5年後のセンター長「資質とスキル、育て方」/CRMカンファレンス まとめと振り返り





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同日開催の

の3本に引き続き、
講演:5年後のセンター長「資質とスキル、育て方」と
パネルディスカッション:5年後の顧客接点のために――センター長&SVの育て方
に参加してきました。




目次

5年後のセンター長「資質とスキル、育て方」

5年後のコンタクトセンターのキーワード

  1. 魅力ある職場
  2. 少子高齢化
  3. 解決の自動化

魅力ある職場

コンタクトセンターはまだまだ不人気職場。魅力的な職場になるよう努力をしていく必要があります。

少子高齢化

後期高齢者への対応。

  1. 話が長い
  2. 時間をかけてクロージングさせても、認知症という理由で翌日キャンセル
  3. お金を持っている

など、プラスマイナスの面を考慮しながら対処していく必要がある。

解決の自動化

自動化の中、感情的な満足をどう生みだすか。
機械の音声応答であるIVRは顧客の立場に立った際、必ずしも良いものではない。
ニーズを聞き出せない。満足度が上がらないなどの問題があり、IVRを辞めた会社も。

理想に向け、不足しているマインドとスキル

マインド面

  1. 使命感
  2. 危機感
  3. 革新的意識

スキル

  1. 自動化前提で、中長期の未来を描ける力
  2. ベーシックスキル
    1. ロジカルシンキング
    2. 問題解決
    3. コミュニケーション

5年後の顧客接点のために――センター長&SVの育て方

パネルディスカッションなので、ここからはトーク内容抜粋にて記載します。

<パネラー>
DHLジャパン 人事本部オーガニゼーションディベロップメントマネージャー 小川 景徳 氏
千趣会コールセンター 管理部 部長 北村 浩章 氏
グローリーテクノ24 コールセンター サービスサポート部 部長 尾上 直樹 氏
<モデレーター>
ヤフー 寺下 薫 氏
—-
寺下氏(以下:寺):5年後のコンタクトセンターはどうなっていると思う?
小川氏(以下:小):テクノロジーが進化しているため、それに伴い内容が複雑化する。オペレータのスキルがより必要になる。 また、少子高齢化に伴い、働き方が多様化する。国外の方の採用も必要になるであろう。
北村氏(以下:北):チャネルが多様化するであろう。直近チャット対応も始めた。不満や要望が自動化によって吸い上げられなくなる懸念も抱いている。
尾上氏(以下:尾):より人が重要になってくるであろう。
—-
寺:SVの育成・SVに求められているスキルとは何か?
小:多様化に対応したコミュニケーション・ピープルマネジメント能力・リーダーシップ能力・ファシリテーション能力も必要になってくる。
北:基本スキルありきで、課題解決・改善を提言出来る発想力が必要となるであろう。
尾:対人対応力。他のSVと接して、吸収する。
—-
寺:井の中の蛙からSVを脱却させるにはどうすればよいか?
尾:社外と交流・見学をさせる。質問・意見を言うというミッションを与えることで余年なく吸収させる。また、モチベーションを持続させるためには管理職が指し続ける。
北:決められたことを”こなす”能力は現状でも高い。しかし発想力を上げなければならない。そのため、サークル活動やディスカッションの場を設けている。良い効果は他のSVにも波及する。
小:交流会へ出し、どんなに小さなことでもアウトプットする。外部のアワードに参加させ、自分の仕事の勝ちを認識させる。
寺:受賞して変わったことはありますか?
小:アワード参加申請し、他社を見ることでギラギラとモチベーションが高い状態で社に帰ってくるようになった。
—-
寺:オペレータがやりがいを感じるために、SVがやるべきことは?
北:SVに憧れる環境づくりを。そのためにはセンター長がSVにいちいち細かいことを言わない。企業としてSVが重要な存在だと認める。
小:SVの経験するメリットを公開する。
寺:SVが他部署で活躍したことは?
小:社内制度で部署異動を行うものがあるのですが、能力が高いため承認率がそもそも高いです。
尾:SVがコミュニケーターに成果を伝えていくことで、やりがいを醸造する。
—-
寺:ではSVから立ち返り、センター長の育成に移ります。センター長がやるべき経営貢献はなにか?
尾:社内外問わず営業すること。
小:正しいKPIの設定。お客様に向いた対応をしっかりと。
北:5年後のコンタクト量・内容を想定する。トライ・アンド・エラーをし、コンタクトセンターの価値を高めていく。また、社内営業や会社に対してコンタクトセンターの方向性の明示。
—-
寺:センター長の後進をどうやって育成していますか?
北:コンタクトセンターのメカニズムを理解してもらう。間違った方向に向かないよう、数字とレポートと行動をにらめっこさせる。法則の理解を促す。そして人的関係の構築と課題抽出力を鍛える。
尾:まずは見極め(良いSVが良いマネージャになるとは限らない)。次に今の職離れをしてもらい、新たなことに向き合えるように環境づくり。
寺:見極めのポイントはなにかありますか?
尾:人と向き合える能力を重視している。
小:後継者計画を立て、行う。緊急時と中長期的な計画の2軸を立てる。そもそも憧れの職務として映らなければならないため、センター長の仕事を見せていく。
—-
ありがとうございました。

まとめ・所感

私は小売の会社で内部に10名程度のコンタクトセンターを抱えているのですが、規模が異なりすぎて前提から異なる話をしているなーと感じました。
コンタクトセンターとは、社内の出世メインストリームから落ちた人が就く職場。という悪習があったため、コンタクトセンターの価値を社内外問わず高めていく必要があるというのは興味深い話でした。
ITが発展し、普段触れる情報量が増えてきているため、顧客全体が賢くなってきています。
つまり、その賢い顧客の対応を迫られるコンタクトセンターは、さらに賢くなければなりません。
社会全体として、基盤というか、求められる基準が高くなっていると痛切に感じます。
しかし、それ自体は非常に喜ばしいことであり、その波を乗り越えるたびにより良くなっていくと考えておりますので、日々精進しかないですね。
これから社内コンタクトセンターどうしよう…w
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