CX Heroes

5 ways to improve customer service and personalization

Featuring Harambee, South Africa

Logo harambee

On-Demand Webinar

Celebrate the people who drive excellent customer service — and the technology that empowers them. The CX Heroes program recognizes the hard-working, caring agents who go above and beyond to help their customers on a daily basis.

In this CX Heroes webinar, you will learn how to:

  • Establish skills every agent should have
  • Handle difficult customers with finesse
  • Recognize and reward agents
  • Turn customers into brand advocates
  • Get personalization right for your customers

Harambee’s work has had a profound impact on the Customer Marketing team and has inspired a new category in the Genesys Customer Innovation Awards, “CX Gamechanger: Best Story of Making a Difference with CX Technology.” Regionally, Harambee ranks as the seventh most recognized brand in South Africa.

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Thank you for joining us

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today for the CX Heroes

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webinar series. Today, we’re going

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to highlight the five ways

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to improve customer service and

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personalization and how to get

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personalization right. Many companies are

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getting it wrong and we’re

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going to go over some

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best practices on how to

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actually make the customer be

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the focus of everything you

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do and feel like they’re

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the only customer in the

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world. Today, I am so lucky

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to have Neli and Thapelo from

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Harambee. Thapelo was recognized as

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a CX Hero by Genesys

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and joined us on stage

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in Amsterdam at G- Summit.

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Thank you both so much

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for joining us today. Thank

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you, Jill for having us. Neli,

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could you take a few

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minutes and just tell us

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a little bit about Harambee and

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what you guys all do

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there in your wonderful program?

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Okay. So Harambee is a

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not- for- profit social organization

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that aim to solve the

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unemployment challenges of South African

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youth. We partner with businesses,

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government, young people, and other

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organization committed to solving the

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unemployment epidemic. Our unique system is

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unlike traditional employment organization that

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you would find anywhere. We

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really rely on our contact

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center advisors like Thapelo to

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ask detailed questions and have

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genuine conversation with our work

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seekers. So that is what

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really makes Harambee different from

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other organizations. And my role,

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I am a contact center

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manager. Great. Thank you both

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so much for joining us.

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So we’re going to jump

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right in here into the

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presentation, into the webinar, and we’re going

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to explore some customer service

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best practices and what we

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think… We wanted to get

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your opinion, so we’re so

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glad that you guys have

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joined us because we want

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to get your opinion on

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how you guys work day

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to day and what you

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guys think is valuable to

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your customers or what you…

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You refer to them as

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candidates. So the five ways

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to improve customer service, the

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items that we’re going to

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cover is establishing skills that

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every agent or advisor or

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representative should have. How to

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handle difficult customers with finesse.

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We all get those customers

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occasionally who are frustrated or

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they’re challenged by the systems

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or the technology in place.

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And so we’re just going to

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talk a little bit about

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that. How to recognize and

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reward your agents. As we

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know, agent attrition and having

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people on the job every

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day answering the phones and

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connecting with customers can be

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a challenge. So we’re going

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to talk a little bit

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about how to recognize and

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reward them and about the

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CX Heroes program as well.

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Also, how to turn customers

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into brand advocates. Often when

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your customers have great experience

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with your brand or your

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company, they come back and

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they become loyal. And how to get personalization

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right for your customers. Again,

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how to make your customers

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feel special and unique and

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like they’re the only customer

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in the world. Let’s get

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started. Number one, the best

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habits here of establishing skills

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that every agent should have.

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So Neli, I’m curious what you

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feel as a manager. If

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you had to pick two

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out of this list of

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10 which two would you

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pick that… And tell me

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why that you think those

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are valuable for representative? Definitely

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listening and being attentive. I

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think the reason for me

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to really choose those two

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is in our space, it’s

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very important for advisors like

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Thapelo to be able to

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listen to the candidate on

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the other side because what

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happens is the conversations that

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they have actually leads the

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important aspect of the conversation,

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how we can best support

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them, how we can understand

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where they come from because

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we use an algorithm to

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sort of match them to

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opportunities. So if an advisor

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is not listening, if the

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advisor is not present in

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the conversation, then they might

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lose that important aspect where

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we might lose that touch

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with our candidates. So listening,

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for us it’s very important

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in our space. Secondly, attentiveness.

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It’s really important in such

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a way that we kept

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information in our system and

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therefore one of the important

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aspects is really the demographics.

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What happens is where you

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live is very important because

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what we do is when

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we met candidates to opportunities,

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we’ll look at the distance

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between where they reside and

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where the opportunities are because we try

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to make sure that our

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candidate, they don’t travel and

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end up spending so much

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money to actually get to

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work instead all free, using

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that income in terms of

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betterment of their lives. So

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attention to detail is very

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important in our space. And

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what I’ve just alluded to

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say the capturing of the

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correct information, it’s really what

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helps us to make sure

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that we service the best

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service to our candidates, make

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sure that we don’t have

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a lot of drops off

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in a sense that if

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we place you in a

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radius that is like more

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than 100 kilometers, so that

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means you just work for

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a month and the second

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month you realize that actually

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I’m working for transport. Therefore,

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what’s the point of me

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having this job? So hence,

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it’s very, very important to

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get the right information, capture

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the correct information to make

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sure when we place them

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to these opportunities, they’re in

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a close proximity to these

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demands, making sure that they

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spend their income on the

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betterment of themselves and their

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families. Yeah. It sounds like

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listening and paying attention to

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the details and understanding your candidate’s

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story creates a big picture

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for you then you’re able

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to help them, match them

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with the right opportunities and

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connect with them. I would

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assume too that these conversations

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take a while. These aren’t

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quick conversations, but they’re long

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conversations you have with the

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candidate. Absolutely. Our candidate is

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not just someone just behind

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the phone, our candidate, the

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actual people that we can actually

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relate to and therefore you

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will see that even Thapelo’s

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call was like 18 minutes

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long, so it’s not your

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typical contact center conversation where

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we’ll just take the details

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and like a hit and

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run kind of a conversation.

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But in all spaces it’s

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really about impactful conversations with

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our candidates, making sure that

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when the end of the

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call there’s something that they

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took from the call, skills

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that they can use. Even

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if as Harambee, we don’t place

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them to these opportunities, but

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they can use something that

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can increase their employability just

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for having a conversation with

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one of our advisors. Yeah,

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absolutely. So Thapelo let’s hear

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from you and what you

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think. What would be your

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top two skills that you

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think that an advisor should

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have? On my side, I

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think one of the most important

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things that an advisor should

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have is product knowledge. I

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think if you are in a call center environment, the product is very important. Whatever service or say product that you are providing,

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it’s basically important thing for

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you to make sales or

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in order for the customer to

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come back. So if as

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an agent you understand what

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you are selling, you avoid

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misleading, you are making mistakes

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that might cause industrial espionage

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or basically making the candidate

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uncertain about the product. I’d

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say having knowledge about the

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product, but also generated good relationship

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between the two parties. It will

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basically generate their warmness between

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you and me as an

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agent and as well as

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the candidate based on the fact that I would know everything about the product that I’m selling. In most cases,

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most services or most products,

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they are mostly unique in

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such a sense that if you

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use one way that is

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not according to the product

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itself, it really tends to

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be misleading and avoiding that

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is very, very important. Let’s say

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another thing that speaks to

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a good quality of a call center agent is to be a voice control or call control for one. If you couldn’t handle the candidate’s

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emotions, if you can mirror

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the candidate and understand that

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you are the guide, it makes your job very, very easy.

