use your call center agents to their full potential

February 2014 | Good health is contagious

USE YOUR CALLCENTER AGENTS TO THEIR FULL POTENTIAL

USE YOUR CALL CENTER AGENTS TO THEIR FULL POTENTIAL

IMAGINE A CALLCENTER FILLED WITH HAPPY STAFF WHO LEAVE EVERY CUSTOMER SATISIFIEDFOR SOME COMPANIES IT’S ALREADY REALITY


1. CALL CENTERS AND HEALTH2. THE ISSUES3. OUR SERVICE4. HAPPY AGENT FOR HAPPY CUSTOMERS

SUMMARY


CALL CENTER AGENTS : A POPULATION SUFFERING

CALL CENTERS AND HEALTH ISSUES

• 39 % OF CALL CENTER OPERATORS SHOW SIGNS OF MENTAL DISTRESS*

• A SENDENTARY POPULATION WITH OVERWEIGHT UP TO 68% OF CASES*• WEIGHT GAIN OF 0,9 KG PER MONTH*

• A POPULATION SUFFERING**• 96 % OF THE CALL CENTER AGENTS DECLARE TO HAVE FELT AN IMPORTANT PAIN• 27,5 % «ALL THE TIME» • 48,0 % «OFTEN»

• A VERY ELEVATED PSYCHOLOGICAL DISTRESS • 50 % OF THE CALL CENTER AGENTS WHO ANSWERED THE QUESTIONNAIRE PRESENTS A HIGH LEVEL

OF PSYCHOLOGICAL DISTRESS.• THEY ARE TWICE MORE NUMEROUS TO SHOW THE SYMPTOMS OF A HIGH PSYCHOLOGICAL DISTRESS

THAN WHITE-COLLAR EMPLOYEES IN THE REGION OF QUEBEC (24,3%).

* INRS survey** INPES-Quebec-12 months study


II. THE ISSUES


Healthier agents, for a better customer experience

1. GROWING OF HEALTH AND PSYCHOLOGICAL STATE OF THE CALL CENTER AGENT TO OFFER A BETTER SERVICE.

2. DEVELOP LOYALTY OF THE CALL CENTER AGENTS AND LIMIT THE TURN OVER.

3. IMPROVE THE PRODUCTIVITY WHILE PROTECTING THE HEALTH OF THE CALL CENTER AGENTS.

4. CREATE SOME DIFFERENTIATION IN A TRIVIALIZED MARKET.

5. FEED AN IMAGE OF RESPONSIBLE AND COMMITTED COMPANY.

THE ISSUES


III- AGENT EXPERIENCE AT THE FOREFRONT

Madness, is when you behave the same way and

expect different results.

Albert Einstein


Tiredness : visual

auditory

Pain / Stiffness

Stress / MoodConcentration

Performance

Addictions

Nutrition The health course

allows to accompany the call center agent in the various moments of the working day and to

help him to manage better its work.

HAPPINESS CENTER THE HEALTH COURSE


-Deliver to the call center agents all the keys (practical and theoretical) needed to feel « good at work »

Propose a daily health course integrated into the working hours,

anyywhere any time

Have all the elements (theoretical & practical) to manage their health during transport and make it active time

1

3

2

HAPPINESS CENTER OBJECTiVES


HAPPINESS CENTER GENERAL PRINCIPLE : A LOGIC OF « TIMELINE »

In transportation

Breathing

Relaxation & Stress

management

Sleep

Physical activity

Prepare for work

Relaxation

Breathing

Action neck pains

Action back pains

Manage fatigue

Manage motivation

Relaxation / laugh

Drink

During breaks

Nutrition

Sleep pause

Relaxation

Stretching

Addictions : coffee/ tabacco

During calls

Beginning of the journey Working time Return

In transportation

Le retour

Relaxation & Stress management

Sleep

Physical activity

Relaxation


ADVICE TAILORED TO THE ENVIRONMENT AND USESHAPPINESS CENTER

- PROPOSE A METHOD OF AUDIO CONSULTATION TO PROMOTE ACCESSIBILITY AND DISCRETION

- TO PROVIDE VIDEO TO ACCELERATE AND FACILITATE THE HANDLING OF COACHING

- ENCOURAGE THE USE OF GAMES TO STIMULATE AND ENTERTAIN THE CALL CENTER AGENT.


