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Executive Management ReportTEAM BENCO DENTAL: JILLIAN O’GRADY, SARAH LUCAS, KERRI SMITH
Position: Call Center Representative (CSR)
Historically has one of the highest turnover rates of any industry
Across the industry, call centers replace 26% of their front-line agents annually
Turnover for part-time employees hovers around 33% annually
Reasons for this include:
Expecting new hires to fail = low morale and poor performance
Inadequate training
Implications for Poor Performing CSR’s
Direct impact on the company’s image
Defines the relationships with customers
Threat of losing business = direct line to the company profit
Future of the Position
2/3 American consumers are willing to spend more money with a firm that provides excellent customer service
Changes with technology:
Customers want solutions faster than ever before
“Do it yourself” tutorials are increasing to find answers
Social Media and Apps allow customers to get answers fast
Overall employment growth projected to grow 13% from 2012 to 2022
Company: Benco Dental
Mission: “Delivering success smile after smile
Founded in 1930 based in Pittston, Pennsylvania
More than 50 regional showroom locations and five distribution centers
Services more than 30,000 dental professionals
Employs about 1,300 associates
Benco Dental Resources
Customers have many options when in need of answers:
Direct contact with Chief Customer Advocate
Five contact numbers with email address
General email for more information
Social Media including Facebook, Twitter, LinkedIn and Youtube
The Call Center is one of the first points of contact for the customer
Benco Dental CSR Job Duties:
Receive and answer inbound calls from current and potential customers
Place outbound follow-up calls to current and potential customers
Answer questions about product details, the company, and issues with an account for the customers
Assist customers with any technical issues experienced and escalate any issues to management appropriately
Meet key performance metrics
Weight of Job Duties
Relative Importance Job Duty Relative Time Spent
55 Customer Service: providing service and support
to potential and current clients
50
25 Problem Solving: working with clients to answer
questions, solve issues, etc.
25
20 Database Administration: maintaining and
collecting client information
25
100 100
External labor market to pull from:
• high school and college graduates
• retail sales
• restaurants
• Cashiers
• information clerks and tellers
Internally looking to sales floor employees or administration employees looking to make a career change but stay with the company.
Hiring Manager conducts phone
screen
Applicant completes
Predictive Index Survey
HR partner conducts an onsite
interview
Applicant job shadows in the Call
Center
HR partner conducts reference
checksOffer is made
Applicant completes pre-
employment screening (drug
screen, background check)
Start date is set
Sourcing and Hiring External Candidates Process
Sourcing and Hiring Internal Candidates Process
Position is posted internally
Employee approaches Hiring
Manager to express interest
Employee completes
Predictive Index Survey
HR partner conducts an
interview
Employee job shadows in the Call
Center
HR partener collects referrals from coworkers and
existing managers
Offer is madeStart date is set
Benco’s Evaluation Methods for Hiring
Annual Performance Evaluation
Managers are required to fill out and discuss with associate
4-category scale
About 20 questions regarding the associate’s performance and commitment to excellence
MidYear Review
Managers are required to fill out and discuss with associate
4-category scale
About 5 questions regarding’s the associate’s progress toward their recent goals