Customer Success Story. Increasing the frequency of evaluations improves call center quality performance

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Customer Success Story. Increasing the frequency of evaluations improves call center quality performance"

Transcription

1 Increasing the frequency of evaluations improves call center quality performance

2 HyperQuality 1 INCREASING THE FREQUENCY OF EVALUATIONS IMPROVES CALL CENTER QUALIT Y PERFORMANCE HYPERQUALITY Success at a Glance Challenge A travel services company wanted to reduce call handling time and related costs in its two call centers. Managers also wanted call center agents to work smarter, ensuring that they follow all call procedures, correctly use call tools, and improve accuracy. While these improvements were being sought, the travel services company wanted to maintain agent attendance levels and maintain or improve turnover rates. Solution HyperQuality developed a custom monitoring program for the company to be tested on a subsection of calls at both call centers. The program would evaluate agents and deliver evaluations/feedback via HyperQuality s proprietary Web-based reporting tool, HyperView. The purpose was to test the HyperQuality concept in terms of agent improvement, calibration, opportunities for improvement in average call handle times; and benchmarking on overall quality scores. Results HyperQuality conducted 5,072 evaluations of 211 agents at both call centers. The HyperQuality program produced the following results over the three-month pilot program: An increase in the number of evaluations by up to 500% Revenue generated on calls was increased $100,000 Average talk time was reduced by 4%, for a savings of $78,000 in operational expense Overall Quality Assurance scores increased 12%, and accuracy of agents increased 6% Coaching levels of 100% were achieved Industry Travel Award Redemption Services # of Agents 400 Customer Profile Call Volume 100,000 inbound phone calls per month Types of Calls Inbound phone calls from customers wishing to redeem miles or points Overall, we achieved an ROI of over 10 times on HyperQuality s services... What s surprising is that these improvements were achieved primarily by simply increasing the frequency of monitoring and coaching. But that s something we could never have done using just our internal resources. Corporate Director It is important to note that the company achieved these quality and performance improvements with no impact on agent attendance or schedule adherence. 2015, HyperQuality, Inc.

3 2 HyperQuality Executive Summary Customer contact executives know that call quality monitoring and the coaching of call center agents is one of the best ways to improve a call center. A travel services company, with two domestic call centers and over 400 agents, conducted a call quality monitoring and coaching test utilizing HyperQuality and its proprietary web-based reporting tool, HyperView, at its busy call centers. When agents were evaluated more frequently, the call centers experienced a total net ROI of over $100,000 during the pilot program. The company was able to reduce call handle time saving $78,000 while increasing net profits per call. Total Quality Assurance scores improved almost 12% and the call centers achieved a coaching level of 100%. The travel company received powerful proof that agents will improve when they have frequent, consistent quality assurance monitoring and the related coaching feedback. With the right tools, supervisors can be relieved from the constant pressure to monitor and evaluate agents and to focus on the more important and value added activities of supervising, coaching and day-to-day operations. Call center quality: vital to corporate success. In today s competitive marketplace, successful companies have learned that customer service is often a powerful way to differentiate between your services and those of competitors. Since your call center is the primary touch point between your company and your customers, it goes without saying that improving the quality of your call center s service will improve your company s relationship with customers. In fact, your call center s quality directly impacts every customer s perception of who you are, the customer s loyalty to your company and your products and your bottom line. Call quality monitoring is one of the best ways to improve any call center. In the pursuit of better customer service, call center managers will naturally want to evaluate the performance of their center s agents. While most call center managers agree on the importance of call monitoring, according to Dr. Jon Anton, Researcher and Author at Purdue University s Center for Customer Driven Quality, the average call center evaluates just five calls per every 1,000 calls per month, for each agent. Agents are usually evaluated by supervisors or managers, who may sit side-by-side with agents and listen to customer calls real time, or they may listen to recorded calls. After listening to calls, the supervisor or manager will evaluate the agent and create feedback which is delivered to the agent in the form of a written scorecard, via , or directly in a face-to-face meeting. Monitoring five calls per agent per month may be average for the industry, but how effective is that rate? Using the 1,000 calls per agent per month assumption, a call center would have to monitor 350 calls per agent every month to reach a 95% confidence level. There isn t a call center on earth that can devote the time and resources required to ensure this level of statistical reliability! However, increasing the frequency of call monitoring even by just a few calls per agent per month can have a dramatic impact on a call center s quality...and profitability. This national travel services company contracted with Seattle-based HyperQuality, Inc., to conduct a pilot program of agent evaluations in one of its call centers. One of the focuses of the program was increasing the frequency of agent evaluations, and the results were clear. 2015, HyperQuality, Inc.