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You can take control of setting

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questions that you ask and

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you would gather more information

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based on that. It helps you in controlling your professionality

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or your profession basically in

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the call as well. That is

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so great. That’s a great

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answer too. I’m really fascinated

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by the selection of product

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knowledge because you’re right, providing

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the right information to the

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person is critical and knowing

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all the details and how

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it works. And that kind of goes

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I think along with problem

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solving too. When people come

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to you with a problem

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or you’re trying to figure

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out a solution for them,

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understanding that the product information

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is a good thing. It

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is. I love that you

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picked self control to as

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an option. I think together…

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They say that this whole

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list is sort of the

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basic skills and you guys

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have complemented each other very

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well on that list for

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sure. Thank you. number two,

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00:10:26,460 –> 00:10:28,130
when we talk about problem

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solving and self control, it’s

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a good segue, is handling

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difficult customers. Do you guys

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have challenges with customers calling

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in? I know a lot

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of call centers and contact

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centers sometimes have customers who

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are frustrated or upset possibly

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with a policy or with

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a process or with the

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product and they call into

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the customer service representative to

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help them solve that problem.

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Do you guys experience that?

305
00:10:56,300 –> 00:10:58,020
And if you do, Neli,

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how do you advise your

307
00:11:00,070 –> 00:11:02,450
advisors to handle those situations?

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00:11:05,160 –> 00:11:08,550
Firstly, our contact center is an outbound contact center where

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we actually call our candidates. Often

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00:11:12,930 –> 00:11:13,910
than not, we do not

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get irate customers because remember

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our kind of service is

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different where these candidates are actually

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00:11:22,010 –> 00:11:24,200
waiting, desperately waiting for this

315
00:11:24,720 –> 00:11:26,170
call from Harambee because this

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00:11:26,170 –> 00:11:27,710
is more their last hope

317
00:11:28,000 –> 00:11:29,840
of actually changing their lives.

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However, what also makes it

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00:11:32,530 –> 00:11:34,180
a bit easier for our advisors,

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00:11:34,180 –> 00:11:35,860
the fact that themselves, they

321
00:11:35,860 –> 00:11:37,610
were once candidate. So everyone who works in

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00:11:38,010 –> 00:11:39,980
the contact center was once

323
00:11:39,980 –> 00:11:41,810
a candidate. So those in

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00:11:41,810 –> 00:11:43,130
the same position as the

325
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people they are talking to on the

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phone. Therefore,, when a candidate

327
00:11:47,650 –> 00:11:49,090
on the other line feeling

328
00:11:49,090 –> 00:11:51,960
like they depressed or they lost

329
00:11:51,960 –> 00:11:53,670
hope, they’re easily able to

330
00:11:53,670 –> 00:11:55,150
sort of bring them back,

331
00:11:55,220 –> 00:11:56,850
give them hope in a

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00:11:56,850 –> 00:11:58,170
sense that they can relate

333
00:11:58,220 –> 00:11:59,710
to the situation, they can

334
00:11:59,710 –> 00:12:01,610
relate to their story. Therefore,

335
00:12:01,730 –> 00:12:02,590
it makes it a bit

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00:12:02,590 –> 00:12:05,700
easier for both parties to actually

337
00:12:05,960 –> 00:12:07,360
make sure that the person

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00:12:07,360 –> 00:12:09,600
on the other line is

339
00:12:09,600 –> 00:12:11,500
a bit warm and able to give

340
00:12:11,750 –> 00:12:12,750
us the information that we

341
00:12:12,750 –> 00:12:13,880
require to be able to

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00:12:13,880 –> 00:12:15,650
assist them. But however, the

343
00:12:15,650 –> 00:12:18,170
second layer is yes, not

344
00:12:18,400 –> 00:12:20,040
100% where you get people

345
00:12:20,040 –> 00:12:22,050
who are willing to give

346
00:12:22,050 –> 00:12:24,450
information. And that example is really

347
00:12:24,790 –> 00:12:28,510
on the call that made

348
00:12:28,510 –> 00:12:30,320
Thapelo to win this competition,

349
00:12:30,610 –> 00:12:32,190
is someone was very skeptical

350
00:12:32,190 –> 00:12:34,650
because the first part of

351
00:12:34,650 –> 00:12:36,780
the call, we verify personal

352
00:12:37,110 –> 00:12:39,360
information. So now the question, why

353
00:12:39,360 –> 00:12:40,310
are you even asking me

354
00:12:40,310 –> 00:12:41,990
my ID number? So now

355
00:12:41,990 –> 00:12:44,260
our advisors are able to

356
00:12:44,510 –> 00:12:46,350
handle those objections and how

357
00:12:46,350 –> 00:12:47,660
we help them is we’ve

358
00:12:47,660 –> 00:12:48,740
got a great team of

359
00:12:48,740 –> 00:12:50,610
QA as well as the

360
00:12:50,610 –> 00:12:53,100
team leaders, our supervisors and the

361
00:12:53,100 –> 00:12:54,330
trainer. We are able to

362
00:12:54,350 –> 00:12:55,500
help them in terms of

363
00:12:55,690 –> 00:12:56,980
how to handle some of

364
00:12:56,980 –> 00:12:59,020
these objections. But the main

365
00:12:59,020 –> 00:13:01,200
ingredient is really our advisors

366
00:13:01,200 –> 00:13:03,150
because they’ve been there, they’re able

367
00:13:03,150 –> 00:13:05,220
to sort of make and

368
00:13:05,220 –> 00:13:06,930
relay the story to the

369
00:13:06,930 –> 00:13:08,720
next person to make sure that the warm up

370
00:13:08,720 –> 00:13:14,560
to the call. Yeah. Thapelo,

371
00:13:14,560 –> 00:13:15,470
can you tell us a

372
00:13:15,470 –> 00:13:17,060
little bit about that story

373
00:13:17,060 –> 00:13:20,730
where you were working with

374
00:13:20,730 –> 00:13:22,250
someone and they were really

375
00:13:22,250 –> 00:13:25,210
hesitant to work with you,

376
00:13:25,290 –> 00:13:26,710
and then how did you get

377
00:13:26,710 –> 00:13:28,930
them… Obviously Neli, you talked

378
00:13:28,930 –> 00:13:31,230
a lot about empathy and

379
00:13:31,230 –> 00:13:32,850
being able to relate to

380
00:13:32,850 –> 00:13:34,420
the people who you’re speaking

381
00:13:34,420 –> 00:13:35,880
with. And so Thapelo, can

382
00:13:35,880 –> 00:13:37,210
you share a little bit about that as

383
00:13:37,210 –> 00:13:40,350
well? All right. I’d say

384
00:13:40,590 –> 00:13:43,620
the call for me was an

385
00:13:43,620 –> 00:13:45,680
eye opener. It made me

386
00:13:45,680 –> 00:13:47,470
realize that most of our

387
00:13:47,470 –> 00:13:50,220
candidates believe that there’s a lot of scams

388
00:13:50,220 –> 00:13:51,650
going on. And with that being said, it had me basically worried and I had to explain what Harambee as a brand stands for.

389
00:14:06,270 –> 00:14:07,120
I had to also remind the candidate that we really want to help them and I had to show

390
00:14:07,120 –> 00:14:08,470
the candidate and make them

391
00:14:08,470 –> 00:14:10,670
understand that I too have been in their

392
00:14:10,670 –> 00:14:14,300
shoes. But holistically, I needed to

393
00:14:14,670 –> 00:14:17,300
remind them that as a

394
00:14:17,300 –> 00:14:19,020
young South Africans, their journey

395
00:14:19,020 –> 00:14:20,920
is common and the call

396
00:14:20,920 –> 00:14:23,170
center department at Harambee has

397
00:14:23,430 –> 00:14:24,960
a lot of those agents who

398
00:14:24,960 –> 00:14:26,160
come from the same line.

399
00:14:27,880 –> 00:14:28,080
And it was a bit difficult because the candidate had a lot

400
00:14:28,080 –> 00:14:33,770
of doubt, but he warmed

401
00:14:33,770 –> 00:14:35,350
up as soon as I shared with him that

402
00:14:35,810 –> 00:14:36,250
it is a free service

403
00:14:36,250 –> 00:14:40,960
and we wanted to help them as best as we can. I’d say

404
00:14:40,960 –> 00:14:44,280
even customer complaints, even customer

405
00:14:44,280 –> 00:14:46,760
queries, they do also help

406
00:14:46,910 –> 00:14:47,930
us as agents to better

407
00:14:47,930 –> 00:14:50,910
ourselves and in handling the

408
00:14:50,910 –> 00:14:52,190
next candidate that has a

409
00:14:52,190 –> 00:14:54,980
similar problem. I would say

410
00:14:54,980 –> 00:14:58,770
we draw a lot of energy from those complaints because they help us in

411
00:14:58,770 –> 00:15:02,490
improving services. And the team as Neli

412
00:15:03,450 –> 00:15:06,310
as highlighted have put aside

413
00:15:06,710 –> 00:15:07,590
the procedures in order for

414
00:15:07,910 –> 00:15:10,530
us to handle those queries.

