The Role of Culture in Delivering World-Class Customer Service Call Center Week, Las Vegas, June 12, 2013 Peter (Scotch) Scocimara Director, Google Enterprise Support Jeffrey Puritt President, TELUS International | @TELUSint
The Role of Culture in Delivering World-Class Customer Service
May 08, 2015
In this joint presentation, global technology company Google presents alongside global contact center provider, TELUS International, to discuss the role of culture in rallying agents and transforming customer service.
Using examples and best practices, this session shares how to drive and sustain a customer-service culture including how to inspire “extra-mile” agent performance, how to create a culture with meaning, how to hire and retain the next wave of Millennial talent, the value of using social and collaborative tools in the workplace, and the importance of finding and selecting the right partners to bring your culture to life. We hope you walk away with new ideas for building a culture that attracts talent, enhances your brand, drives revenue, and most importantly, puts customers first.
Using examples and best practices, this session shares how to drive and sustain a customer-service culture including how to inspire “extra-mile” agent performance, how to create a culture with meaning, how to hire and retain the next wave of Millennial talent, the value of using social and collaborative tools in the workplace, and the importance of finding and selecting the right partners to bring your culture to life. We hope you walk away with new ideas for building a culture that attracts talent, enhances your brand, drives revenue, and most importantly, puts customers first.
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Transcript
The Role of Culture in Delivering World-Class Customer Service
Call Center Week, Las Vegas, June 12, 2013
Peter (Scotch) ScocimaraDirector, Google Enterprise Support
Jeffrey PurittPresident, TELUS International | @TELUSint
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To begin...
Is your culture reflected in all that you do?
Video: http://youtu.be/Zr4JwPb99qU
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About TELUS International
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About Google
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About Google
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Great companies are defined by great cultures Attract & retain the best people
Make emotional connections
Create memorable moments
Enable quality customer service
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Unique customer service challenges:
Top tier universities – top performers providing customer support
Common problems:
Attract | Engage | Retain
TELUS International
78% Millennials – young agents with big career aspirations providing customer support
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The value of values
What values do you emphasize to retain the best people & motivate them to deliver the best customer service?
Corporate values are where you begin,
culture is where you end up.
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Building blocks for a great customer-service culture
1 Work as a family | Spirited teamwork
2 Culture of learning | Agile thinking
3 Innovate for big impact (purpose) | Caring culture (purpose)
A few things we believe at Google | at TELUS International:
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Work as a family
Like our products, we all work to get things done better, faster, easier, & together
1
Video: http://youtu.be/kcOUWjkGBUY
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Spirited teamwork1
Build a community, not just a company
Work socially to collaborate & connect
Why work socially? 33% of college students & young employees (under age of 30) would prioritize social media freedom, device flexibility & work mobility over salary (Cisco)
Video: http://youtu.be/OEtgkWV1oSM
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Agile thinking 2
Career first, company second
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Culture of learning
Invest in personal & professional development to grow the whole Googler
Create the time & space to innovate
2
Google’s mission is to organize the world’s information & make it
universally accessible & useful..
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Innovate for big impact (purpose) 3
Think big! Tackle big problems.
Googlers are motivated because they believe they are changing the world...and they are!
Video: http://youtu.be/cdgQpa1pUUE?t=1m44s
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Caring culture (have purpose) 3
“Many BPO companies stop at corporate charity. They make the poor objects of charity. TELUS understands sustainability and solidarity. It’s about empowering the poor to help themselves .
It’s about building a permanent impact – schools, water systems and toilets have an impact, not just on health, and the body, but on the soul. It is this spirit that TELUS brings – the spirit of solidarity and sustainability, of honor and self-respect.”
-Tony Meloto, Founder of Gawad Kalinga
“
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Why culture matters? It drives business results.
Engagement:
Happy, engaged employees = happy, satisfied customers
“Our role in the community” scored at 90%
With overall engagement scores in the 70s
= Best Employer Status
Source: Aon Hewitt 2012 Best Employers
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Why culture matters? It drives business results.
Attrition:
Tenured agents = efficient customer experiences
Central America
U.S.
Philippines
Europe
2.3%
4.5%
3.5%
2.8%
TELUS International Geography
Avg. Monthly Production Attrition (voluntary & involuntary)
Our attrition is 50% below industry average.
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Why culture matters: It engages.
Use employee surveys to collect feedback – but be prepared to act!
The majority of Googlers believe Googlegeist is used to make a difference within the company
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Why culture matters: It fuels positive CX.
“Culturally aligned” teams/partners = better NPS, CSAT & more
Actions & behavior drive culture more than words.
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Consumers & employees want companies to stand for something bigger
In closing: Create a culture with meaning
Video: http://youtu.be/JNOLh0PNDrA
Thank you! Questions.
Learn more:
TELUS Internationalhttp://telusinternational.com
Google Enterprise http://www.google.com/enterprise
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