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Warning: Leaders, You May become so
bored by utilizing
this simple yet effective technique
that you won't know what to do with all of
your free time
Learn the Simple Idea I used to
Help Reduce
Absenteeism from 19% to 3%,
Increase
Performance by 168% and
Improve
Quality from 82% to 98.6%
"This is a
Supervisor, Manager or Directors Dream Come
True - This is The Most Effective
Team Building Process
Available"
From the Desk of:
CallCenterCafe.com
Wednesday 9:04 am
I want to share this
simple approach to improving performance.
I stumbled on this process back in 1998 and
have been using it ever since. Funny thing
is that when I use this system,
I can always predict what the result will
be.
It was so simple I was amazed!
I know whatever particular issue or
situation I apply this simple process
to...I can fix it quickly with the PRIDE
Team solution.
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Learn How I
Discovered This Simple Process and
How I used it to My Advantage
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If
you signed up for the 5 part series on
P.R.I.D.E. Teams, you're going to enjoy it
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use the information
immediately to impact your
environment.
As
I mentioned earlier, I stumbled
on this idea in 1998. Right
about the same time I was changing jobs.
My new assignment took me from an internal
call center (owned and operated by the
company that produces the product or
service) to an outsourcing environment
(supports the work for clients.)
What I didn't know is how different the two
worlds were! Well in fairness to both
disciplines...the issues were the same in
both, but much more severe in the
outsourcing world.
I have my opinion
on why, but I won't go into that now (I'll
share that in the mini-series.) Anyway,
back to our discussion...
What Did The Future Hold?
I showed up to work
early on my first day. I wanted to make a
great first impression. After spending
some time with Human Resources and payroll
getting my paperwork together I was ready
to jump into what I was there to do. I
still don't know.
However, the General Manager had other
plans...
He sat me down and
proceeded to tell me his plan. To make a
long story short, the plan was for me to go
home, wait a week, and come back in when
the training class was ready to begin. He
wanted me to take the training class that
the representatives go through to get ready
for the project.
"Hmmmm", I
thought to myself, "I'm going
to get paid for hanging out at home.
I like this job already." Oh, here's
the catch. When the class started I was
asked to dress down and act as if I was one
of the representatives. Not sure why, but
the General Manager said he wanted to make
sure everybody was natural and felt
comfortable. The position I was assuming
was an Assistant Operations Manager, AOM
for short. Maybe he felt I would make
people nervous?
Guess What Happened Next?
The class went
according to plan. We were set to
graduate, have cake, and congratulate each
other before we go live on the floor.
I was called
into the General Managers office...
He proceeded to tell
me that the
Operations Manager resigned
and that
effective immediately I would be
in charge of the project. That was ok with
me. I didn't necessarily like the
Operations Manager; I also thought I was
smarter then him anyway.
What I didn't know was
that this was one of the biggest accounts
for my company and the client was NOT happy
at the moment with the groups'
performance. Come to find out, I walked in
on a 30-day pull the contract
notice and I was already
10-days into it.
Yikes, to say the
least! Quality was piss-poor and we
weren't hitting our Service Level goals.
This was huge to the client.
It Gets Even More Interesting
Nobody knew that now I
was in charge (hindsight being 20/20
the client must have known). I
remember it very clearly. September 19th,
1998, a Monday (the first day after we
graduated from Training). Our Service
Level was running about a 28%
(goal was 85%).
To make matters worst we had our weekly
teleconference with the client that
afternoon.
Well, the previous
Operations Manager was still around, but he
had short-timers disease. I could see it
in his eyes. He was sure glad it wasn't
going to be him on the hot seat for the
call.
Since I hadn't really
been around long enough to gauge the
workforce, I knew I couldn't answer the
simple question: Why was
absenteeism so high today?
Sure enough they asked the question and
everybody in the room for the
teleconference just looked at me for the
answer.
gulp!
My mind raced. I knew
I would have to do some fancy foot work on
this one. Well, I went through the numbers
by shift. See, I knew I would be able
to answer the why
question, but I figured I would have the
facts and figures of sick, vacation, etc
handy.
After going through
the numbers I paused and answered the "why"
question before it was asked. It
went something like this:
"Our service level
is sub-par and our absenteeism is the major
contributor to this result. Unfortunately,
I don't know the answer why it's so high.
I apologize, but I can't tell you. I will
find out and our team will fix it."
SILENCE...
I thought I was going
to die. But apparently it was the right
answer.
Let me explain:
I found out a short
time later the client had never gotten a
straight answer from the previous
Operations Manager and they absolutely
appreciated the honesty of my answer.
In that single moment,
I developed trust with the
client. They knew I would shoot them
straight. Of course, it was now my
responsibility to follow-up and provide
them with the information as to why
performance and absenteeism were in such a
state.
