I was recently lucky enough to meet with Gayl Roden – 2011 CCINZ winner - Contact Centre Team Leader of the Year to chat about what makes a good CSR and why she thought contact centres were a good career move.

When Gayl spoke about contact centres being the place of the future her points truly resonated with me. My life is busy and if I can get queries dealt with over the phone and online it certainly makes my life easier.  I think this is why we will see growth in the contact centre world over the years to come, through all of its various touch points, which in turn makes it a great career path to consider. Naturally, when I deal with a company and interact with a great CSR it leaves me feeling good about the fact that I choose to be a customer of theirs! On that note Gayl gives some great pointers for becoming a good CSR.

Hope you enjoy the short clips as much I enjoyed listening to Gayl's thoughts on the subjects. Happy watching.

Why Contact Centres are good for your career

What makes a good Customer Service Representative

When I graduated from Uni in the late 90’s, I can’t say that working in a contact centre was ever a job I considered (or even knew existed!). But nowadays with the numbers graduating and the New Zealand job market tightening, gaining any form of permanent employment in a large organisation is a positive step to starting a successful career.

The contact centre is a great entry point for grads with little work experience to learn a business from the ground up. They develop patience and empathy through working and dealing with people from all walks of life. As these new recruits gain skills, build networks and seek greater challenges, opportunities to move into marketing, IT, HR, management and other areas across the organisation become possible.

Speaking to our contact centre recruiters they agreed, commenting that clients (though currently only a small number) saw the contact centre as a training ground for new employees to learn the business for 6-12 months, before moving to other parts of the business. This satisfies both the companies’ need to recruit and retain top talent as well as the impatience of Gen Y grads who want to learn and move on to the next challenge.

A Christchurch based Client Services Manager said he believes diverse backgrounds are what make a great contact centre. His experience in recruiting grads was very positive though. They do need managing as there is a desire to know everything going on in the business, and are very keen to share their opinion even if they have minimal knowledge of the subject matter. In the end it’s about managing that Gen Y employee within a larger group of staff and harnessing those fresh ideas. He stated “the right people with the right attitudes” get opportunities when they arise. He pointed out two particular examples of grads that had been taken on at contact centre level in his organisation and are now in upper management roles.

On the flip side: the majority of contact centres with tight recruitment budgets seem adverse to hiring grads due to the perceived low return on investment that comes with churn. I think there has to be a flexible and holistic view held by the wider organisation that channelling this fresh talent, motivation and enthusiasm from the ground up can be used to positively influence the wider business.

In saying all of this, are contact centres a ‘sexy’ first job option for a grad? I hear a resounding ”no”! But the simple reality is that in this fragile, post-recession economy, every Tom, Dick and Harry has a degree. My education alone, no longer makes me the anomaly; now even the office junior has letters after their name. It’s a simple fact: Gen Ys need to earn their stripes too; your first job out of Uni should be like your apprenticeship.

So really what I’m trying to say is everyone needs to take responsibility…from recent grads, first time employees to employers. Grads need to on the whole, change their attitude, be more open and be prepared to start at entry level and prove themselves. The majority of employers need to do a better job of promoting their contact centres and be willing to harness fresh talent and ideas for the good of the whole organisation. Who knows this combined effort could be a match made in heaven!

Listen to what this award winning contact centre manager thinks:

WAIT...!  Before you let out that big sigh of relief (thank goodness the interview is over!), or bolt straight for the front door, there are a few essentials to remember to successfully close the interview.

At the end of the interview
The last question is usually “do you have any questions?”  This is your chance to convey your interest in pursuing the opportunity.  Only ask questions where you can’t find the answers for yourself.  Some ideas are:

• What is the process for inducting new staff into your organisation?
• How would you describe the culture of your organisation?
• What is the vision for your organisation/the department over the next year?

Once the question / answer part of the interview has concluded, follow these simple tips:

• If you are interested in the position, confirm your interest by stating for example “I’d really enjoy being part of this team and would love the opportunity to work for your company” or “I’m passionate about this role and I’d be very keen to be considered for this position.”
• Shake hands with the interviewers
• Thank the interviewers for their time

What to expect after the interview:
Don’t be discouraged if an offer isn’t made straight away. Most employers will interview at least 2-3 candidates per role and may not debrief until the entire interview and background checking process (i.e. reference checks, credit checks) has been completed.  They will then contact Madison with feedback, and hopefully an offer!

All the best!
I hope you have enjoyed this three part series and learnt some great tips to ensure you ace your next interview! 
If you have any further questions or wish to contact me directly you would be most welcome to on This e-mail address is being protected from spambots. You need JavaScript enabled to view it or by phoning (09) 303-4455.
Don’t forget to check out www.madisongroup.co.nz/connect.htm for more helpful suggestions via our YouTube channel and other resources.