415
00:15:11,530 –> 00:15:12,130
And it’s something that we really, really

416
00:15:14,160 –> 00:15:16,750
as agents like and enjoy

417
00:15:16,840 –> 00:15:18,710
doing, making someone understand the

418
00:15:18,710 –> 00:15:21,930
importance or Harambee in essence

419
00:15:22,480 –> 00:15:25,530
to their life. Yeah. And I think it is

420
00:15:25,530 –> 00:15:26,590
great too that you guys

421
00:15:26,590 –> 00:15:29,600
have that experience as well that you can

422
00:15:29,600 –> 00:15:31,760
share with them since you’ve

423
00:15:31,760 –> 00:15:33,390
been in the same situation

424
00:15:33,390 –> 00:15:34,470
and you can relate to

425
00:15:34,470 –> 00:15:35,530
what they’re saying, but then

426
00:15:35,530 –> 00:15:36,940
also that’s convincing to them

427
00:15:36,940 –> 00:15:39,440
as well. Just having that

428
00:15:39,440 –> 00:15:41,280
human empathy though, just that

429
00:15:41,280 –> 00:15:43,170
human element of wanting to

430
00:15:43,170 –> 00:15:46,480
help someone and to understand their situation

431
00:15:46,950 –> 00:15:47,810
I think goes a long

432
00:15:47,810 –> 00:15:50,000
way in customer service, for

433
00:15:50,000 –> 00:15:53,380
sure. Absolutely. I think one

434
00:15:53,380 –> 00:15:54,300
of the main thing as

435
00:15:54,300 –> 00:15:56,570
well is being connected to

436
00:15:56,570 –> 00:15:59,680
the Harambee[inaudible 00:00:15:57]. And our

437
00:15:59,680 –> 00:16:01,990
space really is about anyone

438
00:16:01,990 –> 00:16:03,390
who works in the organization,

439
00:16:03,390 –> 00:16:04,250
you really have to be

440
00:16:04,250 –> 00:16:05,760
a good fit for what

441
00:16:05,760 –> 00:16:07,640
we’re driving as Harambee, for what

442
00:16:07,640 –> 00:16:09,940
we stand for. So being

443
00:16:09,940 –> 00:16:11,640
connected to the purpose as Harambee, it

444
00:16:12,370 –> 00:16:14,000
really plays a huge role

445
00:16:14,000 –> 00:16:16,860
where people still feel energized

446
00:16:16,860 –> 00:16:17,940
to come to work because

447
00:16:17,940 –> 00:16:20,230
it’s really not about target.

448
00:16:20,680 –> 00:16:21,680
In our space, we use

449
00:16:21,680 –> 00:16:22,840
a language, where how many

450
00:16:22,840 –> 00:16:24,240
lives did you change on

451
00:16:24,240 –> 00:16:25,990
a daily basis? Wow! It’s

452
00:16:25,990 –> 00:16:28,670
not really about how many in

453
00:16:28,670 –> 00:16:30,830
terms of how many, in

454
00:16:30,830 –> 00:16:31,930
other industries they will tell

455
00:16:31,930 –> 00:16:32,960
you about the target. You need

456
00:16:32,960 –> 00:16:33,920
to make 20 or you

457
00:16:33,920 –> 00:16:34,750
need to have spoken to

458
00:16:34,750 –> 00:16:36,270
50 people. We don’t use

459
00:16:36,270 –> 00:16:37,390
that language at all because

460
00:16:37,390 –> 00:16:39,090
you understand what Harambee is

461
00:16:39,090 –> 00:16:40,400
all about. We use a

462
00:16:40,400 –> 00:16:42,700
simple language, how many lives

463
00:16:42,840 –> 00:16:43,690
did you change on a

464
00:16:43,690 –> 00:16:44,980
daily basis, which makes it

465
00:16:44,980 –> 00:16:46,570
easy for the negative for

466
00:16:46,570 –> 00:16:48,430
the advisors to really wake

467
00:16:48,430 –> 00:16:49,560
up in the morning, come

468
00:16:49,560 –> 00:16:50,390
to work because they are

469
00:16:50,390 –> 00:16:52,570
driven by these peoples. I

470
00:16:52,570 –> 00:16:53,400
want to go to work

471
00:16:53,400 –> 00:16:55,260
because I really want to

472
00:16:55,260 –> 00:16:57,850
change lives. That’s all it

473
00:16:57,850 –> 00:17:00,350
is in our space. That’s

474
00:17:00,350 –> 00:17:03,710
amazing. Yeah, that is… When

475
00:17:03,710 –> 00:17:05,730
we talk about metrics and

476
00:17:07,250 –> 00:17:08,260
it’s nice to hear this

477
00:17:08,260 –> 00:17:11,920
different side of service where

478
00:17:12,310 –> 00:17:13,370
you can have an 18

479
00:17:13,370 –> 00:17:15,530
minute call and you can,

480
00:17:16,010 –> 00:17:17,620
change someone’s life on a

481
00:17:17,620 –> 00:17:19,500
daily basis. That’s pretty powerful.

482
00:17:20,140 –> 00:17:22,440
Yeah, it is. I’d say

483
00:17:22,840 –> 00:17:26,110
what satisfies us as agents is the

484
00:17:26,110 –> 00:17:29,290
fact that when you assist

485
00:17:29,290 –> 00:17:31,020
someone, you don’t get anything

486
00:17:32,350 –> 00:17:33,240
back. But the fact that you

487
00:17:34,320 –> 00:17:36,230
have changed someone’s life or

488
00:17:36,230 –> 00:17:39,340
situation is more and more complimentary than

489
00:17:39,340 –> 00:17:41,980
anything else. It means that

490
00:17:41,980 –> 00:17:47,090
you regenerate a goal of loyalty between us and candidates. And

491
00:17:47,090 –> 00:17:48,340
it’s much more easier for

492
00:17:48,340 –> 00:17:50,610
them to even refer us to other

493
00:17:51,120 –> 00:17:55,430
young South Africans who are seeking help. I’d say the candidate that we are

494
00:17:55,430 –> 00:17:59,670
on the phone now is really the candidate that you want to help. So

495
00:18:00,770 –> 00:18:04,400
case by case, every case is important. Every call

496
00:18:04,400 –> 00:18:07,570
that we meet is entirely to change someone’s life.

497
00:18:08,080 –> 00:18:13,370
So that’s what we stand for and that’s the culture here. is amazing.

498
00:18:14,940 –> 00:18:16,870
It’s a nice transition into

499
00:18:17,460 –> 00:18:19,020
our next point, which is

500
00:18:19,020 –> 00:18:22,530
about recognizing and rewarding agents.

501
00:18:22,600 –> 00:18:24,850
Because you said that’s your

502
00:18:24,850 –> 00:18:26,310
reward for you is that

503
00:18:26,310 –> 00:18:27,320
you get to change people’s

504
00:18:27,320 –> 00:18:30,360
lives. Obviously, we recognized you

505
00:18:30,360 –> 00:18:32,010
in the CX Heroes program

506
00:18:32,580 –> 00:18:34,400
for Genesys and you joined

507
00:18:34,400 –> 00:18:35,700
us on the main stage

508
00:18:35,700 –> 00:18:38,070
in Amsterdam, which was fantastic.

509
00:18:38,690 –> 00:18:39,650
And for all of you

510
00:18:40,020 –> 00:18:42,030
who’s listening, check out the

511
00:18:42,160 –> 00:18:45,280
genesys. com/ cxheroes landing page.