If the answer was a snake, it would've
bitten me
I spent the next
couple of days trying to uncover the root
cause of our Service Level crunch. I
didn't find anything out of the ordinary.
Well, at least I didn't identify one main
answer. I did find some low hanging fruit
- easy things to fix, but they were small.
Surely, they didn't cause all of these
problems?
As I stepped back it
dawned on me. The problem and the solution
were one in the same. If I tapped into the
problem I could find a solution without
even trying. That is the moment I
discovered P.R.I.D.E. Teams.
P.R.I.D.E.
stands for:
People
Really
Involved
in Developing
Excellence
Ok, I know the name is
a little corny, but it's catchy and people
remember it.
I organized the
structure of this process and rolled it out
to the representatives. Let me step back.
Once the process was established I walked
my entire management team through it. I
did this for several reasons.
One:
They were going to need to field questions.
Two: I
needed their buy-in.
Once that was
accomplished I began the process. I
handled the system at first, but after
several months I gave it to my next in
charge.
We solved
every single issue that we had!
Probably the most amazing result we had was
that the longer we ran the P.R.I.D.E.
program, the less issues we had. I didn't
realize this immediately, but
we established a proactive process that
prevented problems from occurring all
together.
What's even crazier is that this system is
so simple to implement and operate.
Anybody can do it.
Fast Forward to 2005
I started my own
consulting firm, primarily focused on
performance management in the Call Center
environment. I started
Interactive Quality Solutions, Inc in
February 2003 to address this huge gap in
performance leadership. While visiting
several centers I noticed similar issues to
those I had experienced a couple of years
earlier.
I decided to re-write
the P.R.I.D.E. System and add all the
things I had learned since I originally
rolled it out. I tested the
process with one of my clients.
WOW! Performance went through the
roof. So, I added some more
important information that I learned and
re-wrote the process again.
You guessed it. I
tested it again with another client. The
results were even better. That was it. I
decided I needed to formulize the system
and offer it as a PDF file..
The news gets better
I
was doing a follow-up with one of my
clients, when we got into a discussion
about the P.R.I.D.E. Teams. He suggested I
offer an electronic format. This would
allow the customer to have immediate
access. Because I would be saving money on
printing and shipping I could sell it for a
reduced price.
I felt this was a
great idea, but what should I charge for
this system? After all, the system is
incredibly easy to implement and requires
very little work to set-up. My original
thought was to charge $97.00. Again, you
have instant access to the information and
it is rather simple to implement.
So I decided to charge $47.
If you act today,
right now, you'll only pay $24.95.
That is a fair price considering that I
save on postage, printing and effort.
My
client thinks that the price is way too
low, but listen, I have been in the
industry for over 19 years and I have made
my mark. I know that if I price it too
high the people who need it the most may
not be able to afford it. So it's
settled. The price is $24.95, and
if you decide to buy it, you'll be able to
download it immediately.
In
addition, I want to throw in a couple of
bonuses to re-force your smart decision to
purchase today.
Act
immediately and receive the following
bonuses
Bonus One:
Specific templates I used to
start and implement the entire
system. Just use these to roll out
your system --you will be completely
delighted. They are designed to
improve your implementation and
performance process. This is valued
at: $47.00
Bonus Two:
Performance Management Process.
Create a closed loop process with
your teams and your group. This
process creates accountability at all
levels in your organization. I
actually sell this product on another
site. It is valued at: $67.00.
Bonus Three:
Complete email support for one full
year. You can ask me any questions.
I will provide tips and tactics I
used as a Call Center professional.
Value $97.00.
The bonuses
combined are worth over $211.00. But
these are yours as an incentive if
you act today.
You can't lose with our 100%, ironclad,
money back guarantee
I
am so confident that "P.R.I.D.E.
Teams" will do everything I
claim and so much more, that I want to make
sure you are 100% satisfied with
the materials you receive.
That is why I offer a 100%
ironclad, money back guarantee.
If you decide for any reason that these
materials don't do what I say they will,
your money will be returned.
I know you will be
absolutely delighted with this information,
so I really don't worry about this
guarantee. By the way, these bonuses are
yours to keep even in the unlikely event
you decide to take advantage of our
ironclad money back guarantee.
Here's how to order right now!
Complete The No Risk,
Secure Acceptance Form
Instant Access - Get Yours
Today
To Your Success!
Sincerely,
Greg Meares
PS -
Tap into your
most valuable resource, your
representatives. P.R.I.D.E Teams focus
finding methods for improvement by seeking
the answers from the people who do the job
every day. The program creates involvement,
strengthens commitment to the company and
opens communication gateways.
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