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Asiakaspalvelujohdon Business Breakfast
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SN4, Mäster Samuelsgatan 60, 11121 Stockholm Tel. +46 10 209 98 40
@: fö[email protected] www.sn4.se 2014-10-10
SN4 International filial Mäster Samuelsgatan 60,
11121 Stockholm fö[email protected]
vs.
A talk on differences in contact center
management
SN4, Mäster Samuelsgatan 60, 11121 Stockholm Tel. +46 10 209 98 40
@: fö[email protected] www.sn4.se
Let’s take a look at our cultural
differences
*Study by Prof. Geert Hofstede first published in 1980 then updated by 2001.
80 % 49 %
36 %
SN4, Mäster Samuelsgatan 60, 11121 Stockholm Tel. +46 10 209 98 40
@: fö[email protected] www.sn4.se
Queuing time
Call duration
FCR
Extra sales
Friedlyness
Self service possibilities
Other
0,0 % 10,0 % 20,0 % 30,0 % 40,0 % 50,0 % 60,0 % 70,0 % 80,0 % 90,0 % 100,0 %
Includes to top-3 service quality factors
Sweden
Finland
Efficiency vs People centricity
26 % 12 %
29 %
417 %
43 %
SN4, Mäster Samuelsgatan 60, 11121 Stockholm Tel. +46 10 209 98 40
@: fö[email protected] www.sn4.se
A softer side of business
Finland
Sweden
Finland
Sweden
Finland
Sweden
Finland
Sweden
Finland
Sweden
Finland
Sweden
Serv
ice
qu
alit
yEf
fici
en
cySa
les
Co
sts
Wo
rksa
tisf
acti
on
Sick
leav
es
How often are the following discussed in your organization
Daily Weekly Monthly Quarterly Yearly Never
SN4, Mäster Samuelsgatan 60, 11121 Stockholm Tel. +46 10 209 98 40
@: fö[email protected] www.sn4.se
Styles of management
• Manages
• Lends priority to efficiency
• Relies on one self
• Rule-based
• Decisive
• More formal than Swedish
leadership
• Coaches
• Prioritizes people
• Always striving for consensus
in decisions
• Relies more on the group
• Discussion
• Informal leadership
SN4, Mäster Samuelsgatan 60, 11121 Stockholm Tel. +46 10 209 98 40
@: fö[email protected] www.sn4.se
A Case study
SN4, Mäster Samuelsgatan 60, 11121 Stockholm Tel. +46 10 209 98 40
@: fö[email protected] www.sn4.se
Handelsbanken in numbers
• 3rd largest bank in the Nordic area
• 4th largest bank in Finland
• Largest bank in Sweden in terms of lending to the public
• Top 3 in the world in terms of economic stability
• One of the worlds more profitable banks accounted for
size.
• Heavily decentralized structure with a minimal number of
people between CEO and grassroots.
• The pension system Oktogonen (The Octagon) ensures
long time loyalty from employees.
SN4, Mäster Samuelsgatan 60, 11121 Stockholm Tel. +46 10 209 98 40
@: fö[email protected] www.sn4.se
How they handle business
• No budgets are allowed
• Long term engagements with both employees and
customers
• Profitability goes before volume – service is profitable
• People will grow through responsibility – employees
should be lead not managed.
• Only two KPI’s are measured and followed ‒ C/I-index Cost / Income – to ensure that costs are kept in check
‒ CSI – Customer satisfaction index – the goal is to have more satisfied
customers than other comparable banks.
SN4, Mäster Samuelsgatan 60, 11121 Stockholm Tel. +46 10 209 98 40
@: fö[email protected] www.sn4.se
Thank you for listening
Fredrik A Ericson Managing Director
tfn +46 709 884 150 [email protected] se.linkedin.com/in/ericsonfredrik
www.sn4.se Mäster Samuelsgatan 60 111 21 Stockholm Tel. +46102099840
