News
BARBARA's NEW BOOK
The Napkin, the Melon & the Monkey: A Customer Service Fable
The book is the captivating story of Olivia, a young, stressed out customer
service representative working in a utility call center. On the verge
of getting fired for fighting back when customers vent their anger at
her, she takes the advice of the call center's wise woman, Isabel. The
ancient secret she learns gives her the key to living a happy life.
In ten succinct chapters, Olivia discovers 22 Aha!s that transform her
life.
Because the book is about a CSR working in a call center, service reps and supervisors love it. Call centers are using the book to inspire and motivate front line employees; build healthy teams; train supervisors; improve retention; and improve key metrics.
To purchase the book and obtain information about how call centers are using its empowering philosophy to "make a difference" in their center, go to the web site: www.napkinmelonmonkey.com/. The book is not currently available in book stores.
TURNOVER REDUCTION PROJECT
High turnover does not have to be the "cost of doing business" for a call center.
Much of agent attrition is preventable by the front-line supervisor -- if they have the right skills and tools.
Alliance Data, one of the largest business process outsourcers in the US, is conducting an innovative training process for supervisors that focuses on improving the level of job satisfaction and engagement of their CSRs.The Make a Difference Supervisor Development program utilizes the fable book, The Napkin, the Melon & the Monkey, as the tool for the company's 21 supervisors to use to create a stronger bond with their reps and improve key metrics.
The supervisors received their training in December 2007. Within a short time call center morale improved and controllable attrition began to decline. Besides a significant drop in turnover, the company expects to see an improvement in quarterly Employee Engagement Surveys, fewer attendance problems, and better call quality scores. For more information about the project and an update on results throughout 2008, contact Barbara.