Image: Stuart Miles / FreeDigitalPhotos.net

The day has finally arrived.  You’re five minutes early, and look like you’ve walked off the set of ‘The Apprentice.’ You know your CV, the position description, and information about the company inside and out.  You’ve practised your behavioural/competency based questions and feel ready to take on the world!  Before embarking on what could be the most life-changing hour of your life, check out the tips below to ensure you ace the interview!

• First impressions count!  It is claimed that people form their first impression of you in 7 seconds and those impressions can be permanent.  Projecting a confident and professional image is essential.  Remember to smile, build rapport quickly and have a firm handshake!  Be polite to everyone you meet at the company.  They all count.

• Follow the interviewer’s direction on where to sit and follow their lead in the conversation.  Be very aware of not talking over, or interrupting the interviewer. If there are multiple people, be sure to direct your responses to all of the interviewers.

• Listen carefully to what is being asked during the interview and answer with relevant information specific to the role from your past behaviour and experiences.  If you are unclear on anything, ask for clarification. If you are unable to answer the question with a previous work situation it’s okay to think outside the square – e.g. negotiations with team members during a University project, sports team etc.

• I’m the perfect candidate for this role! Look for opportunities to sell yourself in the interview. Tell the company how good you are, but be careful - you want to come across as confident, definitely not smug or arrogant!

Factors that can have a negative impact:

• Being late to your interview
• Limp handshake
• Sunglasses on your head
• Chewing gum
• Mobile phone not turned off (it needs to be off – not on silent/vibrate mode)
• Lack of interest or enthusiasm
• Saying negative things about past employers.  If you have had a negative experience with a previous employer / manager, speak with your Consultant who will guide you on how to discuss this in a professional manner.
• Making excuses – take responsibility!
• Lying – always be completely honest
• Think carefully before accepting a drink – you might find yourself in a chair without arms and out of reach of a table!

Next week, part 3 will cover how to end the interview and what to expect after the interview. In the meantime, check out www.madisongroup.co.nz for more tips and resources.

Image: Ambro / FreeDigitalPhotos.net

Interviews are nerve wracking, but the key is planning and preparation. The more prepared you are, the more comfortable and confident you are likely to come across! Over the next three weeks, my three part series will cover three stages – before, during and after the interview.

PART ONE - HOW TO PREPARE FOR AN INTERVIEW

• Research – Learn as much as possible about the company you are interviewing with. Research its products or services, people, competitors and current market conditions they face. You can find this information on their website, news sites, the National Business Review, by googling them and even just talking to friends.

• Know the role – Prior to the interview, ensure you clearly understand the job description. Knowing what the role expectations are will help you to anticipate the kinds of questions you are likely to be asked. You can therefore plan examples to refer to in your most recent work history.

• Review your resume – Interviewers need to hear you articulate your skills and achievements. Pinpoint areas that the interviewers may ask you about and practice talking about it with a friend or family member.

• Practise behavioural based questions – Competency or behavioural based questions are most commonly used in the interview process. This is when the interviewer asks for a specific situation where you demonstrated the key behaviour that denotes success in the role you are interviewing for (for example, “tell me about a time when you have dealt with a difficult customer and tell me how you handled the situation”). Rehearse examples of past situations and events where you can clearly state what you did in those instances and what the outcomes of your behaviour were.

• Plan your route and what you will wear – Be sure you are clear on where to go, how you will get there, who you need to ask for and what time you need to report (it’s a good idea to plan on arriving 5 minutes prior to your interview time). Ensure you will be smartly and appropriately presented.

Next week, part 2 will cover tips for during the interview. In the meantime, check out our YouTube channel and www.madison.co.nz/tips for more.

Image: photostock / FreeDigitalPhotos.net

10: WAIHI GORGE, New Year’s Eve, 1999… camped out in dewy knee-high grass, we had to dodge the cow pats on the way to long drop toilets and bathe in a river that was not at all reminiscent of a Hollie Smith song. Watching the countdown on an old 12volt black & white (and grey fuzz) TV we witnessed everyone else partying like it’s– well it was, and quite frankly if Y2K did hit that would’ve been a highlight

9: CHRISTCHURCH was a lovely little city before the quake hit, but if you’re working through Christmas and New Years it really isn’t a great NZ holiday. There’s something about a night out on your own town for New Year’s Eve – you often end up bumping into the people you WISH had gone away!

8: LITTLE AKALOA… somehow I think the naming of this bay was lost in translation, but it does in fact exist. If you’re looking for a quiet escape with a windy but not very wavy beach, keen to befriend some local sheep and play a bit of tennis then look no further! That pretty much sums it up, but at least Akaroa is just around the corner.

7: SUMNER however is the place to stay for those Christchurchians opting for the staycation. An apartment on the esplanade allows for morning runs/walks/swims on the beach and the sea breeze is something magical to wake up to. Drinks on a balcony and fish n chips for dinner make this part of town feel like a holiday even if you’re working through.

