NewsletterMonthly 2022August Philippines
Article by Bill Wiser Chief Technology Officer
Sometimes, we need to take a step back, and decide what we have added that is not necessary and cut it out. Greg says, “Not everything requires you to go the extra mile.” Think about things that you may be doing that simply don’t need to be done or could be simplified to make them more effortless. We have all heard that it is okay to fail, everyone fails, or fail fast. These are all principles as outlined in the book about the importance of recognizing progress. We need to understand that in the beginning, something may not look finished. It is okay to start “Ugly”. Make room in your mind and your project for adjustment and improvement. Don’t get so caught up in the correctness of something that you fail to allow for continuous movement forward. We can be a very harsh critic to our own work and may limit our ability to allow for things to be less than perfect. We need to allow ourselves the room for our project to be Ugly and know that we can continue to improve upon it as we take further actions. Lastly, Greg talks about the importance of setting a successful and sustainable pace in our work. It can be tempting to work ourselves to death trying to perfect a project of lift more that we are able. At the end of the day this often leads to subpar work, missing the mark and leaving us exhausted. Find your pace, and then stick to it. Recognize that there are many others around you willing and able to help. Use the talents of others and have the humility to know that others may be better than you at some things. The most successful and strong leaders know that they did not achieve their success on their own but with the help of great teams. Pace yourself.
The next principle that I want to pull out of the book is to take time to think and then Simplify the steps to accomplish the goal. We can also get caught up in the creep of a project. Well would it not be cool to add this, and this, and this, etc. Defining what Done looks like can help to avoid this to some degree but we all feel pressure to give 110%.
Efortless
In Greg McKeown’s book “Effortless” he shares several key principles and lessons around taking Effortless Action. He defines Effortless Action as Accomplishing More by Trying Less. Who does not love the thought of that? I would like to share some of the principles around his section on making Action Effortless.
Executive Message
First, when we start with any project, we need to ask ourselves “What does Done look like?” Defining the end of a project means that we can identify when the work is finished or when there is still more to do. I know that too often, I start a project without having a clear idea of what it will be when finished. How do I know when I am done? If we can get in the habit of defining the end goal, we can tailor our actions to ensure that we are working towards that goal. We have a limited amount of time to spend, so let’s make sure that the efforts that we are putting into action has the best possible return on that investment. It is also possible that, without knowing what Done looks like, we don’t know when to stop and feel like and we need to double down our time. This can quickly lead to a loss of productivity, a waist of this valuable time, and ultimately burn out. Know what Done looks like. In the call center space, setting hourly, daily, weekly, monthly goals is natural and is built into all the tools around us. Define the goal and then set your next step to accomplish it. What is that next actionable step that we can take and then take it! Just as we can get lost in a project without defining what done looks like, we can also waist a lot of energy and time talking the project to Death. We need to simply Start! Decide the next step and act. Greg says, “Make the first action the most obvious one.” We can all get lost in the attempt to define every possible outcome of a problem but at some point, we simply need to dig in and take a step. Often, when we start the action, we gain a different perspective on the problem and then see more clearly the needed steps to solve the problem. Being someone who loves to act, I say as loud as I can type, START!
One of my strengths is that I tend to be a man of Action! Maybe not an “Action Hero” but still not a bad character attribute to have. I tend to move forward and really struggle when there is a lot of talk without any progress in the real world. For me to stay motivated with a project, I must feel like we are moving forward or have an actionable plan of how to move forward. This strength can also be a weakness when not managed well. For instance, I may move without planning well and this can in some cases cause more work or the need to rework things later. Planning is something that I have had to learn over time, but with my age and experience, I think that I have a decent balance with planning and action.
Each month every Culture Representative from each one of our Focus locations will select an outstanding activity or event to showcase on this special section. With that said, let's see what has been going on this month
highlightsCulture
Philippines
Article by Mary Jo Crisostomo (Culture Manager at Focus Direct Inc. Philippines)
We started July with a bang by celebrating Stars and Stripes theme day for the 4th of July celebration. Tuesdays are for Tetra and trivia games. We had games as well during Wacky Wednesdays and Thirsty Thursdays. Fridays are delivery days for Marketpalce orders. We ended the weeks with Fun Sabado(Saturday) games and Sportsfest activities such as basketball and volleyball games.
Roy, UT
Let's have a LUAU! Summer is so much fun but super HOT so what better than to have a LUAU?
Article by Jody Harris (Culture Manager at Roy, UT)
Happy 4th of July everyone!
Selfie station was a blast I even got the elusive Chris Lopez to get a Selfie!
