A Few Tips On Body Language!

Giving the right, or wrong answer, can impact greatly on the outcome of an interview. But it isn’t simply what we say that can give off the right, or wrong, impression. Body language plays a huge part too. The way we act, where we look and the gestures we perform can all give off tell-tale signs about our personality, mood and whether or not we’re telling the truth.

Don’t worry though, interviewers aren’t kinesics experts (that’s the fancy term for interpreters of body language, facial expressions and gestures!) – but uncomfortable, guarded and nervous actions are but a few of the gestures potential employers can notice.

We don’t have our own kinesics experts here at Cactus Search, so we’ve scoured high and low for studies on the key gestures that can affect your interview process:

The Handshake

Can you see the passion in this handshake?

Handshakes can show a lot about character: a weak or limp handshake might suggest timidity, a lack of enthusiasm or confidence, not the greatest of qualities for management or leadership roles. The opposite of this, an iron grip handshake, might suggest arrogance.

A firm handshake seems to be best as it isn’t overbearing and conveys the right amount of  confidence and enthusiasm.

For the conspiracy theorists, you might want to try a secret handshake but we don’t recommend it. (Click here to view a few samples!)

Eye Contact

Eye contact is key in building a rapport with your interviewer.

Looking away when answering a question can show nervousness and if you’re going for a role that requires you to be proactive, command authority and drive sales, looking away can be quite detrimental to your success.

Making eye contact, and holding it, shows that you’re comfortable and relaxed:

Posture

How not to sit at an interview.

Scrunching your body up or creating barriers with your arms (touching your face, stroking your hair or folding your arms) suggests that you’re uncomfortable and doesn’t help when trying to establish a memorable connection with your interviewer. Blocking yourself from the interviewer also conveys the idea that you’re guarded, perhaps even transparent in your answers.

Like always though, being too relaxed might suggest you aren’t taking the interview seriously or a lack of interest in the role you’re interviewing for.

Keep away from looking, and leaning toward doors and windows. They’re often associated with escape routes, and looking at them can imply you want to escape from the interview.

Touching

…your head or the back of your neck is something we do when we might be disinterested. Be aware of the image this conveys.

The best tip is to keep hands before you, allow your gestures to flow freely allowing you to be expressive, open and enthusiastic.

If you really want to demonstrate curiosity and enthusiasm, lean forward, showing a keen interest in what the interviewer is saying.

If they offer you the job there and then, try to refrain from standing up and cheering wildly!

We often don’t realise the images that our body language creates. However, now armed with these tips on what to do, and what not to do, you can be aware of how important what you say, and what you do, in an interview.

 

Introducing ‘Faces of Success!’

We’re really proud the talent we’ve helped into new Management and Leadership roles across the Call and Contact Centre industry – and to this end we’ve put together this snazzy little image of those we’ve helped climb the career ladder across the UK, and abroad! But it doesn’t stop here, we’ll be updating this map regularly to become an ever-expanding map of your success and achievement!

We are ever so pleased for all of you!

Can you spot yourself? For updates, check it out here.

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This Is Us – And Our Industry (An Infographic)

We love our infographics here at Cactus. They’re a great way to convey industry studies in a succinct and attractive manner – so it’s no surprise that we’ve created another for you. We’ve produced a lot of infographics this year, from ‘Studying the Contact Centres in 2012,’  to the promotion of our ’2013 Salary Survey’  - and finally some closer studies of the industry with our infographic on ‘Contact Centre Attrition.’

This one is all about us: who we are, what we do, what we look like, what we’ve done and what you say about us! We’re very proud of this one and we’re very thankful for all the kind comments we’ve received over the years.

So here it is, can you spot our mugs?

We hope you like it – and please do let us know your thoughts on LinkedInTwitter, and Facebook!

You can also download the PDF version here.

This is us - and our industry

Attrition in the Contact Centre (An Infographic)

In 2011 there were 650,500 agent positions but it’s expected that by 2015, there’ll  be just over 700,000! But with attrition looming overhead, that could all change. This infographic explores the development of the Contact Centre and the unavoidable attrition that comes with it.

