Employees viewing DVDs at work etc.

[maureen]

With the increase of available technological devices - blue tooth, ipod, movie downloads and cell phones (with picture taking capability) - I've noticed a lot more usage of these in the call centre environment from the CSRs. There is a negative impact to the customer experience due to the lack or limited focus on the customer's inquiry if the CSR is also listening to music or watching a DVD. Having cell phones on at the desk can compromise the customer's privacy and account information if pictures are taken. Has anyone encountered this challenge and if so, how have you addressed the issue successfully? I would be very interested in sharing your best practices.

[laxamanahv]

Originally Posted by maureen

With the increase of available technological devices - blue tooth, ipod, movie downloads and cell phones (with picture taking capability) - I've noticed a lot more usage of these in the call centre environment from the CSRs. There is a negative impact to the customer experience due to the lack or limited focus on the customer's inquiry if the CSR is also listening to music or watching a DVD. Having cell phones on at the desk can compromise the customer's privacy and account information if pictures are taken. Has anyone encountered this challenge and if so, how have you addressed the issue successfully? I would be very interested in sharing your best practices.

Here's what you can try: First, set clear the expectations from your CSR that you hired them because they have the potentials to bring success to your company. Put significance in focusing to a customer needs. Share to the CSR what's in it for the customer, the company and ultimately for him/her if he focuses more on the customer. After setting expectations are set and caught the CSR doing it again, counsel him/her and ask what she did not understand on your first discussion and how you can help him carry out the commitment. If he does it again, issue a verbal warning and emphasize that you are penalizing him because of what he did and not who he is. It's also important as the CSR's leader to identify what are the things that blocks him/her to carry out that commitment. It takes two to tango.

[pavlov]

Put a policy in place against use of electronic gadgets during work time, and enforce it. Violate it, you go home without pay. Violate it again, you are terminated.

Distractions are distractions. In the older days it was just newspapers, radios, and food. Nothing real new here.

Also, hold the agents accountible to minimum metrics (calls per hour, AHT) and soft skills. Monitor, monitor, monitor. Coach, coach, coach. Counsel, counsel, counsel.

[acaron1989]

I have never encountered an issue with cell phones and privacy, not allowing cell phones at a CSR's desk would be a huge negative impact on moral. Although my leading style is a bit more laid back I find the best practice is to give enough leeway, but still keep things practical. I myself allow music at a moderate level to be playing at CSR's desks. A little background music can be a huge relief on stress when things get tough and long as it is not distracting anyone from the job at hand.

I guess in the end it comes down to the environment of the call center and your preferences. And I can say it would be a completely different scenario if I caught my staff bringing a laptop and watching a DVD. My take on it as long as the service is staying at a acceptable level why force your employees to suffer?

[Doberman]

Dear Maureen

In our call center (standard operating procedures), mobile phones are are to be kept in CSR's lockers before their shift starts and can only be used during their break times.

however, in June 2006 we have got the permission to install a plasma TV to allow the CSR's watch World Cup since we are a 24/7 call center and most of them will miss the matches. They CSR's promised not to misuse this facility and focus on their work in order to have the Plasma TV (with sattelite channels subscription) even after the world cup has ended. The result is that they kept their promises and the TV is still hanged on the wall.

In you're case, if that attitude cannot be controled then just request them not to use such devices and it's the supervisor/TL's task to make sure your request is being followed. You may want to update your operating procedures if such points were not included.

Regards