My Interview presentation Version 1
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The document outlines a 90-day plan by Malcolm A. Lanham, Jr. to provide daily 'ripples of hope' through teamwork and effective communication. It emphasizes staff engagement, customer satisfaction, and developing processes for addressing poverty. The initiative involves training, planning, and implementing systems to improve call center operations and service delivery for clients in need.
My Interview presentation Version 1
- 1. 90 Days Malcolm A. Lanham, Jr.
- 2. To provide 150- 200 ripples of hope with excellence every day… We cannot do this alone… It will take a team. Relationships Regular & Open communication Make sure we are all going in the same direction Team Development
- 3. Keep those we are helping at the center of what we do Make it your own “Five Ways of Being” Bridges Out of Poverty Staff engagement & motivation
- 4. Free training through… Bridges Out of Poverty Poverty Simulation Customer Service Network with other like minded non-profits Staff training & development
- 5. Customer Experience is #1 Minimize hold times Customer Satisfaction
- 6. Within that one call resolution... Next steps Educate on what services they are eligible for Find ways to resolve poverty for that family or person Customer Education
- 7. Program strategies for improving service and increasing productivity
- 8. HEAP Nov, 2014- April, 2015 Call Center Process Implementation HEAP Nov, 2015- April, 2016 Busiest time of year April, 2015 Gather/ assess info for SWOT May, 2015 Create plans to address SWOT June- July, 2015 Create new process/ systems August, 2015 Train on & implement new process/ systems September, 2015 Evaluate & adjust new process/ systems October 1, 2015 End any hiring- Start any new hire training to be ready by November 1 HEAP season Busiest time of year
- 9. Innovative ideas for the Call Center
- 10. “Encouraging empowerment through a tiny ripple of hope, while striving for excellence.”
Editor's Notes
- #3: Team Development Relationships Me with the team I have to spend time in the trenches The team has to see me sacrifice for the good of the team Enjoy victories or wins with the team I have to honor the team… the team will be going through it’s busiest time of the year with HEAP and they have been here longer than me to know what is going on. Team with me We as a team Regular communication and open communication lines I value open, 2-way and constant feedback Integrity in all communication Never want a team member to not know where I stand on something Make sure we are all going in the same direction If we are not all working for the same goal of “Encouraging empowerment through a tiny ripple of hope, while striving for excellence” then we are not a team. Everyday we get the opportunity to make 150- 200 ripples of hope… that many ripples creates tidal waves of hope for Columbus and Franklin County as a whole. That can happen every day for this team. As a team, we can do this… but with 6 different agendas, we cannot.
- #4: Staff engagement & motivation Keep those we are helping at the center of what we do Make it your own Starbucks has succeeded in creating a unique model that encourages partners at all levels to pour their creative energy and dedication into everything they do. “Five Ways of Being” Be welcoming Be genuine Be considerate Be knowledgeable Be involved Bridges Out of Poverty Free training from the Ohio Assoc. of Community Action Agencies Nationally known concept that challenges people’s perceptions of poverty in order to help individuals, institiutions and communities alleviate poverty.
- #5: Staff training & development Free training through Ohio Association of Community Action Agencies Bridges Out of Poverty Free training from the Ohio Assoc. of Community Action Agencies Nationally known concept that challenges people’s perceptions of poverty in order to help individuals, institiutions and communities alleviate poverty. Poverty Simulation Introduces people to the everyday struggles of poverty I have done these at previous locations and this makes an impact on the staff to let them walk in their shoes for a “month” Customer Service Provides training on how to interact with and treat customers Network with other like minded non-profits to see what type of training they can provide for our staff
- #6: Customer satisfaction Customer experience #1 The key to customer satisfaction, is to make sure that they have the best possible experience. Starbucks prides themselves on the customer experience, they want to turn ordinary interactions into extraordinary. We have 150- 200 opportunities a day to bring hope to people & families in community. Biggest frustration of people that call into any type of call center is being left on hold. 43% of people say that long hold times are the biggest frustrations. One call resolution This has to be the goal to be successful and to give extraordinary experiences to everybody that we interact with Satisfied Customers No Repeat Calls then equals to a Cost savings
- #7: Customer Education Within that one call resolution… Make sure customers are fully aware of next steps from our agency, that are required of them, Educate on what services they may or may not be eligible for Find ways to help people get out of poverty whether it is because of immediate situations, but also if it is because of a systemic or generational cycle of poverty
- #8: Program strategies for improving service and increasing productivity Assess current service standards Test your current performance Identify variations that impact on the performance Compare current performance to established goals/ targets Revise performance standards if they are not meeting goals/ targets Reassess every 6 to 12 months
- #9: Call center process implementation Seasons within the year Busiest time of the year Then we need to strive to have all hiring completed 30 days prior to busy season so we can train all new staff to exceed the minimum standards by day 1 of the identified busy season Spend time prior to this reviewing processes/ implement/ test and train on new processes
- #10: Innovative ideas for the Call Center