4 HyperQuality 3 Company Background The company s operations include approximately 400 call center agents in two call center locations. Agents handle over 100,000 customer contacts per month of inbound phone calls from customers wishing to conduct travel-related transactions. The challenge: improve call quality with more monitoring. The travel services company was considering several areas for improvement of its customer contact services. To begin with, they wanted what all call center managers want reduced call handling time and related costs. In addition, managers knew that the more efficient and successful its agents could be in building travel packages with the lowest fares and rates, the more revenue that would be generated for the company. Therefore, the smarter its agents worked, following call procedures, improving accuracy and correctly using call tools, the better. In addition, while these improvements were being sought, the company wanted to maintain agent attendance levels and maintain or improve turnover rates. The company set as a goal the improvement of its call monitoring program in order to improve service, increase revenue and meet COPC certification requirements. Finally, as part of this program of improved call monitoring, the company was considering a large investment in a third party call recording solution. Management wanted to justify the expense of such a solution, and prove that call monitoring could have a measurable and significant impact on company profitability. Like many companies, at this travel services company the QA monitoring and evaluation of phone calls was handled by its own internal teams, using QA tools and procedures developed by supervisors. The company created an internal group whose main responsibility was the monitoring of other agents. This internal monitoring group was made up primarily of their best agents. In some cases dedicated supervisors were appointed to this team, while in other cases supervisors had the monitoring tasks added to their existing management duties. In monitoring and evaluating agents, scores were focused on three key areas of service: 1. Call handling time 2. Basic business policy 3. Information accuracy Each supervisor conducted approximately five evaluations per agent, per month. The average agent group size was 25 agents, so a supervisor was tasked with performing 125 evaluations per month. Supervisors listened to calls and tallied scores and comments on a written scorecard. After creating the written reports, the supervisors would sit down with the agents and review the scores, with the report ultimately placed in the agent s performance file. Tracking of score history was not done, except in cases where the supervisor felt the need to sit down and manually review an individual agent s record. While the company did experience some minor success with their system of internal monitoring and evaluations (after all, some evaluation is better than none at all), it was soon apparent that the program had several flaws. First, with supervisors evaluating a maximum of five calls per agent per month, the evaluations were too infrequent to have a real impact on each agent s behavior. The company wanted to increase their monitoring to 8-10 calls per agent per month. In addition, the small number of evaluations created a statistically invalid sample size for evaluating center-wide trends. 2015, HyperQuality, Inc.

5 4 HyperQuality Further, scores and comments were subjective, with little opportunity for calibration from supervisor to supervisor or from week to week. Finally, the schedule challenges and day-to-day reality of a busy call center meant that supervisors availability and thus, evaluations were inconsistent. The travel services company was experiencing what happens every day in call centers everywhere. In most call centers, quality monitoring and coaching is considered to be a necessary evil. It s something that is mandated by others (upper management) and takes place if at all when time allows. In most call centers, there is simply not enough staff to get the job done with any regularity. And, of course, on any given day, if call volumes increase unexpectedly (as they often do), supervisors must abandon their monitoring to the back burner so they can jump on the phones and help handle calls. Often, supervisors run out of time and find themselves rushed to complete evaluations during the last few days of the month certainly not the most accurate way to judge an agent s or a center s total quality. Solving the problem: in-house or outsource? The company had two main options for tackling its call monitoring and evaluation challenge. First, the company could have continued its efforts to develop an internal monitoring process and system. For a company of their size and scope, this would have required the investment of millions of dollars more in technology and personnel. The second option was to explore outsourcing their call centers quality monitoring and evaluation. According to Dr. Jon Anton, the primary benefit of outsourcing your call quality monitoring is simple: it gets done! Setting aside the cost savings (which can be substantial), simply increasing the number of evaluations will give you a much more accurate report of your call center s performance. From the typical call center manager s point of view, a number of companies offer so-called call center monitoring, evaluation and/or improvement. In reality, most of these companies primarily provide recording solutions or surveys for agent performance. Monitoring is generally conducted randomly, with variable schedules from agent to agent, from call center to call center, and from month to month. When feedback is given, scores are delivered via paper reports or attachments, rather than a web-based ASP-tool accessible from any location. Finally, these traditional call recording or monitoring companies tend to be heavily consultative in their approach. They can be expected to deliver a broad list of things to fix, but not at the agent-level. And, of course, rather than simply evaluating, the consultant s ultimate goal is to sell its own solutions. When considering outsourcing options, it is vital that your partner be completely objective. This is the only way to get an accurate picture of your call center and each and every agent s true performance. In addition, make sure your potential partner is truly focused on quality, rather than simply on workforce management. While many workforce management solutions will deliver some level of improvement in most call center environments, to achieve truly substantive improvement that is long-term, that builds customer loyalty and that delivers a positive impact to your bottom line, your partner must focus on quality. The travel company tests HyperQuality and gets results. The company contracted with HyperQuality for a three-month pilot program, incorporating some of the work that management had already done in developing their quality monitoring program there was no need to lose that investment by starting over. 2015, HyperQuality, Inc.

