The PMG Connect - July 2006
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News, ideas and information for contact centres

The PMG Approach

We focus on building sustainable peak performance within the whole of contact centre organisations; their people, operations and technology.

We facilitate this through cultural transformation with individuals and teams, resulting in achievement of their goals and measurable performance improvements.

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www.peoplematrixgroup.com

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People Matrix Group
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Tel +61 3 8530 2000
Fax +61 3 9530 2094

info@peoplematrixgroup.com

The PMG Connect - July 2006

PMG supports Cultural and Performance Improvement at KAZ

Between October '05 and May '06, KAZ engaged People Matrix Group (PMG) to support them as part of an overall program of work within KAZ to improve the customer satisfaction with the service they provide to over 600 callers per day.   PMG undertook the challenge to support the National Service Centre in its quest to achieve its desired goals...

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From Pain to Gain. Converting Complaints – PMG’s most requested development workshop.

Converting Complaints is the most requested of all the PMG stand alone workshops.  It seems that for contact centre management and staff the emotional toll and resulting costs of staff burn-out are so high that there is more demand for this type of staff development than for direct income producing areas such as sales.  On closer analysis this should be no surprise...

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Contact Centre Catastrophies

After receiving a bill for a deceased relative’s credit card, a family member called the bank to sort out the charges.  The relative died last January, and the bank had billed her for February and March annual service charges, and then added late fees and interest on the monthly charge.
 
The balance had been $0.00, and was now approximately $60.00.  The call went like this:

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PMG supports Cultural and Performance Improvement at KAZ

Between October '05 and May '06, KAZ engaged People Matrix Group (PMG) to support them as part of an overall program of work within KAZ to improve the customer satisfaction with the service they provide to over 600 callers per day.   PMG undertook the challenge to support the National Service Centre in its quest to achieve its desired goals. We did this by implementing a customised Exceptional Service Program beginning with an intensive needs analysis and research of the centres identity; beliefs, behaviours and capabilities. The analysis and research gathered provided us with enough information and evidence to understand what was truly needed and desired by the business to support the centre to reach its goals.

We then designed and customised a series of identity, skills and performance improvement workshops and coaching sessions which involved the participation of the Management team and Analysts. National Incidents Manager, Martin Tregale, said one of the reasons why KAZ selected PMG for this implementation was that “The program was tailored to our environment. The up-front investment by PMG in understanding our business before rolling out the workshops and coaching sessions ensured the Facilitators had credibility with our people through using real examples from our day to day business."  

The PMG Exceptional Service Program was selected because of the integration of cultural transformation, behavioural and performance modification methodologies and tools that provided an accelerated approach to developing the skills of the centre’s staff which would meet the immediate expectations of its largest clients. PMG’s ‘5 Star Service Model’ was the key communication tool and process for achieving improved customer satisfaction and service levels. This tool was integrated into the centre’s QCM (Quality Call Monitoring) criteria to ensure the integration of sustainable practices supporting the acquired beliefs, behaviours and capabilities staff developed during the workshops and coaching sessions.   

Communication and reports from PMG outlined ongoing staff feedback and ratings of the program as well as insights into issues raised anonymously by staff during the program. These issues were addressed by management and escalated for action as part of the program implementation. 

The result: “Not only are we now providing quality service in resolving faults at the front line, but also incorporating the human factor and making the customer feel important and significant” (Kaz Management).

This article is an excerpt from a Case Study “Improving Customer Satisfaction and Service Levels Occurs from the Inside Out” written by Michelle Heriot of People Matrix Group about the KAZ National Service Centre. It will be published in the forthcoming Telcall publication and 2006 annual TelCall Sourcebook.  

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From Pain to Gain. Converting Complaints – PMG’s most requested development workshop.

Converting Complaints is the most requested of all the PMG stand alone workshops.  It seems that for contact centre management and staff the emotional toll and resulting costs of staff burn-out are so high that there is more demand for this type of staff development than for direct income producing areas such as sales.  On closer analysis this should be no surprise.

