Want to make your call centre world class?
Learn the secrets of how an I.T. geek and
former Union Rep revolutionised
an underperforming call centre.
Let me explain:
I’m Stuart Corrigan, and I’d like to share with you some secrets about high performing call centres. And I bet what you’re about to learn is the exact opposite of what you’ve been told about how to manage your call centre. But first let me tell you a story.
About six years ago I was contacted by the Operations Director of a large call centre. His name was Laurence Barrett (actually it still is), and he was in charge of the VELUX UK call centre.
Laurence had a dilemma, he knew I.T, so naturally he did everything that the call centre technology people told him to do: measure average handling time, calls waiting, and wrap up time etc.
Now he also had done a few management courses so spent a great deal of his time doing 1:1s. But alas the more he set targets and counselled and coached his staff the worse his call centre performed (that shouldn’t be should it?)
The beauty of this story is that because Laurence didn’t know much about the call centre world he was open to new ways of thinking about the design and management of his centre (are you? if so keep reading).
So he started working with a philosophy called systems thinking (stay awake now), hired a guy who knew nothing about call centres (an ex-union man called Ron Skea) and guess what happened?
12 functional units combined into a single point of contact for all customer transactions
One stop capability in excess of 94%
Highest customer satisfaction ratings of all VELUX sales companies in Europe
Employee turnover and absence rates less than half the industry norm
Call centre agent productivity increased by 30%
Independent research found highest levels of employee engagement of any organisation studied
Operating costs reduced by in excess of £1,000,000
Average wait time reduced to 8 seconds
Overall staffing 30% lower than would have been without systems intervention
Failure demand and waste reduced dramatically
Laurence and Ron, paid lots of money to learn how to use the system that delivered these results. And they achieved these by doing the exact opposite of anything you will read in a call centre manual, course, or from any of the call centre governing bodies. You can only get this stuff here.
So given the current economic climate I decided to document every single step required to replicate what Laurence and Ron achieved. It took me eleven months to write the guide and then it was edited by Ron (who now runs our call centre division) to make sure that every single example, anecdote and tip is highly relevant to call centres and service organisations.
Here’s some of the secrets you’ll learn from this informative guide:
1. How to make sure that everyone in your call centre is focused on solving customer problems, in a way that is good for the customer and the call centre. This is the first thing you learn, it takes about 20 minutes to implement.
2. How to find out how many of your customers are unhappy. This takes about a day to do, and you can repeat it over and over again. The results from this chapter alone will astonish you. Implement this idea and not only will you improve service but you will improve morale and save money too.
3. Find out why using targets will make your call centre bomb, and what to do instead. Use measures to help you understand and improve the performance of your call centre. You're not doing this just now I assure you.
4. Learn to study processes in such a way that you can cut out at least 50% of the non-value adding work that hurts your service ratings and adds to your cost. You will kick yourself at the simplicity of this method.
5.You'll see how to bring the information you've gathered and put it together in a compelling picture that literally screams out the solution for change.
6. And you'll learn how to present that data to senior executives so that they can't help but take action. Never be boring with data again.
7. And we will show you step by step how to design new policies and processes for your call centre, policies that are not practiced by the rest of the call centre world. This will not only give your call centre a competitive advantage, it will put your career on steroids.
8. Then you'll see how to build a plan that actually uses the resistance to change to kick start ideas and get down with the detail to make sure that you've got all the bases covered before you make a change.
9. You'll learn how to minimise risk of false starts by testing. This is not a mathematical model, you'll be taking real demand and learning how to tweak and change to opimise before you roll in the rest of the call centre. This will help you move fast with little or no risk.
10. You'll see the morale of your staff literally transform within a few weeks.
11. You'll feel enthusiasm for change.
12. You'll also find out how to transform your job for the better, how to make it more interesting, you'll add up up to 95% more value. And how to make sure that that change keeps on going. Imagine every day getting 1% better, within one year that's a whole lot of change!
Here’s how it works
Well here’s how the system works.
You get three guides.
The first explains in sequence and with detailed simple steps exactly how to gather the data you will need to find out why and to what extent your call centre is failing. It’s simple but very effective, and best of all once you know how to do it you can use the knowledge again and again.
The first guide also includes templates so that you have all the analysis tools at your fingertips.
The second guide explains how to bring all the data together, and present it in such a way that it makes a compelling case for change. The best bit about this is that your boss will be very impressed with your insight into the business. Again you will have pictures and fill in the blank templates to make it easy for you.
