PEOPLE, PEOPLE and PEOPLE—It’s Your Culture

by Bradley J. Baumunk

When someone asks what three things matter the most in real-estate, the answer has forever undoubtedly been “location, location and location!” What would your answer be if someone asked, “What matters the most to your customer experience (CE) or Net Promoter Score (NPS)?” Well, the same rationale holds true for CE, NPS, customer care, sales and retention—only it’s “people, people and people!”

Without people who care and execute the organization’s culture with a high level of enthusiasm, CE and NPS are sub par, sales suffer, and you can forget about customer retention.  You can have the best systems and solutions from all of the big names like Gensys, Avaya, Cisco, Verint, NICE, Five9, Interactive Intelligence, Oracle and SFDC to name a few, to deliver calls to the right person (routing), deliver the right information (CRM), schedule people to answer the calls at the right time (WFM) and record and monitor calls for feedback (QA), but it doesn’t matter.  You can also process map and improve processes until the cows come home and still, it doesn’t matter.

But you can train your people to be engaged and enthusiastic. When you put people in place who care about the customer and the company, and who understand the importance of the customer to the health of the company, all of the system and process issues seem to disappear from the blame. To do this, you have to create a culture of problem solving and caring rather than complaining. Make lemonade out of lemons, and apply that to every challenge that is faced by every employee. This is easier said than done and requires buy-in from all levels of the organization, and it must become part of the DNA 24 hours a day, 7 days a week and 365 days a year.

Culture doesn’t end after 5pm or on Thursday. It also doesn’t matter what your title is, CEO or Customer Service Rep. Culture also doesn’t require you to wear a suit and tie. Culture requires a singular focus on the task at hand. For example, if your primary metric is NPS, NPS should be ingrained in your culture. Your call flow should be built around NPS and your employees’ thought processes and NPS should be the center of every decision.  Every interaction, whether with an internal customer or external customer can have the best possible outcome, but that thought process must be part of your culture.

At Robert C. Davis and Associates, we employ The Quality Conversation to better equip leadership to build a customer experience culture with their internal customers, employees, and external customers. For over 30 years, we have garnered experience training and coaching call center employees based on principles that are pivotal to business success. Our training makes integral changes to the entire culture of the contact center, not simply the script your employees are working with.

Bradley J. Baumunk | Sr. Consultant – RCDA | 512-695-2511 | brad@robertcdavis.net