512
00:18:45,570 –> 00:18:48,060
You can see Thapelo’s blog

513
00:18:48,060 –> 00:18:50,160
post about his story and

514
00:18:50,160 –> 00:18:51,400
we’re uploading a new video

515
00:18:51,400 –> 00:18:53,870
there soon too, highlighting Thapelo

516
00:18:53,910 –> 00:18:55,810
and hearing his story on

517
00:18:55,810 –> 00:18:58,900
camera. CX Heroes is a

518
00:18:58,900 –> 00:19:02,180
great program where anyone out

519
00:19:02,180 –> 00:19:03,690
there, anywhere around the world

520
00:19:03,690 –> 00:19:06,260
can recognize an agent or

521
00:19:06,260 –> 00:19:07,950
a service rep or an

522
00:19:07,950 –> 00:19:10,150
advisor, a manager, or a

523
00:19:10,150 –> 00:19:13,250
supervisor for providing great customer

524
00:19:13,250 –> 00:19:15,880
service. Just listening, caring, having

525
00:19:15,880 –> 00:19:17,910
empathy, or just solving a

526
00:19:17,910 –> 00:19:19,560
problem in a unique way.

527
00:19:20,140 –> 00:19:20,730
And you can read some

528
00:19:20,730 –> 00:19:21,640
of the stories up there,

529
00:19:21,640 –> 00:19:23,330
but the nomination form’s there,

530
00:19:23,330 –> 00:19:24,520
just fill out the form

531
00:19:24,520 –> 00:19:27,680
and tell your story. And

532
00:19:27,870 –> 00:19:29,650
then we received the nominations

533
00:19:29,650 –> 00:19:31,380
and we select them, the

534
00:19:31,380 –> 00:19:32,360
stories that we’re going to

535
00:19:32,360 –> 00:19:34,360
tell and we do video

536
00:19:34,360 –> 00:19:35,340
as well as blogs and

537
00:19:35,340 –> 00:19:36,420
social media. So I would

538
00:19:36,420 –> 00:19:38,410
encourage you to submit stories

539
00:19:38,410 –> 00:19:40,260
if you’re listening because it

540
00:19:40,260 –> 00:19:43,270
does recognize your agents and

541
00:19:43,740 –> 00:19:44,810
your company as well for

542
00:19:44,810 –> 00:19:46,920
providing great service. How do

543
00:19:46,920 –> 00:19:50,110
you guys, Neli, internally, do

544
00:19:50,110 –> 00:19:51,330
you guys have any internal

545
00:19:51,330 –> 00:19:52,920
program that you guys use

546
00:19:52,920 –> 00:19:55,530
to recognize your advisors for

547
00:19:55,530 –> 00:19:57,650
doing good work? Yes, we

548
00:19:57,650 –> 00:19:59,650
do, but what is important

549
00:19:59,650 –> 00:20:01,210
is we do not drive

550
00:20:01,210 –> 00:20:04,670
any monetary rewards, as I

551
00:20:04,670 –> 00:20:06,480
said, because we really want

552
00:20:06,480 –> 00:20:08,810
the team to be connected

553
00:20:08,810 –> 00:20:10,720
to the purpose. However, on

554
00:20:10,720 –> 00:20:13,420
a monthly basis, we award

555
00:20:13,960 –> 00:20:16,760
our overall top achiever in

556
00:20:16,760 –> 00:20:17,810
a sense that we look

557
00:20:17,810 –> 00:20:19,500
at adherence. For us, as

558
00:20:19,500 –> 00:20:21,450
I alluded earlier on the

559
00:20:21,720 –> 00:20:24,070
changing of lives, we really

560
00:20:24,070 –> 00:20:25,240
bring it back when we

561
00:20:25,240 –> 00:20:26,730
reward people at the end

562
00:20:26,730 –> 00:20:27,870
of the month where we

563
00:20:28,400 –> 00:20:30,680
look at, were you punctual?

564
00:20:30,680 –> 00:20:31,510
Do you come to work

565
00:20:31,510 –> 00:20:32,830
on time? Because we look

566
00:20:32,830 –> 00:20:33,750
at, if you are late

567
00:20:33,750 –> 00:20:34,900
for five minutes or 10

568
00:20:34,900 –> 00:20:36,070
minutes, we really link it

569
00:20:36,190 –> 00:20:37,780
back to say you’ve missed

570
00:20:37,780 –> 00:20:39,640
an opportunity to change someone’s

571
00:20:39,640 –> 00:20:40,890
life in the 10 minutes.

572
00:20:41,200 –> 00:20:42,130
So we don’t really talk

573
00:20:42,130 –> 00:20:44,130
about you are late, but

574
00:20:44,130 –> 00:20:45,130
we relate it back to

575
00:20:45,360 –> 00:20:47,550
really seeing the importance and

576
00:20:47,550 –> 00:20:49,030
the impact of you being

577
00:20:49,030 –> 00:20:51,120
late to work. Therefore, we

578
00:20:51,120 –> 00:20:52,260
reward them in the sense

579
00:20:52,260 –> 00:20:55,250
that the adherence to schedule

580
00:20:55,520 –> 00:20:56,990
and how many lives did

581
00:20:56,990 –> 00:20:58,900
you change, but especially the one

582
00:20:58,900 –> 00:21:00,260
big element is really about the

583
00:21:00,260 –> 00:21:01,960
quality. We’re not really looking

584
00:21:01,960 –> 00:21:02,910
at the number of lives that

585
00:21:03,190 –> 00:21:04,060
you changed, but the quality

586
00:21:04,060 –> 00:21:05,500
of the conversation that you

587
00:21:05,500 –> 00:21:07,720
have. And what also is

588
00:21:07,720 –> 00:21:10,110
important in these monthly meetings

589
00:21:10,180 –> 00:21:11,160
that we normally have where

590
00:21:11,160 –> 00:21:13,070
we recognize our team, it’s

591
00:21:13,070 –> 00:21:15,460
really about we give them certificated

592
00:21:15,460 –> 00:21:16,760
at the end of the

593
00:21:16,760 –> 00:21:19,700
session and importantly, even the

594
00:21:19,700 –> 00:21:21,870
candidate themselves, that we actually match

595
00:21:22,620 –> 00:21:23,830
to these candidates. They do

596
00:21:23,830 –> 00:21:24,970
come through to the contact

597
00:21:24,970 –> 00:21:27,150
center, where now they meet the

598
00:21:27,150 –> 00:21:28,530
person who they spoke to

599
00:21:28,530 –> 00:21:29,990
over the phone just to

600
00:21:29,990 –> 00:21:32,230
show appreciation. And I can

601
00:21:32,230 –> 00:21:34,060
tell you Jill, the atmosphere

602
00:21:34,500 –> 00:21:35,930
in the room, it’s something

603
00:21:35,930 –> 00:21:36,490
else where you are now

604
00:21:36,490 –> 00:21:39,130
meeting the person you spoke

605
00:21:39,130 –> 00:21:40,850
to over the phone. Now,

606
00:21:40,970 –> 00:21:42,490
actually the advisor is meeting

607
00:21:42,490 –> 00:21:43,420
the person who they were

608
00:21:43,420 –> 00:21:44,600
talking to on the phone.

609
00:21:45,000 –> 00:21:46,970
So that magic is what we do on

610
00:21:46,970 –> 00:21:48,440
a monthly basis where we

611
00:21:48,440 –> 00:21:49,560
make sure that we invite

612
00:21:49,560 –> 00:21:51,220
someone we’ve placed who are

613
00:21:51,220 –> 00:21:52,350
coming to the contact center

614
00:21:52,510 –> 00:21:53,590
to make sure that we

615
00:21:53,590 –> 00:21:55,580
reignite that energy, that spirit

616
00:21:56,120 –> 00:21:57,100
to make sure that what we do

617
00:21:57,100 –> 00:21:58,140
is not just a dream.

