Management by care, what is it?
When we speak of management by care, it's customary to go back to its origins: the care ethic. This concept emerged in the USA in the early 1980s, with the aim of laying the foundations for a management style that takes care of customers, employees and managers. Thus, management by care invites us to think in systemic terms: customers and employees are first and foremost "people". The underlying principles are trust, listening, empowerment and recognition.
So, by implementing a benevolent management model, we take better care of our employees and managers, who will pass on this positivism to the end customer.
The human factor therefore appears to be a key factor in the success of organizations.
Management by care & benevolent management.
Benoît Meyronin is France's ambassador for management by care, and expands on the subject in his book "Replacer vraiment l'humain au cœur de l'entreprise : le management par le care". He emphasizes that management by care should not be summed up solely in the notion of benevolence, since it is an extension of it, and should lead to a symmetry of attention: by taking care of our teams, we increase their satisfaction, and they produce better work, which ultimately benefits customer relations.
In other words, a successful customer experience implies that the employee's experience is of the same high standard and quality.
Care management & customer relations
The last ten years have been marked by an upsurge in digitalization: dematerialization, outsourcing, process re-engineering, improved filing and transmission of information, artificial intelligence, but also increasingly frequent use of telecommuting.
All these new factors have made management practices complex at all levels of the company: General Management, the Customer Experience Department and the Human Resources Department.
In a service economy, such as that of customer relations, it is more important than ever to lavish special attention on our customers and employees. What if the whole point of "taking care" was to nurture the customer and employee experience at the same time as the employer brand?
Care management and business transformation
Taking care of your customer relations teams is essential to delivering a better customer experience. Particularly since the COVID-19 crisis, the companies that have been quickest to adapt are those that have made it their mission to meet the needs of their employees. Organizations have demonstrated benevolence, flexibility and understanding towards their employees and collaborators.
Instead of imposing digital technology as an enemy, they have been able to demonstrate its virtues and how it can facilitate the day-to-day tasks of teams.
Is employee well-being a growth driver for companies? This is the theory defended by the proponents of care management. We'll also show you how technology can help your employees by freeing up time and energy.
Management by care: a concrete example
If there's one field in which care was not at its best, it's the call center: repetitive tasks, dealing with unhappy customers, fast-paced calls, management by constraint, and so on...
In this field, the care revolution came about not through management, but through technology. Indeed, the first need of callers is the availability of advisors. This is where the beneficial effect of Callbotcomes into play, since it enables us to respond precisely to a high volume of calls, and to ensure that requests are answered 24/7, while meeting precise objectives:
- Be able to hold a fluid conversation in natural language with customers ;
- Guarantee a seamless customer journey by directing callers to the right service
- By distributing calls according to each employee's skills, we can leverage our human capital.
Because it automates high-volume conversations and assists advisors on a daily basis, the callbot will act virtuously on two levels:
- Employee care, but also
- Business success through increased customer satisfaction!
Take the example of DIAC 's customer relations center in Lyon, where the Callbot is now part of the onboarding and training program for new employees.
After an initial period of in-house training, new recruits join the team to perfect their knowledge and familiarize themselves with the job. They begin by processing the e-mails received by the Overflowbot with the transcript of the request, so they can analyze the different reasons for calls and learn how to respond to customers.
Skills are built up gradually, just before they are ready to take direct charge of incoming calls. This incubator enables us to train qualified advisors capable of handling complex customer requests.
Callbot Zaion's solution has not only improved customer satisfaction, it has also revolutionized the internal organization of our employees. It's a technological tool at the service of teams, customers and efficiency!
