Undertrained, Underpaid And On The Front
Lines
News junkie that I am, I've been closely following the emerging fiasco
that is U.S. and worldwide airport security. Over the past few weeks, we've
discovered that the individuals who check you and your carry-on bags before
you get on an airplane are mostly untrained and paid minimum wage. As if
that were not bad enough, a recent probe discovered that a private firm
responsible for employing security personnel has not even been bothering to
conduct employee background checks, which led to the revelation that many of
the people responsible for gate security at several busy U.S. airports had
rap sheets that included theft, prostitution and drug busts. National Public
Radio recently revealed that one major U.S. airport regularly reports an
annual turnover of 400 percent among gate security employees.
Your own personal experience likely confirms these findings. My single
most blood-pressure raising moments occur while waiting to pass through
these checkpoints, as the line builds up behind me and the person ostensibly
watching the X-ray screen and the one listlessly waving the metal detector
baton chat about their weekends.
On a recent trip to Canada I had a new experience. While on my way to the
airplane, I was stopped and made to wait in line with the other passengers.
When I got to the head of the line, I was confronted by a small beagle
wearing a doggie jacket bearing the Canadian maple leaf. The beagle looked
at me, sized me up, walked around me and my bags once and then moved on to
the person behind me, indicating his approval for me to pass. I find it
ironic to report that I had more confidence in the ability of that little
beagle to spot trouble than the security employees at all of the New York
airports. But then I realized that in exchange for doing his job, the beagle
received shelter, training, food and healthcare. At minimum wage
(particularly in the pricey Northeast), the person looking for suspect items
in passengers' carry-on bags can probably scant afford a minimum of any of
those things. There is a reason that the dog seemed more enthusiastic about
his job than his human colleagues. He was better paid and better trained.
During a recent spate of frustrating personal interactions with both the
airline I regularly use and my health insurance company, it struck me that
the unenthusiastic individuals at the other end of the chat session and the
telephone had a lot in common with the underpaid, undertrained and
disinterested airport security checkpoint employees. These are the employees
that man the front lines of an organization, and while contact center
agents' failure to do their jobs properly seldom risks bodily harm to your
customers -- as it does in the case of airport workers -- their lack of
skill and enthusiasm will cause your customers to question whether to
continue to do business with your company.
I regularly receive a string of press releases for new and better types
of collaboration software, knowledge base systems, e-commerce software,
e-mail management systems, etc., all of which promise to allow your
customers to contact your company any time, anywhere, by whichever medium
they choose. How convenient! But what happens when the person at the other
end of the medium I choose cannot even pronounce the company's name
correctly? What happens when I fax a copy of my airline ticket receipt to
the frequent flyer department of my airline and the employee on the other
end cannot find the ticket number, even while she holds the copy of the
ticket in her hand? Sure the fax channel and the e-mail channel were well
integrated. The representative had access to my dual communiqus. But she
didn't know or didn't care how to solve my problem. The upshot was that not
only did I leave the customer experience frustrated, I left the customer
experience frustrated in an enterprise-wide, multimedia sort of way.
Knowing as I do the costs of implementing the kind of state-of-the-art
CRM systems that integrate all your company's information and communications
into one great data entity and theoretically enable your workforce to share
a collective consciousness, it takes my breath away to realize that such
platinum technologies are being put into the hands of people who frequently
make less per hour than the cost of a latte and a biscotti at Starbucks. In
some cases, they make less than that: it is not unheard of for companies
to use prison-based contact centers in which inmates -- sometimes
maximum-security inmates -- process mail, take telephone calls and conduct
chat sessions. (Insert here a mental image of Charlie Manson in a headset,
politely inquiring, "May I have your name and account number
please?")
The good news is that things are slowly getting better, and we may have
the Web to thank for that. Many, if not most, agents need to be
computer-savvy nowadays, and companies have realized that they are unlikely
to find computer-literate agents willing to operate under the old
"sweatshop" rules. The companies that haven't caught on yet are
still trying to figure out the source of their woes, and stubbornly look
away from their front lines, blaming all other factors. They have yet to
admit that there is little benefit in implementing CRM systems designed to
form a collective company consciousness when half of their front line
workers are semi-conscious themselves. I challenge the upper management of
all consumer-facing companies to once a month anonymously communicate with
their contact centers and see for themselves what kind of job is being done.
Some of these members of the ranks of upper management of consumer companies
owe me an apology for inflicting on me an agent who was rude, uninformative,
incoherent or just plain clueless.
So, having conquered airport security and contact centers, maybe we can
start on the large pharmacy chains next. The next time you find that a
17-year-old high school kid with chartreuse hair and the word
"Anarchy" tattooed on his forehead is counting out your pills and
filling your prescription, ask to see the pharmacist.
The author may be contacted at tschelmetic@tmcnet.com.
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