There was a Flower Lei game, and the winners were Ron Hood and Sean Stanley. We had a Hula competition, and the winner was Luisa Villegas, she did an amazing job. Chris Hislop even joined in the fun. We played a Flamingo toss game and had some yummy fruit. Great Month see you in August for our CARNIVAL fun filled month.
Article by Jody Harris (Culture Manager at Roy, UT) July in Beaumont! Could it get any hotter? Whew, I hope not LOL! Happy 4th of July to Thiseveryone.month’s highlight is going to Focus on all the AWESOME Top Performers here in Beaumont. Everyday these agents come in, get their hours, deal with back-to-back calls and still get those great numbers for us. Way to go! Keep up the good work. Remember everyone that getting 1st place for CR saves and Mobiles gets you 2000 Clearview points. 2nd place for CR Saves and Mobiels gets you 1000 pts EVERY week. Those points add up and you can order some cool stuff from out WeMarketplace.areexcited for the Carnival theme for the month of August.
Beaumont, TX
Clinton, IA
Article by Jody Harris (Culture Manager at Roy,
UT) For my Culture Highlights in July, I am going to start off by saying; “National Chocolate Day IS Awesome!” I would also like to give a shout out to the Top Performers: These agents are consistently getting those Top Performer points! Keep up the good work everyone, we really appreciate you and all your hard work you do for us ChaleesaRobertSuzanneJamieLashallTimothyeveryday!KnappDavisCourtrightSchraderMcGathaNelson Gary Edwards Jacob JaredDewayneJeremiahTudorHurdWynnHudson
Dubuque, IA
First and foremost, I would like to give a shout out to the great Top Performers that we have here in Dubuque. Being a Top Performer consistently is always great agents like Tony Hickman and Deborah Marcov, Jon Gockel and Marleesha Scott, Rebekah Clark and Kyle WeMartin.also enjoyed some yummy chocolate on National Chocolate day. We are looking forward to a Fun Carnival Themed month in August.
Article by Jody Harris (Culture Manager at Roy, UT) Happy 4th of July FOCUS!!!
Jacksonville, FL
Started off the month with a Celebration of the birth of American Independence, on the 4th of July. We had cupcakes, games, and lots of Wepictures.hadmany fun activities throughout the month of July, based around our Luau week. And of course, we took lots of pictures. We had Hawaiian Punch, pictures of getting Lei'd with pretty flowers and a Fruit Day. We also had some fun activities, including hulahooping and Flamingo Ring Toss. I would like to throw a shoutout to our coaches for stepping up and showing out, and Bracken Mayes for showing them some love! All in all, it was a good month!
Article by Carrie Ogubi (Culture Manager at Jacksonville, FL)
Article by Latifah Gorham (Culture Manager at Greenville, NC) July was filled with Fireworks and a Hawaii Vibe, we started out the month with cozy Pajamas Day which all the agents enjoy. The agents and management played a big part in Stress Relief while participating in a hula and flamin go toss competition, it was such a joy to see all the excitement and energy in Focus. It's good to feel the appreciation from so many agents when I give out candy and sad to see the frus tration when I don't have any to give, it is only right to have a Sour Patch Day , I give out snack size sour patch which they enjoyed. Last but not least we are one in a million on Melon Day that was amazing everyone enjoyed their Watermelon and watermelon flavored candies and drinks.
Greenville, NC
Article by Nicole Hughes (Culture Manager at Tarboro, NC)
Hello everyone! My name is Nicole , and I’m the new Culture Manager here at Focus . I’m super excited to work with you all and am looking forward to working with all of you and getting to know everyone a little bit better . With that in mind, don’t hesitate to swing by my desk, grab a candy or treat , and say hey !
Tarboro, NC
El Salvador
Article by Tatiana Molina (Culture Manager at Focus El Salvador) Hi everyone, July was special for us because we celebrated 4th of July with all our agents. We gave our agents hot dogs "El Chory" ,they were all so excited. Besides that activity, we had different fun games during the whole Thanksmonth. for being part of our Focus family!
highlightsEmployee
In the words of Jhon Andas: One of the tenured Navigators who provides all her best to hit her goals and even work beyond expectations. From getting a high OceanReady% to high Quality Scores both internal and external Weaudits.love how she always shows her full support by participating to our campaign weekly activities . She is a valuable member of our team, and her positive attitude has helped her colleagues continue to feel motivated.
