How to Fix A Disastrous Contact Centre: Part 1

The call centre is a disaster. Staff are unmotivated and somewhat aggressive. It's a toxic and rebellious culture. Attrition is exceptionally high. Poor leadership. Customer Satisfaction is at an all-time high. First Contact resolution is under 50%, and Average Handling Time is a runaway of 360 seconds, 40% over target.

We asked two independent CX contact centre consultants form the UK and US to pitch their respective recommended strategic interventions to fix the toxic contact centre.

UK CONSULTANT’S SOLUTION

Ladies and gentlemen, it is abundantly clear that our call centre is currently in a state of disarray. This toxic culture, unacceptable attrition rates, and abysmal performance metrics cannot be allowed to persist. I am here to implement a rigorous and unyielding plan to restore order and achieve excellence.

First and foremost, we must address the root cause: leadership. Strong, decisive leadership is the cornerstone of any successful organisation. I will be conducting a thorough and uncompromising review of our management team. Those who lack the requisite skills or the unwavering commitment to our mission will be expeditiously replaced. We require leaders who exemplify our core values of discipline, dedication, and an unrelenting pursuit of excellence.

Meticulous training

We will implement a comprehensive and meticulous training programme to address the egregious issues of staff motivation and aggression. This programme will focus on customer service excellence, conflict resolution, and professional comportment.

Staff members will be re-educated on the paramount importance of their roles and their profound impact on our customers. Performance will be rigorously monitored, and positive contributions will be generously rewarded, while negative behaviour will be met with swift and decisive action.

High attrition rates are unacceptable and must be halted immediately. We will introduce robust retention initiatives, including competitive compensation packages, unparalleled career development opportunities, and a supportive work environment that fosters respect and recognition for every team member. A healthy and respectful work culture is not merely desirable; it is essential.

Customer satisfaction

Our customer satisfaction levels will only improve through a relentless focus on First Contact Resolution and the reduction of Average Handling Time). I will enforce strict adherence to meticulously crafted call scripts and protocols, ensuring consistency and efficiency across all interactions. Additionally, we will deploy advanced analytics to identify and eliminate bottlenecks in our processes, ensuring a seamless and efficient customer experience.

Furthermore, we will establish a zero-tolerance policy for any form of unprofessional behaviour. This will be communicated clearly and enforced without exception. Our employees must understand that they are the face of our organisation and must always conduct themselves with the utmost professionalism.

This is not a time for half-measures or equivocation. We will restore this call centre to its rightful place at the pinnacle of customer service. Failure is not an option. With resolute determination and an unyielding commitment to excellence, we shall prevail.

By Rod Jones, Specialist CX and BPO Consultant & Owner of Rod Jones Contact Centre Consulting