In the third guide you get led by the hand on how to set up a test area in your call centre and how to take even the best performing call centre to the next level. Very few in the industry are doing this. By following the advice in this guide you will be able to make a significant improvement to performance every day you turn up to the office.
In addition you get templates and MP3s.
Is it right for you? Here are three common questions.
What if my call centre is already high performing, can I still use this?
This will take it to the next level. We’ve been using this system in call centres for 11 years and haven’t seen one that couldn’t be improved by at least 75%.
What if I’ve been trying to fix my call centre for months, even years, and haven’t made much impact, will this work?
Many managers have tried with no joy to make improvements in the organisation. They failed not because of lack of effort or enthusiasm, but because of lack of method.
What if it just doesn’t work in my call centre?
If you really can’t get it to work, drop us an e-mail and we will refund your money in full. In fact check out our guarantee below.
Your GUARANTEE of success
Get this programme and the risk is all on us.
You have a
60-day money back guarantee
and even if at any time within six months of buying the programme you don’t see a 50% improvement in your call centre just drop us a note and we will refund your money in full.
What others have said about this system
"...the skills, expertise and support of Vanguard have enabled us to successfully turn our systems around to move towards excellent customer experience in a very short space of time."
Martin Armstrong, Executive Director of Housing and Customer Services
"It is logically and clearly structured with good examples. I felt the book inspires confidence to implement Vanguard and also as a companion in terms of a reference book."
Michael Grant
“As a result of using Vanguard’s Methods, our waiting time to see a physiotherapist when from 14 weeks to 4 days. If you want a dramatic improvement in performance, this is it”.
Jim Duffy, NHS Tayside
“VELUX UK have used Vanguard to transform an already good business into one that is truly fantastic. Systems thinking helps us to retain our competitive position in the marketplace”.
Laurence Barrett, VELUX, Fife
“Understanding the nature of demand from the customers’ point of view is pivotal to success. This is a fundamentally different approach to the way the work works!”
Sue Barlow, Strategic Change Consultant, Fujitsu Services
What is the investment?
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The programme is available in PDF format for only $37.00
Why is it so low in cost?
In the current economic climate we want to give you the highest value possible for the lowest investment. We know that if we can help you now when times are tough and budgets are tight then we will be your partner of choice when the economy comes good again.
Quite simply we know you probably need help, we know your budget has probably been cut, so what better time to help.
Also there may be some of you that have the budget and are looking for a partner now but are scared to hire the wrong partner. I’d feel the same if I were you. So getting this package is a low cost low risk way of checking us out. You can even do it for free, if you don’t like it just ask for your money back.
So simply put we want to work with you, we want to demonstrate we know this market back to front and inside out, and we’re willing to show your our hand at almost no cost.
And remember most people pay £50,000-£250,000 for our expertise you’d be crazy not to get our expertise for next to nothing.
Here’s the total value of this package:
1.Call centre analysis guide
Normal investment for this knowledge
£15-35,000
2.Call centre planning & redesign guide
Normal investment for this knowledge
£20,000
3.Optimisation & implementation knowledge
Investment worth
£30,000-£50,000
4.Templates...
i. Demand Analysis,
ii. Problem Solving and
iii. Process Mapping
Ok these sell for about £4.oo each, buy hey look at what you’re getting in the first three guides!
5.MP3 of the package
Read by Ron, probably...
£Priceless
And if you want still more for your money, you'll even get the following bonus materials:
Bonus #1
'Secrets of High Performing Call Centres'
Fast Start Guide
Bonus #2
Vanguard Guide to 'Creating Control Charts'
Bonus #3
'10 Reasons Why Change Programmes Fail'
Here’s why you need to take action now!
We honestly think that it’s way too cheap and if the initial sales bear this out we will be increasing the prices tenfold within the next month.
So don’t put off a simple decision, click the button below and get access to the system now.
Yes, by clicking the 'reduce costs in my call centre now' button, I'll get instant access to the entire
'secrets to high performing call centre' system guide
for a tiny one-time investment of $37 when I act now!
This is a no-risk value added investment for me as I have a
60-day money back guarantee if I don't start making significant improvements in my call centre.
P.S. Remember you get all three guides, the templates, the MP3, and, best of all, inside knowledge your competitors don’t have. Get it now before they steal your thunder.
Want more information on high performing call centres?
[email: ron@vanguardscotland.co.uk](mailto:ron@vanguardscotland.co.uk)
Copyright © 2009 Vanguard Scotland
Helping call centres to maximise performance, people and minimise costs
