![]() One of Brady's DEI initiatives has been to encourage women and people of color to enroll in TechReady. ![]() Starting last year, Brady created a technology group administrative office, which handles her team's communications, events and the diversity, equity, and inclusion program. She leads nearly 5,000 employees, and reports directly to Ke圜orp CEO Chris Gorman. Handling the contact center is one of several divisions Brady oversees. So far, TechReady has trained 97 employees, with the majority of them moving to associate software engineering positions within the bank's technology and operational services departments. KeyBank has also rolled out internal advancement programs for its contact center team including "TechReady," which teaches customer service workers coding and other software skills. To improve employee retention and morale, KeyBank has shied away from traditional customer service metrics like the amount of time spent on the phone with each customer, which Brady said can pressure a worker to get someone off of a phone call quickly. "People typically don't call a contact center because they're happy," Brady said. "Our attrition rate this year is running at about 19% at contact centers, where industrywide that typically is between 35 and 60%," Brady said, noting that this is a stressful and high-turnover job. ![]()
0 Comments
Leave a Reply. |
Details
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |