SAMPLE HEADLINE

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Health Wellbeing Contact Centre Management
Association CCMA
Antoine Casgraincasgraina_at_stgeorge.com.au Februar
y 2009
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(No Transcript)
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Contact Centre World Awards Why we won

• Staff Engagement
• Balanced Scorecard
• Fully loaded cost per call

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Contact Centre World Awards Spider Web Reporting
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Absenteeism Turnover
Gained 1,400 days Savings of 2.3 million
(11.2 FTE)
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The Phone Consultants Perspective

• Repetitive, monotonous, stressful work
• Divorce rate at 50, social isolation
• Surrounded by illness
• Commuting issues, rage

Yet every year we ask staff to do More with
Less
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The Consequences

• 1) Presenteeism issues
• Talk / ACW increases
• Adherence issues
• Hiding in AUX
• Training pleas
• Workers compensation
• 2) Absenteeism/ Turnover

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Absenteeism Turnover
1 Day less, per person, per year 279,000
1 less, per year 161,000
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Staff Engagement Key Influencers

• Relationship with my boss
• Senior Management care about me
• Congruence
• Tangible investments
• Pleasant distractions
• Fair and transparent opportunity to earn
  incentives

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Health Wellbeing Program Principles

• Not a one-off / fad
• Concerted / structured approach
• Permeate the culture
• Experiential

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Health Wellbeing Program Structure

• Yearly program, Quarterly themes, Monthly
  initiatives
• Dedicated .5 FTE 125/FTE
• Quarterly Briefings, Monthly Menus,
  Fortnightly team meetings, Weekly emails,
  Weekly toilet kitchen posters
• Staff induction 1 day then 20 structured mins
  per team meeting special training for the
  leadership group trainers

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Health Wellbeing Program Some Ideas

• Harness talent from within massage,
  nutritionist, naturopath, card making, cooks,
  iridiology etc
• Hassle manufacturers for samples
• External speakers to offsites/ team meetings
  (TAFE college, local shops)
• Buy a H W DVD set (12 x15 min)
• 2 mins stretches every hour/DeskActive
• Team budgets (100/month)

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Health Wellbeing Program Creative Giveaways

• Natural toothpaste samples
• White tea
• St-Johns Wort
• USB mouse massager
• Mouse pad inserts
• Coffee cup warmers
• Soup / fresh juice /frozen yougurt runs
• Hard plastic bottles (polycarbonate)
• Fresh juice coupon in birthday cards
• Stretching tools / maps

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Q A
Antoine Casgraincasgraina_at_stgeorge.com.au