618
00:21:58,320 –> 00:21:59,550
It’s really something that it’s

619
00:21:59,550 –> 00:22:01,650
happening, it’s real, and the

620
00:22:01,650 –> 00:22:03,670
person that we are speaking to is actually next

621
00:22:03,670 –> 00:22:05,500
to them. Yeah, and it’s

622
00:22:05,500 –> 00:22:07,610
so inspirational too for everyone

623
00:22:08,300 –> 00:22:08,980
to be a part of

624
00:22:08,980 –> 00:22:15,640
that moment with your candidate. an

625
00:22:15,640 –> 00:22:18,650
agent, from my side, I

626
00:22:18,650 –> 00:22:20,730
think it’s much more satisfactory

627
00:22:21,650 –> 00:22:23,020
whenever you see someone that

628
00:22:23,020 –> 00:22:32,420
you assisted or hear a story about someone that you assisted. It’s great to hear such stories. But whenever

629
00:22:32,420 –> 00:22:32,720
you hear it, it’s more

630
00:22:32,720 –> 00:22:32,960
satisfactory than anything else. I

631
00:22:37,590 –> 00:22:40,480
think the initiative, I think the team also

632
00:22:40,480 –> 00:22:41,440
wants to come up with

633
00:22:41,990 –> 00:22:45,610
new ideas in order to incentivize, in order to just

634
00:22:46,080 –> 00:22:54,910
remind us of the cause and why we do this. So it doesn’t… Yeah, it is quite[inaudible 00:22:53]. Yeah, and I think

635
00:22:55,320 –> 00:22:56,520
there’s something face to face

636
00:22:56,520 –> 00:22:57,210
too. When you get to

637
00:22:57,210 –> 00:22:58,470
meet people face to face

638
00:22:58,470 –> 00:23:00,690
too, it’s a special moment.

639
00:23:01,470 –> 00:23:05,820
Yeah. talk a little bit about the loyalty

640
00:23:05,820 –> 00:23:08,530
or the word of mouth

641
00:23:08,530 –> 00:23:09,840
that sort of happens for

642
00:23:10,060 –> 00:23:11,610
Harambee and what that might

643
00:23:11,610 –> 00:23:12,590
look like. So as we

644
00:23:12,590 –> 00:23:16,670
know, turning customers into… Giving

645
00:23:16,670 –> 00:23:19,090
a positive customer service experience

646
00:23:19,150 –> 00:23:21,940
turns customers to being loyal

647
00:23:21,940 –> 00:23:25,210
to your company or your

648
00:23:25,210 –> 00:23:28,250
product or your brand. And

649
00:23:28,250 –> 00:23:29,150
so you talked a little

650
00:23:29,150 –> 00:23:30,740
bit about this earlier, and

651
00:23:30,740 –> 00:23:31,640
so I’d like to expand

652
00:23:31,640 –> 00:23:33,040
more on it, but when

653
00:23:33,040 –> 00:23:36,640
you place someone, do they

654
00:23:36,640 –> 00:23:37,890
go out and tell other

655
00:23:37,890 –> 00:23:39,410
people like, I got this

656
00:23:39,410 –> 00:23:42,290
job and I’m supporting, helping

657
00:23:42,290 –> 00:23:44,390
my family now and what

658
00:23:44,390 –> 00:23:45,420
does that word of mouth

659
00:23:45,420 –> 00:23:46,380
look like or how does

660
00:23:46,380 –> 00:23:48,440
that work for you all?

661
00:23:49,460 –> 00:23:51,570
Yep. A typical example is

662
00:23:51,570 –> 00:23:52,950
the call that made Thapelo

663
00:23:53,880 –> 00:23:58,890
win this competition. heard about Harambee

664
00:23:59,520 –> 00:24:01,060
from someone in his neighbor.

665
00:24:01,890 –> 00:24:03,810
So that person was assisted

666
00:24:03,810 –> 00:24:06,340
by Harambee and therefore our

667
00:24:06,990 –> 00:24:11,090
candidates, they’re more able to

668
00:24:11,090 –> 00:24:12,740
refer other people because of

669
00:24:12,740 –> 00:24:14,110
the service they’ve got. And

670
00:24:14,110 –> 00:24:15,240
not because they’ve got a

671
00:24:15,240 –> 00:24:17,510
job necessarily, but remember that our

672
00:24:17,670 –> 00:24:19,040
conversation is not really about

673
00:24:19,040 –> 00:24:20,520
placing people to a job, but it’s

674
00:24:20,520 –> 00:24:22,350
also about giving them skills

675
00:24:22,560 –> 00:24:23,590
to make sure that they

676
00:24:23,590 –> 00:24:24,700
can still be able to

677
00:24:24,700 –> 00:24:27,130
go out and seek employment

678
00:24:27,170 –> 00:24:28,580
on their own without really

679
00:24:28,890 –> 00:24:30,700
and being placed by us.

680
00:24:30,950 –> 00:24:32,370
But the conversation that we

681
00:24:32,370 –> 00:24:34,360
have and the readiness program

682
00:24:34,360 –> 00:24:36,040
that as Harambee we provide

683
00:24:36,530 –> 00:24:39,610
enables them to actually gain

684
00:24:39,610 –> 00:24:41,390
more skills, and that skills

685
00:24:41,390 –> 00:24:42,130
that they can actually practice

686
00:24:43,070 –> 00:24:44,640
is they go out and

687
00:24:44,640 –> 00:24:46,550
seeking for employment. So for

688
00:24:46,550 –> 00:24:48,590
us really our candidates, they are actually

689
00:24:48,590 –> 00:24:50,740
our… They spread the word

690
00:24:50,790 –> 00:24:52,050
of what we do as

691
00:24:52,420 –> 00:24:54,290
Harambee and that makes it really

692
00:24:54,290 –> 00:24:56,150
easy on our side. Even

693
00:24:56,150 –> 00:24:57,440
though we are on Facebook,

694
00:24:57,760 –> 00:24:58,410
we are on WhatsApp and

695
00:24:59,230 –> 00:25:00,650
all other platforms, but our

696
00:25:00,650 –> 00:25:02,810
real big ingredient is really

697
00:25:02,810 –> 00:25:04,110
the word of mouth. Because

698
00:25:04,680 –> 00:25:06,680
for us, every conversation is

699
00:25:06,680 –> 00:25:08,200
just not a number, it’s

700
00:25:08,200 –> 00:25:09,880
a life that we’re talking to, it’s

701
00:25:10,090 –> 00:25:11,790
a life that we’re changing. Therefore,

702
00:25:12,000 –> 00:25:13,220
the connection and the importance

703
00:25:13,220 –> 00:25:15,450
of that conversation makes it…

704
00:25:15,650 –> 00:25:16,970
It has a huge impact

705
00:25:16,970 –> 00:25:18,690
than just someone you just

706
00:25:18,690 –> 00:25:20,000
met and that’s it, or

707
00:25:20,000 –> 00:25:22,170
someone more like of a hit and run,

708
00:25:22,430 –> 00:25:23,490
what you normally find in

709
00:25:23,490 –> 00:25:24,730
other places. But for us, it’s really

710
00:25:25,090 –> 00:25:26,620
the impact that we have in

711
00:25:26,740 –> 00:25:28,650
each and every conversation that we have with

712
00:25:28,650 –> 00:25:33,020
our candidates. That is fascinating.

713
00:25:33,020 –> 00:25:36,240
And what a great story

714
00:25:36,240 –> 00:25:37,660
about word of mouth marketing

715
00:25:37,890 –> 00:25:40,040
or word of mouth validation

716
00:25:40,040 –> 00:25:42,500
for advocacy and creating loyal

717
00:25:42,500 –> 00:25:45,610
customers. That’s a pretty powerful

718
00:25:45,610 –> 00:25:47,240
moment when people are talking

719
00:25:47,240 –> 00:25:50,520
about your program in their

720
00:25:50,520 –> 00:25:53,900
communities so often. And not

721
00:25:53,900 –> 00:25:55,780
only do they just refer,

722
00:25:55,780 –> 00:25:56,710
but some of them, they

723
00:25:56,710 –> 00:25:57,770
even come back to the

724
00:25:57,770 –> 00:25:59,960
office and say, I’ve got

725
00:25:59,960 –> 00:26:01,210
a job and thanks to

726
00:26:01,210 –> 00:26:02,900
you, Harambee, I am who I

727
00:26:02,900 –> 00:26:04,010
am today because of your assistance.