Attrition cannot be avoided totally – and nor would you want it to be; some attrition can be positive. The top 9 reasons and methods of reducing attrition and attrition rates, old and new, can be found in our newest infographic.

To find out more about the ways in which Cactus Search can make Management & Executive selection for your contact centre a bit less prickly, drop us an email on the enquiry box opposite, or call us on 0845 519 3310.

For an in-depth look, click here – and don’t hesitate to share your thoughts!

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What Makes A GREAT Boss?

In the advent of our upcoming infographic, we here at Cactus Search have been thinking, what makes a great boss? It might seem rather easy to answer, a great boss is someone with positive and hardworking traits– however, for some bosses, it can often be easy to lose sight of those traits in the rapid race of hitting targets and making money.

Taking the idea from the recent Hollywood Blockbuster ‘Horrible Bosses’ we’ve done a little search around for a consensus of traits that employees find favourable in their bosses and in doing so, have identified five main points:

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I. Don’t just be a boss, be a coach.
It’s really important that as a boss you aren’t just someone shouting out orders. A great boss communicates with his team; he develops his team so that each employee can be the best that they can be. Recognise the efforts of your employees and commend them when they do well. But also, respond to your employees’ weaknesses and help develop those weaknesses into strengths (the wonders of change management!) When giving feedback, don’t beat around the bush. Be direct – but sensitive.

II. Empathy is key to success.
Power and authority can consume you and it’s easy to forget that there was a boss before you came along. Remember a previous employer that really ticked you off and how you vowed that you would never become like them? Make sure you maintain that!

It’s really helpful to put yourself in the shoes of your employees and remember your roots so that you don’t make the same mistakes as one of those horrible bosses of the past!

It’s also a good tip to show an interest in your employee’s lives (but don’t pry, nobody likes a Peeping Tom!) Not only will employees feel included and well regarded, you will have an idea of what your employees are going through which can help you understand thing from their point of view. Keep team morale high because happy employees make efficient workers.

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III. The best leaders listen.
Mistakes happen. We wouldn’t be human if we were perfect at everything we do. Keep this in mind, don’t lose your cool – being red-faced in an angry huff won’t do your street credit any favours! Listening really helps with this: listen to your employees to try to find the root of a mistake or problem that’s occurred – then fix it! Nobody is trying to get one over their boss, seek and listen to feedback regularly, and be open to criticism.

IV. Don’t let problems pollute your workplace.
Problems are bound to occur. It’s a reality that you can help prevent, but not fully extinguish. A whole variety of small and large problems can occur at any time; from petty squabbles, system failures and the disappearance of the office pet. No matter the size, no matter the scale, problems are toxic – and can destroy team morale! Treat every problem immediately and don’t ignore the small ones. They’ll grow and become worse.

By tackling problems head on, you will gain respect from your employees. Without respect, no leader can ever succeed. Our tip on this goes hand-in-hand with our final point, be fair. Deal with the problems appropriately, but try not to put everyone in the dog house.

V. Ruling with an iron fist is bad form.
By being a fair and virtuous leader, your workplace realm will flourish and become prosperous – and with it, produce happy subjects (that’s your employees!). Without them, one can’t lead, and that works both ways. Set reasonable and realistic expectations that your team can achieve. Share the success with them and don’t take all the glory. And the biggie! – don’t treat your employees like peons, they’ll work hard if you respect them and they’ll put in the effort.

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Ruling the roost isn’t easy but no job, small or large, is. As a boss, a lot of pressure falls on you to succeed – but don’t forget the employees that all help to make that happen. A good relationship with your peers will keep team morale high and create an efficient and productive workforce. These tips will hopefully help, or spotlight, the awesome work you’re already doing.

We would really like to hear from you about what you think makes a great boss (and not just in the contact centre industry). We’d also like to know what you think makes for a great employee – and who knows, your comments might just tally up in our upcoming infographic!

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Contact us at: greatpeople@cactussearch.co.uk   

Alternatively, click here: info@cactussearch.co.uk

The Employer’s Potential Pitfall

We like to do a bit of researching here at Cactus - it’s important to know the industry inside out. We’ve recently been produced the 2013 Salary Survey. This handy document required extensive research into salary figures across the contact centre industry- and so we’re proud that it’s finally finished.

