“Taking this approach to servicing customers, by addressing the root cause of the reason they are calling, becomes the job of the front line, its way more fulfilling than just answering calls. And when you do this you create a culture of continuous improvement, people are more engaged, stay longer and customers get more value”

In this episode, we discuss how you can transform your contact centre from a cost centre to a value centre in the eyes of your organisation by viewing calls as failure demand rather than your traditional metrics such as calls times and number of calls. Check out the show notes for more information 

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About us: This podcast is brought to you by The Agile Contact Centre. stories, tips and practices that will help you deliver outstanding experiences to customers as well as your people. We do this because our mission is to reinvent the contact centre world for the better. 

Website: https://www.theagilecontactcentre.com.au/

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Shownotes: 

What is Failure Demand and why it is important in reducing the effort it takes for customers to interact with your organisation and Arnie shares a personal example (1:00)

Discuss the difference between Value and Failure Demand (4:30)

How to start to tackling Failure demand – identifying the type of demand you are receiving and the benefit in engaging your people to drive this process from the start (6:15)

Arnie shares an example of Failure Demand, the pain for the customer and how simple it can be to find improvements quickly (9:45)

We share an example of Value Demand and why it’s good for the bottom line to focus on both Failure and Value demand and the opportunity for the contact centre to deliver more value to contact centre in the form of marketing, sales and cost reduction (15:30) 

Grab a pen! we to the practicalities of how to put in place a continuous improvement system to address Failure demand, identifying, prioritising, delivering and then tracking it over time (19:53)

The mindset required as a leader to make this work and the operating rhythm to support it and how to engage the rest of the business to support the improvement initiatives (24:11)

How a focus on Failure Demand will change the view the contact centre in your organisation from a cost centre to a value creation centre (26:35)

References: The Vanguard method https://vanguard-method.net/the-vanguard-method-and-systems-thinking/

This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.