When staff are equipped with the beliefs, behaviours and tools to manage customer complaints and the psychological effects, there is more likely to be one stop resolution: better for the agent, the customer and the organisation as lower escalation rates are cost effective.  The enhanced job satisfaction for customer service agents means lower attrition rates for the centre.  And complaints which are converted can lead to customers being the best advocates for your organisation.     

A complaint is another opportunity to get it right for that customer.  Since most customers (research tells us upwards of 90%) will not complain but instead spread the word about bad service (statistically telling at least 16 others of their bad experience), an actual complaint is a gift.   The challenge of management is to get their business to make this cultural shift from seeing complaints as a painful experience which they would rather avoid, to using a positive framework.

So what is involved in the PMG Converting Complaints Workshop?  Our 2 day workshop delivered as either a stand alone workshop or as part of the Certificate III and IV in Customer Contact develops and shifts the limiting beliefs that cause unproductive responses to conflict, modifies behaviours to create positive outcomes for the agent, the customer and the organisation. The workshop also develops a range of essential skills supported with the PMG Exceptional Service Model that can be adapted to all service environments and quality call monitoring systems.    

What workshop participants say…
 “I was amazed how much I learned and how it all made sense. I can see how application of the principles learned will enhance my work and life in general.  A really different way of looking at problem solving.” (CSA)

“It dealt with all aspects, not just what to say, but included emotions and feelings.” (CSA)

“I will (now) be able to handle nasty situations on the phone and in my day to day life.” (CSA)

"Our people are now more aware that the way they interact with the customer on the phone is as important to customer satisfaction as providing a solution to their problem." (Manager)

To find out more about how this solution accelerates contact centre performance call us on 03 8530 2000.

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Contact Centre Catastrophies

After receiving a bill for a deceased relative’s credit card, a family member called the bank to sort out the charges.  The relative died last January, and the bank had billed her for February and March annual service charges, and then added late fees and interest on the monthly charge.
 
The balance had been $0.00, and was now approximately $60.00.  The call went like this:

Caller: "I am calling to tell you that (she) died in January.”
BANK: "The account was never closed and the late fees and charges still apply."
   
Caller: "Maybe, you should turn it over to collections."
BANK:    "Since it is two months past due, it already has been."
   
Caller: “So, what will they do when they find out she is dead?"
BANK: "Either report her account to the frauds division or report her to the credit bureau, maybe both!"
   
Caller:   "Do you think God will be mad at her?"
BANK:   “Excuse me?"
   
Caller: "Did you just get what I was telling you . . . The part about her being dead?"
BANK:  "Sir, you'll have to speak to my supervisor."
   
Supervisor comes on the phone:
Caller: "I'm calling to tell you, she died in January."
BANK: "The account was never closed and the late fees and charges still apply."
   
Caller:  "You mean you want to collect from her estate?"
BANK: (Stammer) "Are you her lawyer?"
   
Caller:  "No, I'm her great nephew."  (Lawyer info given)
BANK: “Can you fax us a certificate of death?"
   
Caller:  "Sure." (Fax number is given)
   
After they get the fax:
BANK:   "Our system just isn't setup for death. I don't know what more I can do to help."
Caller:  "Well, if you figure it out, great! If not, you could just keep billing her.  I don't think she will care."
   
BANK: "Well, the late fees and charges do still apply."
Caller:  "Would you like her new billing address?"
   
BANK:  "That might help."
Caller: "Odessa Memorial Cemetery, 1249 Sydney Rd, Plot  Number 1469."
   
BANK: “Sir, that's a cemetery!"
Caller: "What do you do with dead people on your planet?"
   

The moral: As a customer, be sure and cancel your credit cards before you die!
As a customer service provider ensure there are procedures in place for dealing with things as inevitable as death, and empower your staff to use common sense!


Thank you to the anonymous sender of this story.  We would love to hear your experiences as customer or customer service provider.  Please send them to: thepmgconnect@peoplematrixgroup.com

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