6 HyperQuality 5 HyperQuality developed a custom monitoring program to be tested on a subsection of calls at both of the company s call centers. At both call centers, HyperQuality s program would evaluate agents and deliver evaluations and feedback via the company s proprietary web-based data collection and dissemination tool, HyperView. While the company had been evaluating 3-5 evaluations per agent, per month, HyperQuality recommended 12 evaluations per agent, per month. The two companies settled on a compromise of 8 evaluations per agent, per month. The purpose of the pilot program was to prove or disprove the HyperQuality concept in terms of: 1. Agent improvement 2. Calibration 3. Opportunities for improvement in average call handle times 4. Benchmarking on overall quality scores During the pilot program, company agents were evaluated on a variety of attributes, including: 1. Proper call handling a. Correct and complete information b. Accurate resolution 2. Policies and procedures a. Client verification b. Qualifying customers c. Proper hold/transfer procedures d. Advise fare rules/car or hotel policies e. Seat assignments/special needs f. Recap itinerary g. Correct documentation 3. Selling skills a. Transition to search fares b. Present/sell benefits c. Offer additional services 4. Soft skills a. Voice tone b. Acknowledgment of additional information c. Professionalism/rapport d. Call control e. Effective handling of caller objections f. Objection transition for probing g. Directional probe 2015, HyperQuality, Inc.

7 6 HyperQuality h. Effectively check/reinforce probing answers i. Proper closing The program was designed so that supervisors would automatically provide coaching to any agent when that agent s performance went below the threshold of a 90% total QA score. Over the course of the three-month pilot program, HyperQuality conducted 5,072 evaluations of 211 agents at the two call center locations. Agents and supervisors were set-up with HyperView accounts, each with their own log-in and password. Calls were monitored daily by HyperQuality staff, and the evaluations and scores were entered into HyperView, with reports able to be generated for managers, supervisors and individual agents. These reports went well beyond merely compiling data or verifying compliance with a laundry list of requirements. Instead, the reports included useful direction and real advice for agent behavior that could deliver measurable improvements in customer care. Agents and/or supervisors were able to log-in to HyperView at any time and review agent evaluations, listen to recorded calls and review up-to-the-minute reports. Agents logged-on to HyperView to view any of the following reports: Quality Evaluation Displays overall quality results and call category results; Weekly Report Allows the agent to view specific call performance details by attribute; Monthly Report Displays the agent s week-toweek performance by individual attribute and by attribute category; Total Quality Trend Allows the agent to monitor his or her progress and see how he/she stacks up against other agents on the team; Attribute Trend Displays the agent s performance by individual attributes or categories; Quality Impact Shows the agent s monthly performance by attribute category. Supervisors viewed the following reports: Periodic Report Displays overall quality scores by agent and highlights opportunities for EvenBetter performance; Quality Score By Week Weekly snapshot, showing the number of evaluations completed by agent, and the overall quality percentage achieved for all completed evaluations; Stack Rank Summary Shows agent results by quality percentage to compare individual agents performance within a category or among peers; 2015, HyperQuality, Inc.