Philippines
Hire date: April 13th 2022 Family: Eldest daughter in the family and a mother of 2 lovely girls What are Hobbies/Interests?your I love traveling to new places How Focus impacted your life? Focus gave me the hope and chance to prove myself that I can still be a better version of myself. Focus opened a new opportunity for me so where I can continue building my dreams for the future of my family.
MAHA RISHA VILLAMOR Princess Cruise Agent
Hire date: May 18th 2021 Family: I have a niece that I am really proud of, she is a dancer. Focus has actually become my family. My service dog is MILO and he is our Focus Family Mascot, he is such a cute little dog we all love him sooo much. What are Hobbies/Interests?your Drawing. How Focus impacted your life? Working at Focus has helped me become more confident and stable. Focus has become my family and I have made friends here that will be my friends forever. I appreciate everything Focus has done for me
SARAH BARKER Roy, UT - Retention Agent
US West Region
In the words of Bracken Mayes: Ms. Barker, in the month of July, landed 8 Mobile Accounts sold and maintained a PSU Save Rate better than 60%, proving that Mobile is the premiere SAVE strategy for our customers!
In the words of Bracken Mayes: Ms. Phillips finished the month of July ranked in the #2 position for the campaign but held the highest overall satisfaction survey score at 9.2 with 12 customer responses! Ms. Phillips coded Remedy at 90% compliance and held both her 24-hour repeat and 7-Day repeat at goal for the month! Ms. Phillips earned over $1,000.00 in incentives for her efforts in taking good care of our Optimum customers in July!
Hire date: May 9th 2022 Family: 3 bio children, 3 extended children What are Hobbies/Interests?your Building my brand, making body oils, reading. How Focus impacted your life? ? Focus has allowed me to help make a difference in the customer’s lives, one bill at a time. It also allows me to meet co-workers from other life paths to build an extended family.
US East Region
AISHA PHILLIPS Greenville, NC - Altice CSR Agent
I love shopping, meditation, prayer, bible study
In the words of Bracken Mayes: One of Ms. Nelson's customer interactions was reviewed recently in a calibration call with a client, and Ms. Nelson's level of effort to SAVE customers and the professionalism with which she executed the Retention call flow was a SHOWSTOPPER! In the month of July, Ms. Nelson landed 9 Mobile Accounts sold as well, showing that consistency and customer experience are the key ingredients to success in Retention!
How Focus impacted your life?
Hire date: June 11th, 2018 Family: I have a brother who is serving in our military, and an amazing sister who stays at home and keeps the house running What are Hobbies/Interests?your
Moving to Clinton almost 5 years ago was a leap of faith that I didn't know I had to take but was prepared to make. I came on my own and have been fully commited to the growth, challenges, blessings, wins and opportunities that I have encountered along the way, as they have only given me the growth and I am thankful for the opportunities they I have had and continue to have in my life
CHALEESA NELSON Clinton, IA - Retention Agent
US MidWest Region
URANIUS Beaumont, TX – Retention Agent
Hire date: December 13th, 2021 Family: 2 kids, 7 month year old daughter and 4 year old son. How Focus impacted your life? From a Father stand point it help him provide for his family and take care of business. He use to work as man ager for family dollars where he bearly made ends meet. Focus turn his life around. He appreciate the company bc it’s deeper than answering a phone. Focus is his family. he met amazing people here. Focus made him better person and a better father.
US SouthWest Region
THOMAS
In the words of Bracken Mayes: Uranius finished the month of June ranked in the #1 position in Beaumont with an overall rank score (including all KPIs) of 398%! Uranius leads the pack in performance and continues to work diligently to sell value over cost in Mobile!
In the words of Jose Caballero: Melvin is what we call a born salesman. Ever since he joined Focus he has demonstrated true passion and desire to sell any product, which is what got him promoted so quick, and then given the opportunity as a Senior Coach, where is is doing amazing. He talks to the client every week, they talk about goals and he crushes them every time so he can brag about it on the next meeting. He is very close with his Coaches and together make an amazing team full of stars who are passionate about sales. Sales is always a tough evironment. We have great behaviors, a great quality process and business rules we need to follow, but ultimately, you need to sell to survive. And in this type of environment it is always useful to have people who inspire you, people who are positive and bring energy to the team, and that's Melvin for us.
El
MELVIN MOREIRA Senior Coach NextEra Sales Salvador Hire date: October 3rd 2016 Family: Married for 15 years no kids What are Hobbies/Interests?your Exotic, classic and rare cars. Grill cooking How Focus impacted your life? Focus has Impacted my life and taught me that effort is rewarded and is not how fast can you do it its how consistent can you maintain it.
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Analona Mansader
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