Put the Right Person in the Right Seat
Building Block #2 : Match individuals and their basic behavioral styles to your call center roles to drive needed outcomes and ROI. Centers today see that their top performers have similar behaviors and realize the importance of job modeling to attract prospective employees with similar behaviors. Linking the correct role to with the desired behavior ensures the continued growth of each contributor.
Building Block #3: Align real corporate values to required personal values. I'm not talking about the platitudes that hang on the wall, but real, practical values that are performance driven and measured. Measurable values act as the glue to assemble a team of terrific reps and continually cross-functional, highly performing teams.
A call center's core value system incorporates processes that drive quality customer service. It must be a culture of empowerment—one that capitalizes on the specific strengths and knowledge of each individual. And, it must include a formal process review to improve response, quality and partnership.
Align these core values with each individual's personal values, and you raise the performance bar immediately.
Building Block #4: Skill is the only component that is teachable and trainable in any call center. Are you a professional skill training ground for your competition?
Again, emphasis must be placed on looking at the whole person, not just his or her skill sets. Putting the right person in the right seat the first time gets the employee, team and company moving quickly. The employee performs immediately and in a positive direction. The whole employee understands initiatives and the plans to compete—you'll be hiring a workforce that is motivated as well as ready and willing to exceed expectations to win. If centers choose to 'screen in' candidates who are matched behaviorally, yet may not possess the exact skills required, then development plans need to include the particular skill-based training needed for each rep. Behaviorally-matched employees are more likely be motivated and driven to learn the skills they need to be successful.