November 2003

On Effective Hiring, Workforce Management 
And Optimization'

HIRING AND KEEPING WINNERS 

So Crucial, Yet So Challenging!

In this issue, where our editors focus extensively on workforce management and workforce optimization, it is particularly fitting to write about hiring 'the right people.' Without 'the right people,' workforce management or any management is nothing more than wishful thinking.

Before I focus on 'Hiring and Keeping Winners,' I would like to share with you some excerpts from some of the extremely informative articles in this issue:

What Is Workforce Management?
'Workforce management in the contact center today is largely concerned with forecasting customer interaction demand and creating agent schedules that meet this demand within targeted service level goals.'

- By William Durr, Blue Pumpkin Software

What Is Workforce Optimization?
'Workforce Optimization means in the real world of call center agents and managers, the blending of process, management and people to produce real-time results across the customer service organization.'

Improving Efficiency And Quality
'With turnover rates as high as 30 to 50 percent in many contact centers across North America, companies are struggling to hire 'the right agent,' design the appropriate mix of training and implement the most cutting-edge and effective technology in order to enhance the performance of their contact center organizations.'

- By Bob Furniss, Call Center Ideas, Inc. and Kathy Kuehne, etalk Corporation

I trust by now we agree that the key to the success of any progressive organization is in hiring and keeping 'the right people,' period!

Some five years ago, I addressed this very topic and you, our valued readers, humbled me by sending me a phenomenal number of favorable letters, e-mails and phone calls. Indeed, many of you ordered considerable reprints for distribution in your companies!!

Because that Publisher's Outlook is still 100 percent relevant today, I decided to update it and share it with you! Here it is and I hope you will enjoy it!

Hiring And Keeping 'The Right People''So Vital, Yet So Difficult!!

Please read this editorial only if you believe that your staff is your GREATEST ASSET!

Most companies wrongly spend 98 percent of their time talking (yes, talking) about customer service, customer care and customer retention and practically never talk about employee service, employee care or employee retention!

This misguided philosophy leads to excessive employee turnover and eventually will result in 'customer turnover,' which means substantially higher costs for training new staff, not to mention loss of revenue! Once a corporation learns that without a competent staff armed with a flexible, positive, can-do attitude, there will be:

' No customer service,

' No customer care,

' No customer retention, and

' No progress.

Then the company is prepared to focus 100 percent on that elusive, highly complex (if not impossible) task of hiring 'the right people.'

What Are The Characteristics Of 'The Right People'?
I describe 'the right people' as those people who genuinely subscribe to the following guidelines:

' HAVE A FLEXIBLE, POSITIVE, CAN-DO ATTITUDE,

' GENUINELY TRY NOT TO MAKE MISTAKES,

' DON'T MAKE EXCUSES FOR MISTAKES,

' DON'T MISS DEADLINES,

' DO A GREAT JOB EVERY TIME,

' REMEMBER EVERY DETAIL,

' TAKE PRIDE IN WHAT THEY DO,

' DON'T SAY, 'IT'S NOT MY JOB,'

' OFFER UNSURPASSED CUSTOMER SERVICE,

' SAY 'LET ME DO IT FOR YOU,'

' ARE PART OF THE SOLUTION, NOT THE PROBLEM,

' ARE GREAT TEAM WORKERS,

' ARE ON THE JOB EVERY DAY ON TIME!

' SET A GREAT EXAMPLE,

' DO NOT PLAY POLITICS,

' ARE NOT HIGH-MAINTENANCE PEOPLE,

' THEY KNOW THAT WINNERS DO WHAT LOSERS DON'T WANT TO DO!

Just How Do You Avoid Those Worthless People With Bad Attitudes?

Today's job seekers are sophisticated. Many resumes are inflated, and many candidates are well schooled in giving the right answers to your questions!

However, to discourage 'the wrong people,' i.e., people with bad attitudes, otherwise known as WIs (worthless individuals), I have prepared a list of statements and items designed to scare off WIs. We use this as a qualification test for ALL new candidates before the interview process.

Don't Take A Job At Technology Marketing Corporation If:

You have ever stated any of the following'or any of the following actually bothers you or describes your mindset or behavior!

' You are a high-maintenance person.

' You are a political animal. Corporate politics defined: Politics is a game played by incompetents!

' If your ego is out of control! (We don't run this company based on ego!)

' If you are a clock-watcher.

' If you are a chronic complainer.

' If you are always negative (a full glass seems empty to you).

' If you can't take criticism.

Or'if you have ever stated:

' It is not my job.

' I wasn't hired to do this.

' It is not my fault.

' It is always someone else's fault.

' I don't know (even though it is my job to know).

' I called him, there was no answer, therefore, the project died. I have never heard of being resourceful!

' I am doing someone else's job and I shouldn't be.

' LAST, BUT NOT LEAST: Don't take a job here if you are NOT prepared to work on 12 cylinders ALL THE TIME! Don't take a job at Technology Marketing Corporation if you are not a performer!

Above All, Look For Multifaceted People!
Successful companies are those that hire smart, flexible, multifaceted people. As your company grows, your requirements will change. Flexible, multifaceted people who possess a positive, can-do attitude will be able to adapt to the changes. On the other hand, negative, inflexible people will lead your company to extinction! That is why they are justifiably called WIs.

The Road To Success
The following statements represent a few of the most precious comments I have read about successful companies and people. They reinforce practically everything I have tried to explain in this editorial.

' 'The success of every organization depends on how well the entire team works together!'

' 'Treat people like you want to be treated, that's the key to success!'

' 'Your success is the direct result of your attention to detail!'

' 'Learn from the mistakes of others ' you can never live long enough to make them all yourself!'

' 'Success comes from listening. I've never learned anything by talking.' Lou Holtz, head football coach at Notre Dame ' 1988 College National Championship Winner.

Management Lessons Learned From Jimmy Johnson
Jimmy Johnson is one of the most successful coaches in football. 'Everyone I deal with is put on a scale,' Johnson said. 'The better performer, the harder he works, the more he meets the guidelines, the higher he is on the scale.

'If they fall short in some of those areas, the lower they are on the scale. And they have very little margin for error near the bottom. I like guys that work hard and play good.'

But everyone in the organization has to think about team goals. Anyone who distracts from those team goals is out of line. And everyone has to understand that.

Something For Nothing
People with poor attitudes are likely to stand in front of the fireplace and say, 'Give me heat'then I'll add wood!' Obviously, such people will never get anywhere! Successful people don't look to get something for nothing and they don't make money'THEY EARN IT!

Keeping 'The Right People'
If you are blessed enough to have a great, hard-working team with a flexible, positive, can-do attitude, then your number-one priority should be to cherish them, treat them like gold and give them plenty of challenge, great pay and promote them within the organization. Above all, let them know their hard work, achievements and dedication are greatly and genuinely appreciated. Let's not forget that they are indeed your greatest asset. If they are treated as such, then they will treat your customers and the company as if they are their greatest assets! After all, loyalty, respect, appreciation and the resulting success are two-way streets.

May I Suggest?
If you share my views, you may wish to purchase reprints of this editorial and ask your new job applicants to read it and then discuss it during the interview. You will be surprised what may come out of it! For reprint information, call Reprint Management Services at 1-800-290-5460.

As always, I welcome your valued comments. Please share them with me at [email protected].

Sincerely yours,

Nadji Tehrani
Executive Group Publisher
Editor-in-Chief

For information and subscriptions, visit www.TMCnet.com or call
203-852-6800.

[Return To The November 2003 Table Of Contents]