customer service skills to ensure a high-quality customer service experience. Principal Duties and Responsibilities: • Work an eight-hour shift between 8:00 a.m.-8:00 p.m., Monday through Friday.• Meet expectations of the quality and productivity standards established for the skill supported in the

contact center.• Be an effective team player; contribute to individual and team goals in order to successfully achieve

highly responsive, customer-focused service goals that result in high customer satisfaction. • Respond to telephone and e-mail service requests with timely and accurate information. • Work collaboratively with our business partners to provide solutions for customers.

Candidates will possess proven customer service skills...

...challenging career opportunities...

...be an effective team player...

...respond with timely and accurate information...

Job Description

Job Posting

Are you right for the position?

Attract Right-Fit Candidates…

We’re hiring people who are dependable to their core and have the grit and tenacity to work hard even when the going gets tough

Are you right for the position?...if you excel at planning long road trips, we bet you have the right stuff...

Attract Right-Fit Candidates…

Attract Right-Fit Candidates... And Deflect Poor-Fit Candidates

...this job isn’t for the faint of heart. You won’t always have the right answer, but you’re up to the challenge...

...if you think you’re tough enough AND sweet enough, apply now. We can’t promise it will be easy...

Attract Right-Fit Candidates... And Deflect Poor-Fit Candidates

You can only hire from among those people who

are willing to apply…

But there are SO many things you can do to attract

(and hire!) more Controllers.

Controllers are wired to deliver a low-effort

experience.

Can you spot the difference?

“Factory Worker” Environment

“Knowledge Worker” Environment

The difference isn’t how your people look…

…it’s how YOU see them.

@CEB_Effortless

cebglobal.com/effortless

The Effortless Experience by CEB

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