Behind PRIDE Teams and How It Drove Employee Engagement
It All Started With Our Client Being Pissed About Performance…
I graduated from the client training program on a Friday.
On Monday, I took over as the Operations Manager of the project. Our client was good but they were in a bad mood.
Why you might ask?
Well because we were doing a really bad job with their account. They entrusted us with a lot of their call volume. In fact, at that time we were running about 250 seats for them.
The client had a right to be pissed!
At the time, one of their most important Key Performance Indicators was Service Level. Our goal was an 80/20, which means we need to answer their customers 80% of the time in 20 seconds or less.
But guess what?
On that Monday we were at 37%!
There were several reasons for this but the most apparent was our absenteeism. We were at 19% for the day.
To make matters worse we had our normal every Monday conference call with them to discuss overall performance.
Unhappy client do to low employee engagement
Not a fun time. But we got through it.
But of course, we had to fix our current situation. Although service level was one example of our poor performance, we basically were doing a poor job in all categories of our performance.
So we had a challenge, no doubt about it. And we had to take action quickly.
The Power of Employee Engagement
The idea came to me out of the blue. And it made complete sense.
The solution was actually right in front of me.
All we had to do is tap into our call center agents, find a way to improve their engagement and we would be able to easily address the issues that we had.
That is how PRIDE Teams was established, which stands for People Really Involved In Developing Excellence.
The power of PRIDE Teams is derived from the employee engagement levels it increases.
And employee engagement is powerful in solving problems. The more engaged your employees are the easier it is to meet all of your call center goals. I know this from experience.
The PRIDE Teams system delivers high morale, great ideas and the most important of all is buy-in from your call center agents.
This, you will find, is the most important aspect of making a change and putting into place no processes that guarantee goal achievement.
Test Drive PRIDE Teams with a No-Risk Guarantee
I want you to try this system and enjoy the positive results I got from it. In fact, I am so committed that I am going to give you a 60-day money-back guarantee. That way you have time to get it into place and then track the positive results you are going to get.
100% Money-Back Guarantee!
PRIDE Teams is a power system that is easy to set-up and implement. It really is easy, but the results are amazing. I developed and use this same system when I go into a call center consultant project. I can predict what happens when I use it. Performance always improves. That is why I am 100% you will be delighted with this employee engagement system. So try it out and if it is not everything I have said then simply let me know and I will return the small fee for this outstanding program.
Now that you know you are protected with a 60-day money-back guarantee, are you interested to learn what others are saying about this system?