728
00:26:04,930 –> 00:26:06,170
So it’s really about that

729
00:26:06,170 –> 00:26:07,800
impact with people. We give

730
00:26:07,800 –> 00:26:09,590
them skills as small as,

731
00:26:10,010 –> 00:26:11,750
did that actually to increase

732
00:26:11,750 –> 00:26:13,220
your chances of being employed,

733
00:26:13,440 –> 00:26:14,400
you need to have a

734
00:26:14,400 –> 00:26:16,630
driver’s license. People start thinking

735
00:26:16,630 –> 00:26:18,100
about, okay, how do I

736
00:26:18,170 –> 00:26:19,590
go about getting my license?

737
00:26:19,590 –> 00:26:20,530
As soon as they get

738
00:26:20,530 –> 00:26:22,220
that piece of paper, which

739
00:26:22,220 –> 00:26:23,940
now validates them as drivers,

740
00:26:23,940 –> 00:26:27,620
they come to the office

741
00:26:28,510 –> 00:26:29,830
and show us and say, here’s

742
00:26:31,120 –> 00:26:33,460
my driver’s license and we

743
00:26:33,460 –> 00:26:35,040
celebrate with them. So those

744
00:26:35,040 –> 00:26:36,660
stories are those stories that we

745
00:26:36,660 –> 00:26:39,010
really find, they’re more impactful

746
00:26:39,010 –> 00:26:40,240
than anything else that we

747
00:26:40,240 –> 00:26:43,880
can ever speak about. Yeah,

748
00:26:43,950 –> 00:26:45,100
because you really are changing

749
00:26:45,100 –> 00:26:51,840
lives. I mean it’s for[crosstalk 00:26:48]. So

750
00:26:51,840 –> 00:26:53,220
in getting into number five

751
00:26:53,220 –> 00:26:55,060
here and Thapelo, I would love

752
00:26:55,060 –> 00:26:56,420
to hear your insight on

753
00:26:56,420 –> 00:27:00,560
this. We talk about personalization

754
00:27:00,590 –> 00:27:02,500
in customer service a lot,

755
00:27:02,500 –> 00:27:05,770
but personalization sometimes isn’t done

756
00:27:05,770 –> 00:27:07,170
the right way. It’s done

757
00:27:08,150 –> 00:27:09,510
where you’re getting targeted by

758
00:27:09,510 –> 00:27:13,900
an ad or you’re just

759
00:27:13,900 –> 00:27:17,070
a number in a data.

760
00:27:17,460 –> 00:27:19,210
And so this is great

761
00:27:19,210 –> 00:27:20,150
now like because you just touched

762
00:27:20,150 –> 00:27:21,420
on this too is we

763
00:27:21,420 –> 00:27:22,410
don’t look at people as

764
00:27:22,410 –> 00:27:24,980
numbers. But often customer service,

765
00:27:24,980 –> 00:27:26,020
there are numbers and there’s

766
00:27:26,720 –> 00:27:28,610
data from them and people

767
00:27:28,820 –> 00:27:30,830
are getting targeted based off

768
00:27:30,830 –> 00:27:33,510
of their persona. At Genesys,

769
00:27:33,510 –> 00:27:34,420
We like to talk about

770
00:27:34,420 –> 00:27:36,500
it as personalization more as

771
00:27:36,500 –> 00:27:37,980
a unique experience. And I

772
00:27:38,330 –> 00:27:39,900
think Harambee is perfect for this,

773
00:27:39,900 –> 00:27:41,660
right? Because you guys are

774
00:27:41,660 –> 00:27:43,900
giving unique experiences every day,

775
00:27:43,900 –> 00:27:45,290
every time you’re on the

776
00:27:45,290 –> 00:27:47,240
phone with someone. But we

777
00:27:47,240 –> 00:27:48,470
like to talk about how

778
00:27:49,470 –> 00:27:53,240
the customers, personalization is really

779
00:27:53,240 –> 00:27:55,320
about them being treated special

780
00:27:55,320 –> 00:27:57,690
and unique and that there

781
00:27:57,690 –> 00:27:59,380
is information coming in about

782
00:27:59,380 –> 00:28:00,960
them, but that information is

783
00:28:00,960 –> 00:28:02,870
actually is used to help

784
00:28:02,870 –> 00:28:06,140
them to have a better

785
00:28:06,140 –> 00:28:07,740
service or a better experience.

786
00:28:09,470 –> 00:28:10,330
And so I’d like to

787
00:28:10,330 –> 00:28:11,470
hear what you guys think

788
00:28:11,470 –> 00:28:14,800
about that. Thapelo, start with

789
00:28:14,800 –> 00:28:17,170
you on how do you

790
00:28:17,170 –> 00:28:19,710
make your customers feel unique

791
00:28:19,710 –> 00:28:20,750
or special? And I’m sure

792
00:28:20,750 –> 00:28:22,300
all their stories are unique,

793
00:28:22,650 –> 00:28:24,010
but is there a certain

794
00:28:24,010 –> 00:28:24,930
thing that you do to

795
00:28:24,930 –> 00:28:26,890
help them feel like they’re

796
00:28:26,890 –> 00:28:28,770
the only customer or candidate

797
00:28:28,770 –> 00:28:29,700
in the world right now

798
00:28:29,700 –> 00:28:30,540
that you’re with on the

799
00:28:30,540 –> 00:28:34,610
phone? All right. I’d say as we’ve highlighted earlier regarding the history that as call center agents we have as Harambee, and Harambee all come from this system. First thing is understanding that we

800
00:28:35,460 –> 00:28:56,730
as agents have the responsibility to help someone. And if we have the right information, we can use that information to match them to opportunities as best as we can. In my line of work,

801
00:29:02,630 –> 00:29:04,670
I’d say being polite, being flexible, being

802
00:29:06,490 –> 00:29:11,840
attentive contributes very well in gathering the right information.

803
00:29:12,240 –> 00:29:13,580
I’d say I also tend

804
00:29:13,580 –> 00:29:15,790
to be a bit personal.

805
00:29:16,390 –> 00:29:17,910
I tend to warm up

806
00:29:17,910 –> 00:29:19,940
to candidates as well. And

807
00:29:21,160 –> 00:29:23,310
I ask questions that really, really

808
00:29:23,380 –> 00:29:26,110
at times would make someone

809
00:29:26,110 –> 00:29:27,710
think. I do motivate as

810
00:29:27,710 –> 00:29:33,220
well. I believe our scripts nowadays, we do give. What that means

811
00:29:33,220 –> 00:29:35,020
is basically we do motivate.

812
00:29:35,060 –> 00:29:39,240
Whenever there’s an opportunity to study, we

813
00:29:39,240 –> 00:29:41,290
do refer candidates on where to go

814
00:29:41,290 –> 00:29:42,900
in terms of study. So

815
00:29:42,900 –> 00:29:44,710
it becomes more personal. It

816
00:29:44,710 –> 00:29:47,700
doesn’t really become more, give

817
00:29:47,700 –> 00:29:50,330
me data. It’s more, let’s

818
00:29:50,330 –> 00:29:52,170
have a relationship, let’s build

819
00:29:52,170 –> 00:29:52,840
a relationship where this training

820
00:29:52,840 –> 00:29:59,750
will work for both of us. So it’s a small view us

821
00:30:00,010 –> 00:30:15,840
as agents giving ourselves, mirroring the candidate, making sure that I understand them and their information, understanding how important it is. Yeah. So

822
00:30:15,840 –> 00:30:17,370
just to add on that, Jill, is

823
00:30:17,370 –> 00:30:19,680
that really what makes our

824
00:30:20,320 –> 00:30:22,700
candidates unique is the fact

825
00:30:22,700 –> 00:30:24,570
that the conversation, it’s really

826
00:30:24,610 –> 00:30:28,380
about that individual. So we

827
00:30:28,380 –> 00:30:29,600
do not have a script.