There’s been a trend developing recently that has taken us by surprise – and we believe it’s important to highlight it.

Jobs are a commodity. They are sought after by… pretty much everyone – and employers need those positions filled, often immediately.

There is a whole host of new roles in the industry, from both new and established businesses.  This is great news for the economy and jobseekers alike (and even us recruiters) – but there seems to be a growing risk to employers.

Don't leave employees waiting. It's a long queue and they might turn to alternative job offers if employers leave them hanging!

People have choice. With jobs on offer here, there and everywhere, employers have to move fast!

Which brings us back to the trend we’ve seen developing: employers are at risk of losing potential talent because they aren’t acting fast enough when it comes to hiring. Jobseekers who find themselves hanging around to hear if they have a 2nd stage interview or to know if they have been successful will still consider other opportunities that could just move faster. And yes, this happens all the time!

It’s safe to say that employers shouldn’t keep potential employees waiting - they might just be pinched!

However, we’re not saying employers should feel the need to rush the interview to employment process. It’s all boils down to the nitty-gritty of ‘Communication and Engagement.’ That’s our tip: keep potential employees in the loop and Engaged so they know where they stand will ensure they are still there when you decide to move forward with them.

Communication will equal success!

Now it’s important to say that this doesn’t happen everywhere, however, recently this has started to become more and more of an issue and continues to crop up. We believe that it’s important to highlight this as it could be something affecting your business.

There are excellent candidates out there so be sure that other employers don’t snap them up while they wait. Employers who strongly communicate and engage with their candidates (and recruiters) will reap the benefits from their talented hire!

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The 2013 Salary Survey is here!

We’ve got two things to celebrate this year: our 10th birthday and the release of the latest edition of our salary survey.

Our third edition of the Salary Survey has been produced in association with Call Centre Helper. With two earlier editions under the belt, it’s exciting for all of us here at Cactus to know that our survey has become a key industry benchmark in the UK.

Guy, our managing director, had this to say:

“In its 3rd year our Salary survey has proven to be a fantastic reference point for the industry and partnering with Call Centre Helper to publish and communicate the report will ensure it reaches the widest possible audience. With detailed knowledge of packages, benefits and earnings of over 17,000 UK based Management level personnel across all functions this is the most comprehensive report of it’s kind within the Call and Contact Centre industry.”

In order to celebrate (and show off) we’ve also produced this fancy new Salary Survey Infographic that gives you a slight overview of the salary survey, facts, figures and some snippets of information from it.

You can view our salary survey infographic below but to find out more about the survey and for a closer, in-depth read, you can view the full pdf here: 
http://www.cactussearch.co.uk/content/clients/the-2013-salary-survey

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British Blizzards – How Does Your Contact Centre Deal With Them?

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We didn’t quite get the white Christmas we wished for this December and instead, received it by the bucket load this January. A little overdue, the snow hit hard, particularly here at Cactus Search. Layered with thermals and snow shovels in hand, we were prepared.

…But were you?

When snow hits the UK, we have a tendency to let everything freeze up. Trains are delayed, traffic comes to a standstill and children are out enjoying snow days. Call centres, however, still manage to brave the hail, snow and storms, and continue operate for the good of their customers. The snow brings with it many problems, particularly when Mr. A’s boiler breaks – because who’s he going to call for help? Those contact centres that deal in insurance, breakdowns and accident calls tend to see an increase in calls their way – and therefore it’s only right that they operate to deal with the high volumes of callers.

It’s at times like this that a good intra-day or real time person in your planning function can make all the difference – but there are a number of other ways that contact centres can deal with bad weather conditions. We’ve been doing a spot of investigating, and we’ve come up with a few ways to keep your centre running smoothly when a good old British blizzard hits:

Preparing Ahead: Companies located in areas that are used to poor weather tend to prepare ahead, informing staff that there could be travel disruptions or difficulties getting into work. Leaving earlier than usual and taking different routes can aid in this. And don’t forget to keep an eye on the local weather forecast!

