If you call a contact center, who would you rather talk to: an employee that seems to be worlds apart from you or an employee that speaks and thinks just like you? We’re going to take a wild guess and say you opt for the latter. ‘Local for local’ is an important motto within contact centers, as people feel more comfortable talking to someone who speaks in the same dialect or is from the same region. It is less threatening, and experience teaches us that satisfaction rates are much higher if contact centers take this into account. Now, why is Visual Management indispensable in this regard?
Matching profiles: your starting point
What is better: talking to as many customers as possible or lowering the number while increasing customer satisfaction? Of course, reducing calls and enhancing the hit rate is the most sensible thing to do. Missing out on a few customers is not as bad as leaving them disappointed after a conversation. As usual, quality trumps quantity.
It’s essential that you keep track of matching profiles in connection with hit rates. What is the current status? The team on the work floor should always be able to see how many customers have been approached by employees with a matching profile. If you also show them the current conversion rate, the interrelation between these two elements instantly becomes clear.
Benefits of real-time visual insight
With Visual Management, you can turn this into gamification, showing employees the current percentages in real time in a playful and easy-to-understand way. This will undoubtedly lead to a more fun, motivated team and better results. After all, if employees understand that there’s a high success rate because customers identify with them at a personal level, they grow more enthusiastic about their jobs. Moreover, it’s nice to talk to someone who is just like you – that goes for the customer and for the employee.
Finally, Visual Management allows everyone to keep an eye on the numbers and relevant messages: if employees notice they’re constantly talking to people from different regions and they see hit rates drop simultaneously, they can alert their manager right away!
Want to know more about human engagement and Visual Management? Please don’t hesitate to contact us. We’d be happy to perform a Quick Scan and discuss your opportunities.