"What's Wrong with Customer Service?" An article in Consumer Reports Magazine

Robert Cowen

If you haven’t heard about the above article in the July 2011 issue (page 16), you will very shortly.  Pick up a copy!  It names the best and worst companies for customer service in 21 different business categories (hotel chains, on-line retailers, phone companies, tech support, etc.) from three years of subscriber surveys.  If you work at one of the companies under the “worst” column, this is a wake-up call that presents an opportunity to make the changes that you’ve wanted.  Even if your company isn’t listed, please continue reading to be sure that you are not on the list next year.

In my opinion, here are actions that should be taken immediately:

Abide by the “GetHuman standard” if you haven’t already done so.  This is a specification for how customer service phone systems and support should work.

Review and update your agent incentive program.  Focus on a few, high level metrics: reducing early-stage turnover, improving attendance (tardiness/absenteeism/adherence), improving sales (conversions, win-backs, etc.) and use call quality as a condition of participation in the incentive program.  Over the long run, only one third of incentive programs produce positive results.  The other two thirds are evenly divided between those producing negative results and those that aren’t monitored.  When did you last review your program and in which third does it stand?

Your incentive program should be continuous and follow four tenets: reward the daily homework, make work fun, pay immediately, and provide choice of rewards.  A well designed and managed Incentive program should improve KPI’s by 20% to 40% almost immediately.  You should spend about two hours worth of labor cost per FTE per month on your incentive program (that will provide an ROI that will make even the most tight-fisted CFO smile).

Attend a one hour webinar by Aubrey Daniels Ph.D.  “Using Positive Reinforcement to bring out the Best in People” on Thursday, June 9th at 1:00 PM (Eastern Time).  There is no cost to attend but space is limited.  More information and to register: http://www.snowfly.com/Blog/post/2011/05/10/Upcoming-Webinar-Using-Positive-Reinforcement-to-bring-out-the-Best-in-People.aspx

Bob Cowen brings extensive knowledge and experience in the contact center industry. He has worked for companies in early start-up mode as well as those already well-established, assisting them in finding new markets and expanding existing ones. His strengths include finding early-adopters, new account acquisition and selling turn-key solutions to end-users throughout North America. Cowen has learned the best ways to capitalize on the success of initial customers and how to leverage it to maximum effectiveness. Cowen holds a Bachelor’s of Science degree in business administration from Michigan State University and resides in Farmington Hills, Mich. For more information, contact Robert Cowen at 248-324-1161 or email rcowen@snowfly.com.

About Snowfly
Snowfly is the leading provider of Internet based employee incentives, recognition and loyalty programs.  Snowfly’s incentive system allows clients to harness the enormous motivational power of immediate positive reinforcement to focus employee behavior on company objectives.  Compared with home-grown programs, Snowfly significantly improves KPI’s almost immediately, reduces a huge administrative burden and reduces costs.  The results are easily seen within weeks and there is no long term contractual obligation.  Customers include multiple Blue Cross/Blue Shield providers, Hyatt Hotels, Time Warner Cable, financial institutions, utility companies, cable/satellite providers, various BPO companies (business process outsourcers), and collection departments/agencies.  Snowfly’s web site: www.Snowfly.com.  For more information, contact Snowfly at 1-877-SNOWFLY (766-9359).  Or email Bob Cowen at rcowen@snowfly.com