6: OKAINS BAY just around the corner from Akaroa/Akaloa/hakunamatata is another great spot conveniently close to town but allows for a real camping experience. New Years’ is best spent with a bunch of mates making up songs to the guitar and drawing tattoos on each other to be burned in the next day while enjoying the sun on the beach.

5: TWIZEL might surprise you, being a town full of temporary housing left over from the dam days. Gone (almost) are the tea rooms and in place there are a couple of decent restaurant/bars. There’s even a gallery selling decorative home items, much like you might find in a ToiToi store but with that small town charm. It’s close to lakes and rivers and a short drive out of beautiful Tekapo, and if you’ve got a bach lined up it’s the perfect place to crank the iPod and party with mates and glow sticks.

4: HOKITIKA is great for a long weekend holiday with the Wild Foods Festival held each year. What could possibly be better than the gourmet samplings ranging from whitebait and huhu grubs, to mountain oysters and ‘protein shots’. Costumes are compulsory and you must end the day with a bonfire on the beach.

3: QUEENSTOWN – there’s a reason its full of tourists – this is like the NZ version of Whistler Village, friendly party people and Remarkable mountain views. From cheap camping to expensive hotels, calm gondola rides to exhilarating bungee jumps and jet boating, every kiwi should at least once experience a holiday in one of the spots our country is most renowned for.

2: LAKE BENMORE - when it’s a glassy day on the lake you can make numerous attempts at water skiing or wakeboarding or troll for hours in hope of catching the elusive escaped Salmon. Take a climb up ‘lizard hill’, wander the dry dusty camp ground, and bump into old friends under shady pine trees. There’s even an annual fishing competition!

1: KAITERITERI – a kiwi favourite famed for its glorious golden beaches, beautiful national parks and sunny warm days. It was the summer of 1997, we entered the local campground New Year’s Eve talent show and won first prize – a water taxi tour around the bay! Sure, we sang a pretty average rendition of ‘Lean on Me’, and yes, it was drawn out of a bucket, but that holiday we BBQ’d to our heart’s content, speared eels and adopted frogs, swam in the lagoon, tramped part of the Abel Tasman, and were busted for sneaking out of camp in the middle of the night. The ultimate (teenager’s) kiwi holiday!

• Typically at this time of year we see the last flurry of client recruitment activity prior to the summer Christmas break.  This is predominantly being seen in the private sector as many public sector organisations are still under cost containment pressures resulting in more strategic stakeholder analysis over spending and workforce planning. We predict this trend will continue at current or even greater degrees throughout 2012, especially now that the National Party have another three year term in government.
• The lead up to the election itself had limited impacts on recruitment activity levels but it will be interesting to see how John Key, his Cabinet and the new MMP partners will shape public policy. It appears that this will especially be seen around Social Welfare Reform and will be of interest to note which Crown Agencies will be predominantly driving this change and how this impacts their own human resource requirements. The creation of Youth Minimum Wage will also have direct impacts on both employers and employees.
• Public sector austerity measures will continue to have significant impacts on both the candidate and client landscape over the next 12 to 24 months. Key trends include the continued drive for shared service efficiencies, such as a centralised multi-agency call centre, Crown procurement initiatives to reduce costs and the advent of more Outsourcing initiatives and Public Private Partnerships (PPP’s).
• The recent All Black victory in Rugby World Cup 2011 has resulted in many hang-overs, empty pockets, amazing memories and dreams of victories in World Cups to come, but from a labour perspective there has been limited impact with the exception of those candidates who temporarily put their job searches on hold and are now back in the market.
• Looking forward, the continued mismatch between client’s requirements and candidate availability with those specific skills will likely be the biggest challenge facing New Zealand business for 2012. Candidate quality, with certain pockets experiencing greater “pain-points” such as Auckland-based contact centre skills, has become a real issue and will only exacerbate further as the market heats up. “No people – no growth” to quote Brett Riley, CEO of NZICT.
• During the recession we saw a significant increase in flexible working arrangements, such as part-time and temporary/contractor resources being utilised. Recently the pendulum has started to swing the other way with marked increases in permanent hiring, especially across the private sector in Auckland.
• We have now started to see that salary levels have also become a key determinant in both recruitment and retention of those with business-critical skill sets (with more modest pressure applying to support roles). Employees are now looking to be paid salary levels that are a fair reflection of their current market worth.
• Candidates who have been delaying their OE’s over the last few years are now looking at their off-shore options. The 25 to 33 year old age bracket and those with limited ties (family, mortgages etc) are most at risk of going off-shore and we usually expect spikes of movement predominantly in the April to June period, once the New Zealand summer has finished.
• The recession marked the first time that Generation Y candidates saw a significant reduction in demand for their skill-sets since they entered the workforce, resulting in what sociologists have come to refer as the occasional “quarter-life” crisis! Graduates are also finding difficulty getting roles specific to their studies as companies have typically reduced their graduate in-takes over the last couple of years.
• While New Zealand lags in social media consumption compared to countries such as Australia and the United States, we have noticed a greater awareness in 2011 particularly amongst small to medium sized businesses, resulting in new or increased spend on social media activities. Employment branding is of course affected by general branding activities. Through social media channels and general digital activities, candidates have a richer experience of a company’s culture and values compared to a traditional job advertisement on its own. The key however is providing value and engaging content on these channels rather than just unidirectional brand messages. In a candidate short market, employers who are able to engage with candidates prior to or following the interview process have a greater advantage in securing talent. The Madison Group are on our own journey of utilising social media channels to engage with our clients and candidates. Visit our website www.madisongroup.co.nz where you will find links to our various online activities.
• Geographically we have seen marked differences in employment trends. Auckland arguably got hit hardest at the outset of the economic downturn, but in turn has seen the greatest recovery in employee confidence due primarily to private sector growth. In Wellington, where we saw the next biggest impact of the global financial crisis on employment, the market is still relatively stagnant from a permanent job perspective and a region we are predicting very modest growth for the next 12 months. Both Hamilton and Christchurch never really experienced aggressive cost reduction recessionary pressures and were buffered by more small to medium size business operating in and around the primary industry sector. They are both very solid branch performers for Madison and we predict this to continue into 2012.
• The full impact of the Canterbury earthquakes is still to play out. Anecdotal trends indicate short term negative impacts on local businesses after such disasters but this is followed by a sustained period of significant growth as redevelopment initiatives, heavily funded by insurance companies and The Earthquake Commission, gather pace. We have also noticed that many private and public sector companies are assessing their disaster recovery protocols with multi-site and virtual call centres being top of mind.
• Clients are still being relatively cautious as the global financial markets and sovereign debt issues in Europe are still to play out. Key concerns are the cost of money costs for off-shore financing and the very high ratio of debt to GDP. That said, New Zealand is relatively buffered by our primary trading partners being Australia and South East Asia and the continued global demand for our primary produce.