8 HyperQuality 7 Performance By Threshold Displays number of agents performing within each score threshold, emphasizing what percentage of agents need improvement; Attribute Trending Agent evaluations broken down to show strengths and weaknesses by attribute; Comments Report Displays all comments written, with selection available by attribute; CARE Report Change Add Review Escalation: discrepancy review process that allows agents to question scoring of any call. Coaching Log Report Shows detail by agent on all coaching procedures taken by the direct supervisor. User Frequency Report Shows how frequently agents and/or supervisors are logging in to HyperView to view quality results. More agent monitoring + less supervisor time = success! The pilot program with HyperQuality yielded extremely positive results in several ways. First, the company was able to increase the revenue generated on calls, creating over $100,000 in additional revenue over the three-month program. In addition, the company was able to reduce Average Talk Time by 4%, which resulted in savings of $78,000 in operational expense. The travel services company s management was pleased to see that overall Quality Assurance scores increased 12%, and accuracy of agents increased 6%. In addition, the company achieved coaching levels of 100%. It is important to note that the company achieved these quality and performance improvements with no impact on agent attendance or schedule adherence. XYZ Center Base line Pilot Average Metric Change vs. JULY ARC Monthly Avg. Base line % Change vs. Base line Calls Handled 15,812 14, % Avg. Talk TIme % Avg. Hold % Avg. Handle Time % Overall QA (g) 76.00% 85% 9% 11.84% Accuracy (g) 87.00% 92% 5% 5.75% The power of frequent feedback. The travel services company was very satisfied with the improved quality scores, increased call efficiency and increased revenue experienced at their call centers and surprised that these improvements were achieved primarily through simply increasing the frequency of monitoring and coaching. 2015, HyperQuality, Inc.

9 8 HyperQuality The company received powerful proof that agent performance can improve substantially. The secret lies not in high-tech recording gadgetry or complicated systems, but rather in how often quality monitoring occurs and how often feedback and evaluations are delivered to agents. It s common sense, really. If you coach any person on any skill from call handling to a golf swing the more frequently you coach, the more rapidly improvement will occur. Infrequent coaching results in less, if any, improvement, and in fact allows bad habits to form and take hold. Of course, increasing the frequency of evaluations is a challenge when in-house resources are stretched thin. That s why HyperQuality provides the cost effective means to achieve the frequency of monitoring, evaluation and coaching that can have a real, positive impact on your business. It s like shaving points from your golf game and simultaneously saving money. And that s a real win-win solution! 2015, HyperQuality, Inc.

10 For more information, contact: HyperQuality, Inc. One Convention Place, 701 Pike Street, Suite 1560, Seattle WA Copyright 2015 HyperQuality, Inc. All rights reserved. Other trademarks are registered trademarks and the properties of their respective owners. Product specifications and features are subject to change without notice

No matter how firmly entrenched your company s old habits are, it s easier than you think to achieve EvenBetter customer service

No matter how firmly entrenched your company s old habits are, it s easier than you think to achieve EvenBetter customer service No matter how firmly entrenched your company s old habits are, it s easier than you think to achieve EvenBetter customer service HyperQuality 1 NO MATTER HOW FIRMLY ENTRENCHED YOUR COMPANY S OLD HABITS

More information

Customer Success Story Call monitoring and calibration across multiple centers: start small and focused, then roll-out for maximum improvement and ROI

Customer Success Story Call monitoring and calibration across multiple centers: start small and focused, then roll-out for maximum improvement and ROI Call monitoring and calibration across multiple centers: start small and focused, then roll-out for maximum improvement and ROI HyperQuality 1 CALL MONITORING AND CALIBRATION ACROSS MULTIPLE CENTERS: START

More information

Effective Reporting. The Nuts and Bolts of Best Practice Reporting for the Contact Center. What Is Effective Reporting?

Effective Reporting. The Nuts and Bolts of Best Practice Reporting for the Contact Center. What Is Effective Reporting? 1 The Nuts and Bolts of Best Practice Reporting for the Contact Center What Is? Effective reporting is defined by the results obtained by reviewing the report data and making changes to improve performance.

