Upside to the downturn – overqualified CSRs improve service

The Good News: Compared to last year, customers are more satisfied with the service they receive from contact centers. That was finding of CFI Group’s 2009 Contact Center Customer Satisfaction Index (CCSI).

The report attributed much of the improvement with the influx of highly skilled service representatives.

“CSR talent has been positively impacted by poor economic conditions. In the wake of record unemployment rates, turnover has declined, and over-qualified job applicants take positions they would not previously have considered as they wait for opportunities that are more suitable to their skill sets.”

The Bad News: As the economy improves companies will be scrambling to fill vacant positions with the best and the brightest employees they can find. If you are lucky, some of your “windfall” employees will decide to stay on. Many of these talented people will move on to more suitable positions.

The Opportunity: The fact is, we can’t control much of what happens to us in life or the behavior of others. But we do have the power to choose our reaction. While you have these talented people on board, look at it as an opportunity for you to:

• Be generous.
  Remind yourself that an important part of your job is to help your employees develop their talents and abilities. Find out what you can do to help these individuals realize their career goals.
• Be open.
  Solicit their suggestions on what you can do to improve your operation. People are happy to share their wealth of experience and knowledge of best practices. All you have to do is ask.
• Listen.
  Recently hired employees bring a valuable “outside-in” perspective. When they offer an insight, listen — and take notes.
• Be grateful.
  Had it not been for a poor economy you would not have the opportunity to benefit from their positive contributions.
• Add to your professional network.
  If you are impressed with these people, offer to include them in your network of colleagues. Relationships matter.

My Irish grandmother said it best: “When life gives you apples make applesauce.”
Have a good week.