Support Staff: When snow hits, we believe that you and your colleagues have to pull together. Support staff are in place that can be contacted and assist with travel, or arranging travel, for several staff members. This might make changes on day-to-day shifts but all in all, the phones will still be manned.

Taxi Service: Staff who can’t get in but live close enough (a few miles) can be ferried in by on-site, company cars. We’re not talking snow mobiles but instead, 4-by-4’s that are properly equipped to drive in all conditions. This system seems to work particularly well (particularly in maintaining those KPI’s!)

Working From Home: When you’re snowed in, the only possible way you’re going to work is from home. Account Handlers in a Bedfordshire company are armed with laptops to productively carry on with work from home. And don’t worry – we won’t tell if you want to take a break and pop outside to build a snowman.

Robots and Automation: Snow-melting robots would be a really cool addition in improving the weather conditions. Sadly they haven’t been invented (yet), so contact centres have to rely on computer systems… Which aren’t quite as fun. However, automated programs are in place to deal with customers and callers to prevent snow from disrupting the general business. Automated systems can also help when you have staff in, if only to inform customers that there may be a longer waiting time due to the increase in calls (meaning they’re always kept in the loop!)

With blue skies creeping through the clouds, we might be on set for a sunny, if not warm spring. That said, we here at Cactus Search would love to hear how your contact centre goes about dealing with heavy snowfall (and other adverse conditions) – so let us know your thoughts!

The Only Way Is… Up?

The Fiscal Cliff might be a moot point (for now) while January is here, and now US government have agreed to pass a majority of it, but here’s a little something we were emailed recently: the grim face of the Fiscal Cliff legislation. Like you, we’re all tired of this recession and so, who better to help get that economic ball rolling into a boom – the world’s biggest economy, right?

…Well, hold your horses!

Contact Centre Management

It’s a hot talking point in the States right now and for those uninitiated in the up-and-down world of the American economy it can be quite difficult to get to grips with. What we’ll tell you, on a strictly need-to-know basis, is that it’s filled with budget cuts and tax increases.

We’re only explaining it now because of this picture, which thankfully puts the Fiscal Cliff into digestible and realistic terms: ‘the household budget.’ It’s one of the best examples we’ve seen of an attempt to explain the Fiscal Cliff – especially to those of us across the pond. From this picture, it’s looking a bit wobbly for the States. As we can see, the household income is dominated by massive overspending and a debt that can’t be quelled.

But don’t despair; it’s not all bad news!

We here in the UK are seeing plenty of positives to come out of the recession and there are clear examples that the ball is rolling this side of the globe.

Whenever inflation is mentioned in the news, we often brace ourselves for potential rising prices but reports are stating that inflation is holding steady and experts say that they could even fall in the year. We’ll take that!

It’s important to know that unemployment figures are falling which can only mean a growth in jobs, which experts are saying is still to come. Give it a few months though; expanding businesses that haven’t had any losses are creating even more vacancies. More vacancies, more jobs.

Honda, which has been struggling in the past few years, is soaring out of the darkness, reporting that they are back in business. It’s all good for the car industry as UK car sales reach a ‘four year high’ so we’re sure to expect more from Honda.

And the icing on the bun coming this 2013 is the ‘robust’ mortgage market, with a wider availability of mortgages and the CML (Council of Mortgage Lenders) spearheading further developments in this active market.

The Fiscal Cliff might be overshadowing us with debt doom and gloom but we have a lot to look forward to in 2013: higher employment figures and a flourishing housing market. Hurray!

Infographic: Contact Centres in 2013

There’s a lot of great research going on in the contact centre industry, with some very interesting numbers to boot – but sometimes, it’s difficult to keep up with all that’s going on in such a fast-moving, ever-changing sector.

That’s why we’ve put together this rather snazzy infographic on the state of the industry going into 2013, along with some of our predictions – and a few interesting facts about our team, and our sister business, Talent Match.

To find out more about the ways in which Cactus Search can make Management & Executive selection for your contact centre a bit less prickly, drop us an email on the enquiry box opposite, or call us on 0845 519 3310.

We hope you like it – and please do let us know your thoughts!

Cactus Infographic 2013-01

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