828
00:30:29,900 –> 00:30:31,630
What we have is more

829
00:30:31,630 –> 00:30:33,290
of guidelines of some of

830
00:30:33,660 –> 00:30:34,790
the questions that they need to ask, but

831
00:30:34,880 –> 00:30:36,700
really the conversation is about

832
00:30:36,930 –> 00:30:38,140
the response you get from

833
00:30:38,140 –> 00:30:39,690
the candidate. That’s what drives

834
00:30:39,690 –> 00:30:41,750
the conversation. So it’s not

835
00:30:41,750 –> 00:30:42,580
really… We don’t have the

836
00:30:43,160 –> 00:30:44,620
blanket approach on each and

837
00:30:44,620 –> 00:30:47,030
every conversation. It’s really driven

838
00:30:47,030 –> 00:30:48,090
by the response you get

839
00:30:48,090 –> 00:30:49,360
from a candidate from you

840
00:30:49,650 –> 00:30:51,360
listening to the candidate on the

841
00:30:53,870 –> 00:30:55,960
other line. It makes you to really

842
00:30:55,960 –> 00:30:58,020
be able to give the

843
00:30:58,020 –> 00:30:59,820
information that they need. For

844
00:30:59,820 –> 00:31:02,940
example, if someone says, I

845
00:31:02,990 –> 00:31:05,020
completed my[ foreign language 00:31:00]. in our

846
00:31:05,020 –> 00:31:06,460
language, that is like the

847
00:31:06,850 –> 00:31:09,380
highest high school and someone

848
00:31:09,440 –> 00:31:13,560
who’s completed university, they advise that

849
00:31:13,660 –> 00:31:14,930
you’re going to give, all the tip

850
00:31:15,060 –> 00:31:16,220
you’re going to give can never be the

851
00:31:16,220 –> 00:31:18,420
same because these people are

852
00:31:18,420 –> 00:31:20,230
not in the same space

853
00:31:20,660 –> 00:31:22,800
in their lives. Therefore, every

854
00:31:22,800 –> 00:31:25,220
conversation is unique to that

855
00:31:25,220 –> 00:31:26,960
individual. So it’s not like

856
00:31:26,960 –> 00:31:28,240
a script where you have

857
00:31:28,280 –> 00:31:29,360
to ask this question and,

858
00:31:29,360 –> 00:31:30,780
and, and, but it’s really

859
00:31:30,780 –> 00:31:32,760
about the conversation depending on

860
00:31:33,100 –> 00:31:34,530
the conversation that you have or the

861
00:31:34,530 –> 00:31:36,120
responses that you get from

862
00:31:36,120 –> 00:31:37,770
the candidate. So that makes it a

863
00:31:37,770 –> 00:31:41,590
unique, individual, and unique conversation

864
00:31:41,590 –> 00:31:43,130
because you can find that

865
00:31:43,130 –> 00:31:44,410
you’ve spoken to five people,

866
00:31:44,410 –> 00:31:45,850
but the tips that you gave that

867
00:31:45,850 –> 00:31:47,840
person, they’re different depending on

868
00:31:47,840 –> 00:31:51,270
their circumstances, depending on their background, depending on where

869
00:31:51,270 –> 00:31:53,220
they are at this point in time.

870
00:31:54,440 –> 00:31:55,990
Yeah. And the foundation of

871
00:31:55,990 –> 00:31:57,530
your organization is set up

872
00:31:57,530 –> 00:31:58,810
that way. So I think

873
00:31:58,810 –> 00:32:01,970
that… Right? Like it’s helpful

874
00:32:01,970 –> 00:32:06,930
that policy or the program

875
00:32:06,930 –> 00:32:07,640
is set up in a

876
00:32:07,640 –> 00:32:09,480
way to empower you all,

877
00:32:09,620 –> 00:32:12,220
the employees, to give the

878
00:32:12,220 –> 00:32:13,430
best service you can and

879
00:32:13,540 –> 00:32:14,420
to treat everyone as a

880
00:32:14,420 –> 00:32:18,180
unique individual. And the KPIs and the

881
00:32:18,180 –> 00:32:19,230
metrics are set up to

882
00:32:19,230 –> 00:32:21,510
support that as well. But

883
00:32:21,510 –> 00:32:22,160
I think it’s a great

884
00:32:22,160 –> 00:32:24,400
example of how it starts

885
00:32:24,400 –> 00:32:25,930
with everyone in the entire

886
00:32:25,930 –> 00:32:28,850
company to make sure that

887
00:32:28,850 –> 00:32:30,110
everyone’s on the same page

888
00:32:30,110 –> 00:32:31,580
in providing that service, that

889
00:32:31,580 –> 00:32:34,080
unique service to your candidates.

890
00:32:34,460 –> 00:32:35,200
Do you agree with that?[crosstalk 00:

891
00:32:35,200 –> 00:32:39,740
32: 36]. sometimes there’s a

892
00:32:39,740 –> 00:32:44,510
mix bag of… Supervisors and

893
00:32:44,510 –> 00:32:45,920
managers might want things one

894
00:32:45,920 –> 00:32:49,220
way and the executives might

895
00:32:49,290 –> 00:32:50,450
want things another way, but

896
00:32:50,450 –> 00:32:52,040
your entire company has come

897
00:32:52,040 –> 00:32:54,900
together on this is how

898
00:32:54,900 –> 00:32:56,930
we provide great service to

899
00:32:56,930 –> 00:32:59,430
these candidates, and this is

900
00:32:59,430 –> 00:33:00,260
what this looks like and

901
00:33:00,260 –> 00:33:01,410
everyone’s in agreement with it.

902
00:33:02,720 –> 00:33:04,670
Absolutely. So I think even

903
00:33:04,670 –> 00:33:06,170
from… With the executives, with

904
00:33:06,270 –> 00:33:08,190
managers, and then the recruitment

905
00:33:08,190 –> 00:33:10,060
process is rigorous in the sense

906
00:33:10,060 –> 00:33:12,360
that you go through couple

907
00:33:12,360 –> 00:33:14,540
of interviews. The main thing

908
00:33:14,540 –> 00:33:17,410
that really we want to

909
00:33:17,410 –> 00:33:19,160
figure out in the entire process

910
00:33:19,160 –> 00:33:23,100
is really, are you a good fit to Harambee policies

911
00:33:23,100 –> 00:33:25,890
to the Harambee culture? Because we understand it’s

912
00:33:25,890 –> 00:33:27,630
not really about… Even if

913
00:33:27,630 –> 00:33:29,210
you can have a call

914
00:33:29,210 –> 00:33:30,820
center experience, but are you a good

915
00:33:30,820 –> 00:33:32,430
fit to what we stand

916
00:33:32,430 –> 00:33:33,960
for as Harambee. Hence, our

917
00:33:33,960 –> 00:33:35,740
recruitment. Hence, we believe that

918
00:33:35,740 –> 00:33:37,500
anyone and everyone who’s in

919
00:33:37,500 –> 00:33:39,760
this organization is really a

920
00:33:39,760 –> 00:33:41,140
fit because they went through

921
00:33:41,140 –> 00:33:42,330
all these steps to make

922
00:33:42,330 –> 00:33:43,860
sure that they do fit

923
00:33:43,860 –> 00:33:46,990
into our culture. That’s wonderful.

924
00:33:47,400 –> 00:33:49,470
Yeah, it’s a great model

925
00:33:50,350 –> 00:33:53,190
on how contact center or

926
00:33:53,190 –> 00:33:54,940
outbound call center could be

927
00:33:55,300 –> 00:33:58,090
managed and ran and the

928
00:33:58,090 –> 00:33:59,170
quality of service that you

929
00:33:59,170 –> 00:34:00,480
guys give to your candidates

930
00:34:00,480 –> 00:34:03,180
is just amazing. It’s a

931
00:34:03,180 –> 00:34:07,080
fantastic program. Absolutely. Thank you.