Over the weekend our former Olympic Gold Medallist Hamish Carter competed in his age bracket at the ITU Champs in Auckland. Admittedly he is no longer competing and has not been training like the old days...but he is a similar age to Kris Gemmell who won the Elite Men's. Though once the best in the world, yesterday he came 6th and was beaten by some enthusiastic amateurs, guys who have never reached the heights he has.
 
Another bloke – Mr Martin Crowe, hung up his cricket boots for the second time, as he retired hurt from his 1st class cricket comeback. This is a guy who is one of the greatest batsmen of all time. And now, he couldn’t manage double figures against some young club cricketers – most of whom will not play provincial let alone national level cricket.
 
So what? Good question....
 
Nothing beats hard work! All the talent in the world is not enough on it’s own. At times we hear of natural sportspeople, natural salespeople...but don’t confuse being good at something with doing something easily. Natural talent won’t get us to the line every time...achieving success requires talent and hard work.
 
Have a great week.

Image: Tom Curtis / FreeDigitalPhotos.net

In the afterglow of the Rugby World Cup final and watching our boys take it out, I have a real appreciation of what the failure in 2007 World Cup did for that group of players and management who were involved. Failure is a chance to begin again more intelligently and this is what the All Blacks did - they took the lessons learnt from 2007 and the years before, stuck to their game plan and persevered towards an end goal. As the final whistle blew and Richie held the Webb Ellis Cup high after 24 long years, I along with many others felt a huge sense of relief but also an enormous sense of pride that the team had achieved such a tremendous feat. I felt the win so much sweeter because of all the obstacles and years it took to get to that one victorious moment.

The same goes for us in life and work. We all have goals and aspirations both in our work and personal lives and no one can ever say that the road to achieving these is 100% smooth. There are always bumps whether large or small along the way that either divert us or stop us in our tracks. But it is how we deal with these setbacks that will stand us in good stead for the future and as Thomas Edison surmised “every wrong attempt discarded is often a step forward “. It is important to remember that it is almost impossible to achieve something extraordinary without experiencing some kind of setback or defeat.

When we are knocked off course we have to stay focused, “keep our eyes on the prize” whether it is as small as a sale made, a placement successfully completed, to buying a house or becoming an All Black! Knowing the easy road does not necessarily lead to a successful outcome and when you’ve fought hard, overcome obstacles and persevered the sweeter the success will taste. Finally because rugby is at the forefront of our minds at the moment in the words of Wayne Smith – All Black assistant coach “ prepare for everything, stay focused, persevere and victory can be yours”.

 Image: Tina Phillips / FreeDigitalPhotos.net