Workshop 0

Initial assessement with information for

customization : - Time and method

of rout- Working hours

- Health questions

Presentation of the program

Registration Assessment

HAPPINESS CENTERA PERSONALIZED COURSE FOR THE CALL AGENTS

Wellness at work

The program issues

Word of the managingdirector

Registration :Login, Code

Video of demonstration of the program

Act

Presentation of a coach

Presentation / choice photo / music

Presentation next workshop

Welcome and registration


HAPPINESS CENTER ON THE GO


A SUSPENDED, NON-COMPRESSIBLE TIME, WHEN THE INDIVIDUAL IS FORCED AND FORCED.

TRANSPORT TIME IS A TIME FOR YOURSELF, AVAILABLE WHERE INDIVIDUALS CAN RECONNECT TO ITSELF.

ACCOMPANY THE TRAVELER IN A LOGIC OF « INDIVIDUAL SERVICE OF WELL-BEING » TO PREPARE BETTER ITS DAY.



PERSONALIZED CONTENT OFFERED BY THE INITIAL PROFILING OF THE CALL

CENTER AGENT.


In transportation

Breathing

Relaxation & Stress

management

Sleep

Physical activity

Prepare for work

Relaxation

Breathing ; breathing lessons conventionally and abdominal breathing

Relaxation : exercises simple to realize discreetly in seated position or up

Sleep : learn flash sleep to recover in seconds

Physical activity : take advantage of the route to make of the physical activity

Prepare : how to motivate yourself too approch this day in the best possible conditions

Relaxation : the one or two positive news in the ambient gloom


Normal breathing Abdominal breathing

HAPPINESS CENTER For Better Agent Experience in Contact Centers, Press 1

BREATHING IS THE FIRST ACT OF WELLNESS

TWO SIMPLE EXERCISES TO START THE DAY


PROPOSE TO THE USER TO CHANGE HIS PHYSICAL HABITS ACCORDING TO ITS TRANSPORT PATH.

EXAMPLE OF ACTIONS OR PHYSICAL CHALLENGES

HAPPINESS CENTER

1’30’’ 1’30’’ 3’00’’ 1’30’’ 1’30’’ 2’00’’

1’10’’ 1’10’’

Proposed action : Favor staircases to escalators

Proposed action : do not take the escalators

Proposed action : go down a station before the scheduled and walk

Proposed action : do not sit and stand

Proposed action : do not sit and stand

Education : information on the benefits of physical exerciseProposed action :Compose your program


HAPPINESS CENTER IN « LOGGED » POSITION


HAPPINESS CENTER Current position, logged, the concept of FLASH BREAK

Depending on the context :number of calls, time of leaving, call duration …

Custom messages Micro breaksAppropriate adviceFlash relaxation

Alerts with release of themessage, the flash break

Personalized intervention adaptedto the profile of the call center agentand stress level


HAPPINESS CENTERAnticipate to better predict

Pain / Back stiffness, wrist

Visual / auditory fatigue

Stress / mood disordersS

EL

F-

EV

AL

UA

TIO

N 1 2 3 4 5 6 7 8 9 10

1 2 3 4 5 6 7 8 9 10

Anticipate signs indicating « overload »

1 2 3 4 5 6 7 8 9 10

Allows to straighten the advice and their frequency


HAPPINESS CENTER A DAILY PRESENCE – ANYWHERE - ANY TIME

Flash sleep

Methods of concentration

Relaxation

Fight against stress

Breathing

Laughing : The word /

saying of the day

Relaxation : photo of the

day 45 seconds of

music

Stretch lumbar and

cervical

Get up

Check his sitting

position

Moment of silence

Technique of visual break

Visual / auditory fatigue

Pain, lumbar, cervical

Fatigue Sleep

concentration

StressAnxiety Nervous

Mood DepressionEmpathy


Adjust its power according to its weight / efforts

needed for concentration

HAPPINESS CENTER A SUPPORT DURING BREAKS – ANYWHERE – ANY TIME

Pause sleep : sleep 10 to 15

minutes to recover

Relaxation method of Jacobson

Break : coffee / tobacco

How to manage it

Feed Hydrate

Recover from fatigue

Release the pressure

Managing addiction


1• Support staff for outstanding loyalty

2• Provide solutions for their well-being at work

3• Help them manage their health outside work

4 • For better productivity

5• Faster customer service. Happier agents

HAPPINESS CENTERGOOD HEALTH IS CONTAGIOUS


IV. HAPPY CALL CENTER AGENTS MAKE HAPPY CUSTOMERS


HAPPY CUSTOMERS


HAPINESS CENTERAT THE FOREFRONT OF CONTACT CENTER PERFORMANCE

User manager

Designer

User AccountsAuthenticationProfil management

Management of courses

Profiler

Notifications and reminders for users

Content management and personalization rules

Management of API

Mobile solutionsAlerting

Connected devices

Mobile

TechCare Engine

use your call center agents to their full potential

Technology