As a part of my interview process, I had to create a 20 minute presentation on how I would address 8 areas [that they provided me] in my first 90 days.
This was my final version
8. HEAP
Nov, 2014-
April, 2015
Call Center Process Implementation
HEAP
Nov, 2015-
April, 2016
Busiest
time of
year
April,
2015
Gather/
assess
info for
SWOT
May,
2015
Create
plans to
address
SWOT
June-
July,
2015
Create
new
process/
systems
August,
2015
Train on &
implement
new
process/
systems
September,
2015
Evaluate &
adjust new
process/
systems
October 1,
2015
End any
hiring- Start
any new
hire training
to be ready
by
November 1
HEAP
season
Busiest
time of
year
10. “Encouraging empowerment through a tiny
ripple of hope, while striving for excellence”
By providing 150- 200 ripples of hope with
excellence every day…
This will create a tidal wave of hope for
people and families all over Columbus &
Franklin County.
Hinweis der Redaktion
First 90 Days…
Also is the busiest time of the year for call volume and for helping people
While we are talking about changes during this time, I also am coming from this in knowing it will be very hard to develop teams, train staff, to foster & implement innovative ideas
But it can be done
Team Development
Relationships… we have to get to know each other
Me with the team
I have to spend time in the trenches
The team has to see me sacrifice for the good of the team
Enjoy victories or wins with the team
I have to honor the team… the team will be going through it’s busiest time of the year with HEAP and they have been here longer than me to know what is going on. Get to know their strengths & weaknesses so we can maximize their abilities for success
We as a team
Get to know each other
Show what we stand for
How we will work as a team
Set/ clarify goals… Expect excellence
Keep my door open
Score early “wins” together as a team
Regular communication and open communication lines
Meetings that are constructive & useful
I value open, 2-way and constant feedback
Integrity in all communication
Never want a team member to not know where I stand on something
Make sure we are all going in the same direction
If we are not all working for the same goal of “Encouraging empowerment through a tiny ripple of hope, while striving for excellence” then we are not a team.
Everyday we get the opportunity to make 150- 200 ripples of hope… that many ripples creates tidal waves of hope for Columbus and Franklin County as a whole.
That can happen every day for this team. As a team, we can do this… but with 6 different agendas, we cannot.
Staff engagement & motivation- during your busiest time of the year it is hard to remember why we do what we do. The tyranny of the urgent can take over lives, our minds, our priorities.
Keep those we are helping… the people... at the center of what we do
Make it your own
Taking some of the principles that well known companies, like Starbucks uses for their staff engagement & motivation to make the customer experience #1
Bridges Out of Poverty OR Poverty Simulations
Free training from the Ohio Assoc. of Community Action Agencies
Nationally known concept that challenges people’s perceptions of poverty in order to help individuals, institutions and communities alleviate poverty.
Staff training & development
Free training through Ohio Association of Community Action Agencies
Bridges Out of Poverty
Free training from the Ohio Assoc. of Community Action Agencies
Nationally known concept that challenges people’s perceptions of poverty in order to help individuals, institiutions and communities alleviate poverty.
Poverty Simulation
Introduces people to the everyday struggles of poverty
I have done these at previous locations and this makes an impact on the staff to let them walk in their shoes for a “month”
Customer Service
Provides training on how to interact with and treat customers
Network with other like minded non-profits to see what type of training they can provide for our staff
Customer satisfaction
Customer experience #1
The key to customer satisfaction, is to make sure that they have the best possible experience. Starbucks prides themselves on the customer experience, they want to turn ordinary interactions into extraordinary. We have 150- 200 opportunities a day to bring hope to people & families in community.
Biggest frustration of people that call into any type of call center is being left on hold.
43% of people say that long hold times are the biggest frustrations.
One call resolution
This has to be the goal to be successful and to give extraordinary experiences to everybody that we interact with
Satisfied Customers
No Repeat Calls then equals to a
Cost savings
Customer Education
Within that one call resolution…
Make sure customers are fully aware of next steps from our agency, that are required of them,
Educate on what services they may or may not be eligible for
Find ways to help people get out of poverty whether it is because of immediate situations, but also if it is because of a systemic or generational cycle of poverty
Program strategies for improving service and increasing productivity
Assess current service standards
Test your current performance
Identify variations that impact on the performance
Compare current performance to established goals/ targets
Revise performance standards if they are not meeting goals/ targets
Reassess every 6 to 12 months
Call center process implementation
Seasons within the year
Busiest time of the year
Then we need to strive to have all hiring completed 30 days prior to busy season so we can train all new staff to exceed the minimum standards by day 1 of the identified busy season
Spend time prior to this reviewing processes/ implement/ test and train on new processes
Innovative ideas for the Call Center
Ideas
Many of those calling us may be or are on the Safelink phones or minute phones… How can we use the Internet from either a library, their homes, ESL schools, work, etc. to receive assistance so we do not take up their precious minutes?
Online chat for emergency assistance
Using Skype, Google Hangout, or other Customer related product to use the internet to assist
Texting through secure texting apps like Cyber Dust to get information on their cases
Innovation is about ideas… leadership is not the only ones that can innovate
Create a culture of where ideas and innovation are rewarded
Hire people who make you squirm. Find happy employees and encourage them to fight. And reward failure. Sound like weird management ideas? In some circles, they are. But when it comes to nonprofit innovation, these ideas can be essential. To innovate, nonprofits must do things that clash with accepted management practices, with common but misguided beliefs about the right way to manage any kind of work. - Stanford Social Innovation Review [Date unknown]
This mindset must begin at the top of the organization and permeate every level. And most importantly, it includes the intangibles of culture: the beliefs, expectations, and sense of purpose of those in the organization.- Fast Company July, 2014
Each month spend time discussing new ideas and foster those ideas
Create ways for new ideas to be communicated and worked on
By providing 150- 200 ripples of hope with excellence every day…
This team can create a tidal wave of hope for people and families all over Columbus & Franklin County.