932
00:34:07,080 –> 00:34:09,390
Thank you. If we wrap

933
00:34:09,390 –> 00:34:10,730
up here, just want to

934
00:34:10,730 –> 00:34:12,430
give them a couple of summary

935
00:34:12,450 –> 00:34:13,390
points at the end of this

936
00:34:13,990 –> 00:34:15,510
On- demand webinar here about

937
00:34:15,510 –> 00:34:16,980
hiring the right people for

938
00:34:16,980 –> 00:34:18,920
your business, which Neli, you

939
00:34:18,920 –> 00:34:21,780
just talked about that, about that they’re

940
00:34:22,630 –> 00:34:23,450
a good fit for your

941
00:34:23,450 –> 00:34:26,230
culture. Customer service can be

942
00:34:26,230 –> 00:34:28,530
tough, so reward your advisors,

943
00:34:28,530 –> 00:34:30,250
agents, representatives, make sure that

944
00:34:30,250 –> 00:34:33,650
they feel like they’re being

945
00:34:33,650 –> 00:34:34,880
rewarded for the work that

946
00:34:34,880 –> 00:34:36,760
they do and being acknowledged

947
00:34:36,760 –> 00:34:37,550
for how hard it can

948
00:34:37,550 –> 00:34:40,540
be sometimes. And CX and

949
00:34:40,540 –> 00:34:42,500
customer service work together for

950
00:34:42,500 –> 00:34:45,500
brand loyalty, so sometimes people

951
00:34:45,500 –> 00:34:46,940
kind of mix in customer

952
00:34:46,940 –> 00:34:48,840
experience and customer service into

953
00:34:48,840 –> 00:34:50,970
the same bucket, but they’re actually

954
00:34:50,970 –> 00:34:53,580
different things and they actually

955
00:34:53,580 –> 00:34:56,620
work together for company loyalty

956
00:34:56,620 –> 00:35:01,340
and creating those great experiences

957
00:35:01,930 –> 00:35:03,900
that make the customers come

958
00:35:03,900 –> 00:35:06,380
back. And then usually using

959
00:35:06,620 –> 00:35:08,870
personalization to improve customer experience,

960
00:35:10,070 –> 00:35:11,550
not just deliver more ads

961
00:35:11,550 –> 00:35:13,430
or making them just a

962
00:35:13,430 –> 00:35:16,080
persona and making sure that,

963
00:35:16,330 –> 00:35:17,450
that stat we saw, that

964
00:35:17,750 –> 00:35:20,970
79% of people feel like

965
00:35:20,970 –> 00:35:22,730
they’re a generic customer rather

966
00:35:22,730 –> 00:35:25,300
than a unique individual. And

967
00:35:25,430 –> 00:35:26,800
so using personalization to make

968
00:35:26,800 –> 00:35:30,140
them feel unique and that

969
00:35:30,140 –> 00:35:31,060
they’re the only customer in

970
00:35:31,060 –> 00:35:33,260
the world, which I think

971
00:35:33,380 –> 00:35:34,460
Harambee does an amazing job

972
00:35:34,460 –> 00:35:35,310
at. And it’s a great

973
00:35:35,310 –> 00:35:36,810
example of how that works.

974
00:35:37,120 –> 00:35:38,450
We do have an ebook

975
00:35:38,450 –> 00:35:39,500
that goes along with this

976
00:35:39,500 –> 00:35:40,450
webinar, if you’d like more

977
00:35:40,450 –> 00:35:42,480
information. It’s called Customer Service

978
00:35:42,480 –> 00:35:44,050
Best Practices and we’ll provide

979
00:35:44,050 –> 00:35:45,600
the link here in the

980
00:35:45,600 –> 00:35:47,420
window, but it goes into

981
00:35:47,420 –> 00:35:50,450
each one of these habits

982
00:35:50,450 –> 00:35:51,870
or these successful habits in

983
00:35:51,870 –> 00:35:53,730
a deeper way. And it

984
00:35:53,730 –> 00:35:54,990
also has quotes from our

985
00:35:54,990 –> 00:35:57,570
CX Heroes and some advice

986
00:35:57,570 –> 00:35:58,630
from our CX Heroes about

987
00:35:58,630 –> 00:35:59,520
how they do it, or

988
00:35:59,750 –> 00:36:01,190
experiences that they’ve had. So

989
00:36:01,180 –> 00:36:04,110
it’s a great resource. It actually

990
00:36:04,110 –> 00:36:05,050
just showed up on our

991
00:36:05,050 –> 00:36:06,590
top 10 list at Genesys

992
00:36:06,590 –> 00:36:09,320
for most viewed content. So

993
00:36:09,320 –> 00:36:10,900
your peers are downloading it.

994
00:36:11,240 –> 00:36:12,080
So I would advise you

995
00:36:12,080 –> 00:36:12,840
to take a look and

996
00:36:12,840 –> 00:36:14,210
see what you think. And

997
00:36:14,210 –> 00:36:15,520
then just one quick note,

998
00:36:16,030 –> 00:36:17,130
we’re always looking for great

999
00:36:17,130 –> 00:36:18,610
CX Hero stories. We’d love

1000
00:36:18,610 –> 00:36:20,630
for you to nominate a

1001
00:36:20,630 –> 00:36:22,320
customer service rep, a supervisor,

1002
00:36:22,320 –> 00:36:24,540
a manager, an agent, any

1003
00:36:24,540 –> 00:36:27,490
employee basically who’s gone above

1004
00:36:27,490 –> 00:36:28,450
and beyond to provide great

1005
00:36:28,450 –> 00:36:30,880
customer service. And we’ll provide

1006
00:36:30,880 –> 00:36:31,850
the URL here at the

1007
00:36:31,850 –> 00:36:33,590
end of the session as

1008
00:36:33,590 –> 00:36:36,790
well. Neli and Thapelo, it’s

1009
00:36:36,790 –> 00:36:37,690
been so great to see

1010
00:36:37,690 –> 00:36:38,520
you both and talk to

1011
00:36:38,520 –> 00:36:42,280
you both again. We can’t

1012
00:36:42,280 –> 00:36:43,510
wait this long next time

1013
00:36:43,510 –> 00:36:44,490
to chat. We need to

1014
00:36:44,490 –> 00:36:47,480
do it sooner. Absolutely. Thank

1015
00:36:47,480 –> 00:36:48,740
you so much, Jill. Nice

1016
00:36:48,740 –> 00:36:51,370
seeing you. Thank you for

1017
00:36:51,370 –> 00:36:53,340
all your great insights and

1018
00:36:53,670 –> 00:36:55,650
for your wonderful organization that’s

1019
00:36:55,650 –> 00:36:58,270
changing people’s lives. We’ll stay

1020
00:36:58,270 –> 00:37:00,080
in contact and talk soon

1021
00:37:00,650 –> 00:37:01,480
and thanks to everyone who

1022
00:37:01,480 –> 00:37:03,260
watched today. We’ll have more

1023
00:37:03,260 –> 00:37:05,560
of the CX Hero webinar series coming

1024
00:37:05,560 –> 00:37:08,090
up, so continue to stay

1025
00:37:08,090 –> 00:37:09,370
on to this channel and

1026
00:37:09,370 –> 00:37:10,310
we’ll add more on a

1027
00:37:10,310 –> 00:37:11,660
regular basis and you can

1028
00:37:11,660 –> 00:37:13,460
hear more from the managers

1029
00:37:13,540 –> 00:37:15,070
and agents and advisors who

1030
00:37:15,070 –> 00:37:16,050
are actually doing the work

1031
00:37:16,050 –> 00:37:17,520
every day. Thank you so

1032
00:37:17,520 –> 00:37:18,220
much and have a great

1033
00:37:18,220 –> 00:37:20,620
day. Bye, Jill.

Meet the Speakers

Neli mzizi webinar image

Nelisiwe Mzizi
Contact Center Manager
Harambee, South Africa

Cx hero thapelo kwenane

Thapelo Kwenane
Contact Center Advisor
Harambee, South Africa

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