Become the CEO

An Employee Excitement Strategy

Cathy Honor

Senior Vice President, Global Contact Centres RBC

Agenda

1. Case Study – RBC Advice Centre

2. Leadership Formula

3. Become the CEO - Leadership Secret 7 List

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1. Case Study

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Employee Excitement Strategy: “Attract, Develop, Excite and Retain the best people in the industry”

2013 Contact Centre Challenges

1. First year turnover almost 70%

2. High Short Term Disability Rates

3. Long Training yet No “Expert

Advisors”

4. Employee Engagement Flat

5. Lost Leadership in Customer

Experience

6. Negative Sales Growth

2

Employee Excitement

Increase EOS Scores

Goals

Start of Project:

71.4%

Today:

Start of Project:

<1% (3)

Today:

Start of Project:

~10 months

Today:

Start of

Project: 9.9%

Today:

$$ Cost MM

Reduce Attrition Reduce

STIP/Absences Improve time to

Proficiency

Increase # of

Experts (Senior

Advisors)

$$ Revenue MM

1. Case Study: Shared Accountability & Goals

I have a sense of

purpose, my work is

meaningful

I feel successful and

capable in

my role

My compensation

expectations have

been met

My manager knows

me, cares about me

understands me

I can see my

career path

My hours/my shift

works for me

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1. Case Study - What We Did

Shared Accountability

and Goals

Recruiting

Modular Training

Branding and New

Titles

Advice Academy Mentors

Role Design- Career

Development Path

Authentic Leadership

Training

New Absence

Management

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1. Case Study – New Titles/Careers

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Employee Experience

PEOPLE

Client Experience

LOYALTY

Shareholder Value

PROFITS

BRAND AMBASSADORS

• Employee Engagement

• Retention

• RAVING FANS – LTR/NPS

• Products / Client

$$$$

Business

Performance

2. A Leadership Formula

“Customers will never love a company until the employees love it first !”

Simon Sinek

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A Secret ….

What has the single biggest

impact on

Employee Engagement?

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Great Organizations Begin with Great Leaders!

Leadership Excites or Energizes People to Exceptional

Performance.

LEADERSHIP!

Definitions: “A leader is someone who has followers”

“A leader motivates and inspires to pursue common vision or goals" 8

High

Leadership

High

Management

Spec

Team Leader

Manager

VP

SVP

CEO

Director

Higher You Go More Leadership Needed

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Management vs. Leadership

• Manage the Present

• Keep Operations Running

• Performance Management

• Procedures/Process/Workflow

• Mastering Change

• Building the Future

• Inspire Vision and Purpose

• Drive Passion, Excitement

• Defining and inspiring change

• Talent Succession Planning

Man

ag

em

en

t L

ead

ers

hip

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1. Inspire Purpose and Vision

2. Great Servants

3. Integrity and Trust

4. Caring

5. Great Listeners

6. Passion and Enthusiasm – Build It!

7. Role Models – Walk the Talk

3. Leadership Secret Seven

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Does everyone on your team understand the purpose of your team/business and how they contribute? What are you doing as a leader to communicate and inspire your Vision? What excites them to come to work?

Secret #1- Inspire Purpose and Vision

“You get the best efforts from others not by lighting a fire beneath them

but by building a fire within.” Bob Nelson

Director First Impressions

Chief Compassion Officer

Loyalty Guru

Chief Imagination Officer

Chief Innovation Officer

Brand Ambassador

CSR, Reception

Claims

Pricing, Client Strategy

Marketing

IT

EVERYONE

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• As a Leader – Your Single Biggest Client is your Employees!

• You work for them – enable them.

• Great Leaders are great Servants.

Secret #2- Great Servants

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• The first job of the leader is to inspire trust.

• Without trust there is no commitment – without commitment there is no company.

• Promise Keeping – breaking promises erodes trust. Each time you don’t return a phone call or miss a meeting you erode trust.

• Trust = Speed – Cost.

• Low Trust Organizations = Redundancy, Bureaucracy, Politics, Disengagement, Turnover, Churn and Fraud.

Secret #3 – Integrity and Trust

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Secret #4 - Care

“People Don’t Care How Much You Know Until

They Know How Much You Care.” Theodore Roosevelt

• Management Relationship is the number one driver of Employee

Engagement. Deeply connect to your followers.

• Only when they know you care about them as people, will they follow.

• Consistently Compassionate – consistently show kindness to your

team. (Little is done under spirit of fear). Random Acts of

Kindness/Caring.

“From Managers of Metrics to Leaders of

People…taking responsibility for lives not numbers.” Simon Sinek

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Secret #5 – Great ListeListeners

• Aggressive Listening – Mark of respect. Listen with intent to

understand not respond.

• Humans listen at a rate of 500 words per minute yet we speak at the

rate of 100-125 words per minute. With all that space left, our minds

wander.

• Take Notes.

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• Personal intensity drives organization’s intensity X 100!

• Two Types of People.

• Sense of energy, optimism and hope you have will be contagious.

• Can’t do great things if not thinking great thoughts.

• Can’t energize others if you are drained and tired.

Secret #6 – Passion and Enthusiasm

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• Make time to Energize yourself.

• Focus on what matters. Neglect the unnecessary.

• Manage your time - don’t let time manage you.

• Manage the basics - voicemail, e-mail, meetings on time.

• Schedule what is important – listening to calls, round tables, performance management, team meetings … or other people’s priorities get scheduled.

• Time for Strategic thinking, preparation and planning, personal development and developing people.

Manage Your Energy and Time

“Fear less, hope more, eat less, chew more, whine less, breathe more, talk less,

listen more, hate less, love more, and all good things are yours.”

Swedish Proverb

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Secret #7 – Role Models – Walk the Talk

• Never take for granted the awesome power of your

example. People watch you.

• No Victimitis: Two Choices: “Curse the darkness

or light a candle and show up as a leader.”

• Model Great Relationships.

• Quality of life comes down to quality of relationships.

• When you are rude to an employee – permission to be rude

to someone else.

• When you are late for a meeting - you silently say that

punctuality is not important – that their time is not

important.

• Smile, say hi, practice random acts of caring

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The Power of your example

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“Chief Excitement Officer”

What are you Accountable For = Excitement

Start with You - The CEO

Shareholders: Excited to invest in your business, department, product.

Clients: Excited to buy your products and give you loyalty.

Employees: Excited about coming to work every day.

Become the Change You Want to See!

Ghandi

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