05 September 2014

3 Ways Your Employees’ Secret Behaviors Cost You (and what to do about it)

How much do you really know about what your employees are doing at work when you’re gone? Ever heard the saying, “when the cat’s away, the mice will play?” Probably—unfortunately—yes. But let’s face it: you can’t afford to hover around your employees’ desks at all times. When you’re not right there, can you trust that their quality of work is up to par? This article will give you a few ideas of the cost of employee (mis)behaviors and what you can do to protect your business.

1. Your Employees’ Secret Behaviors Cost You Time

When the boss isn’t around, who’s there to make sure work is getting done well—or at all? Chances are, you won’t know the whole truth until you return. That’s when you’ll get an idea of what happened or didn’t happen, and that’s when you pay the price. Your employees’ secret behavior can cost you time by causing delay on projects they’re working on individually and projects you’re working on as a team. Not only that, but you’ll pay dearly to recuperate that time, both in disciplinary measures, extra training, and catch-up work that can impact future projects and home life.

2. Your Employees Secret Behaviors Cost You Money

Want to flush $25,000 down the drain? How about $50,000? When your employees go wild, you may be facing a situation that can cost you that much in employee turnover costs. Of course, no one hires an employee with the idea that they’ll soon be replacing them, but if you don’t know what is going on with your employees, you may be risking more than you afford. Even if you don’t end up firing and replacing an employee, you’ll have to reroute precious time and resources to attempt to fix the problem. One of our recent articles explains a few of the things you can do to avoid this four, five, or six-figure mistake, but sometimes, even that’s not enough.

3. Your Employees Secret Behaviors Cost You Your Reputation

No matter how long you’ve worked to build a brand that your current and prospective clients trust and rely on, it takes only a couple of minutes to destroy it. Unfortunately, you may not even be aware that your good name is being trampled until it’s too late. When your employees don’t take your business goals seriously and mistreat your customers, you’ve got a situation that can be almost impossible to restore. This article says it this way:

“Detractors are detrimental to a company. They cost more to serve. They’re responsible for 80 percent of a company’s negative word of mouth, detailing their frustrations on Facebook and Twitter for the world to see.”

Word of mouth is powerful, and if displeased clients and former customers aren’t happy, they will be sure to tell people by word-of-mouth, phone, and online. Just one detractor’s story gone viral can cost you thousands—and even millions—in lost lifetime customers.

What can you do about your staff’s secret business behaviors?

Rogue business behaviors can be a business owner’s worst nightmare. Fortunately, there are several things you can do to avoid them from the moment you sign on a new hire.

  • Make sure you’re hiring the right people. Here’s how you can do it.
  • Become a fly on the wall so you know what’s going on. With Scorecards, we can provide a system that helps you identify agent successes, compliance, and efficiencies in an easy-to-understand medium. This tool provides a sample of calls so you’ll know what your people are saying. Here’s how it works:

    1. Your calls are completed and recorded at our fully redundant, world-class network operations center.
    2. Then, your calls are processed and loaded for analyst review.
    3. Finally, your custom outputs are programmed and accessible to you on our reports site wherever you are, using your computer or mobile device.

    Another bonus to scorecards? Our customers typically see a 10-15 percent uptick in sales as result of recording and scorecards.

  • Take the steps to solve the problem based on the evidence. Correcting behavior isn’t the only thing you can do with what you learn—competitive intel, script compliance, training, product performance, fraudulent activity, and rewards are byproducts of this solution.

Can you really afford not to know what’s going on?

The evidence is compelling, and the obvious answer is “no!” Anyone who conducts business over the phone will benefit from knowing more about their employees’ business behaviors. As a leader in a hyper-competitive market, you need certainty and quality to gain a competitive edge. Let’s talk about how we can help you achieve that goal.