Why isn’t my staff getting results?

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Staffing has evolved each 10 years in my business life and the current US staff mentality is difficult at best. Millennials to baby boomers that all have a different idea about what work looks and feels like as well as what work really is. Baby boomers think work is labor and a paycheck and millennials think it means a Starbucks coffee, a computer and direct deposits.

So why isn’t your staff productive? Because they are tasks with to many tasks that do not drive revenue. So how do you reduce non revenue producing tasks your staff are doing? ANSWER: Outsource the simple tasks to reduce labor costs.

Transfer agents are the perfect example of this concept, whether its debt collections, dental appointments or Lab results those agents are spending most of the time dialing and listening to the phone ring. Transfer agents get the right party on the phone and transfer the call to the waiting agent. Since the transfer agents are paid 1/3 less than your staff, you are now producing 50% more revenue in the same day.

In addition the staff in nearshore call centers do not have the same mentality that US workers display, they are very appreciative for the job and want to work hard for you. Even though their wages are 1/3 of the US staff, their cost of living is much less and they are happy to have a job that in their world pays well.

So to get your staff to produce more set them up for success by using transfer agents.

Phillip W. Duff
Phillip W. Duff
Phillip W. Duff the Founder of Lighthouse Consulting was trained in Six Sigma while working for Bombardier Capital in 2001, and is highly successful helping organizations improve their processes using the Six Sigma methodology. Mr. Duff has consulted with numerous companies over the last 10 years and has shown the ability to enact cultural change in a company. He has also initiated programs proven to drive positive revenue growth both as an employee and a consultant. His focus is to help CEO’s with a focus on growth. His knowledge of technology and background in debt collections have combined to help companies automate processes and identify which processes provide profits. Mr. Duff has also developed a unique process of initiating cultural change as a part of developing a revenue-driven atmosphere in a variety of formats. This unique philosophy and technique are unseen to date. His substantial experience in the collection industry, Six Sigma core competency and extensive industry relationships can provide you and your team a matchless perspective into your accounts receivable business or any business strategy.

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