More information

White Paper. Outsourcing Contact Center Call Monitoring/Coaching Benefits to your credit union

White Paper. Outsourcing Contact Center Call Monitoring/Coaching Benefits to your credit union Outsourcing Contact Center Benefits to your credit union Table of Contents Importance of Call Quality Monitoring Goals of Call Quality Monitoring Aspects of Call Quality Monitoring & Coaching Why Outsource

More information

Measuring Call Center Performance. Global Best Practices

Measuring Call Center Performance. Global Best Practices Measuring Call Center Performance Global Best Practices Key Metrics Chose metrics that reveal key insights into the customer experience, emphasizing quality and quantity equally Concentrate on four key

More information

Customer Success Story. Increase Sales Conversion Rates Through Better Probing and Rebuttals

Customer Success Story. Increase Sales Conversion Rates Through Better Probing and Rebuttals Increase Sales Conversion Rates Through Better Probing and Rebuttals HYPERQUALITY 1 INCREASE SALES CONVERSION RATES THROUGH BETTER PROBING AND REBUTTALS Business Challenge With over 3 million customers,

More information

RFP Trend Update: The People Behind the Metrics

RFP Trend Update: The People Behind the Metrics RFP Trend Update: The People Behind the Metrics Making Technology Work for You Introduction 2 Beyond the Metrics 2 Start Right with PEPP 3 Training & Career Path 5 Keeping Score with Metrics 6 People Factor

More information

WHITE PAPER. The Five Fundamentals of a Successful FCR Program

WHITE PAPER. The Five Fundamentals of a Successful FCR Program The Five Fundamentals of a Successful FCR Program April 2012 Executive Summary Industry analysts agree that First Contact Resolution (FCR) is the best way to measure the effectiveness of your contact center.

More information

v o l u m e f i f t e e n p e r f o r m a n c e m a n a g e m e n t

v o l u m e f i f t e e n p e r f o r m a n c e m a n a g e m e n t whitepaper v o l u m e f i f t e e n p e r f o r m a n c e m a n a g e m e n t g e t t i n g t o t h e h e a r t o f t h e m a t t e r : t h e s i x s t e p s t o g r e a t p e r f o r m a n c e r e v

More information

Transitioning from Old QA to New Analytics-Enabled Quality Assurance

Transitioning from Old QA to New Analytics-Enabled Quality Assurance Transitioning from Old QA to New Analytics-Enabled Quality Assurance Sponsored By: 1 Table of Contents Introduction...1 The New Analytics-Enabled QA Process...1 Benefits of Next-Generation QA Solutions...5

More information

The Service Desk Survival Guide 2005 Peter McGarahan

The Service Desk Survival Guide 2005 Peter McGarahan The Service Desk Survival Guide 2005 Peter McGarahan The Outlook For 2005 Go After Project Funding Globalization/Consolidation Outsourcing/Offshoring Career Development in/outside of IT Cost Containment

More information

Small Businesses Need Contact Centers to Deliver Great Service

Small Businesses Need Contact Centers to Deliver Great Service Small Businesses Need Contact Centers to Deliver Great Service March 2014 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Cloud-Based Contact Center Solutions are Ideal for Small Businesses...

More information

GLOBAL TELECOMMUNICATIONS LEADER IMPROVES SALES CONVERSION WITH ROBUST QUALITY ASSURANCE SOLUTION

GLOBAL TELECOMMUNICATIONS LEADER IMPROVES SALES CONVERSION WITH ROBUST QUALITY ASSURANCE SOLUTION GLOBAL TELECOMMUNICATIONS LEADER IMPROVES SALES CONVERSION WITH ROBUST QUALITY ASSURANCE SOLUTION SUCCESS AT A GLANCE CHALLENGE An ecommerce company that invested in an online chat sales channel knew it

More information

Maintaining a Competitive Edge with Interaction Analysis

Maintaining a Competitive Edge with Interaction Analysis Explore Maintaining a Competitive Edge with Interaction Analysis Winner of the Frost & Sullivan 2007 Product Innovation Award Autonomy etalk White Paper Maintaining a Competitive Edge with Interaction

More information

Speech Analytics: Best Practices for Analytics- Enabled Quality Assurance. Author: DMG Consulting LLC

Speech Analytics: Best Practices for Analytics- Enabled Quality Assurance. Author: DMG Consulting LLC Speech Analytics: Best Practices for Analytics- Enabled Quality Assurance Author: DMG Consulting LLC Forward At Calabrio, we understand the questions you face when implementing speech analytics. Questions

More information

Call Recording for Customer Retention and Superior Service

Call Recording for Customer Retention and Superior Service Call Recording for Customer Retention and Superior Service A Mitel Whitepaper August 2014 LEVERAGING SUPERIOR SERVICE AS A COMPETITIVE ADVANTAGE...3 THE PROFESSIONAL INTERACTION MANAGEMENT SOLUTION...3

More information

Quality Monitoring ROI

Quality Monitoring ROI Quality Monitoring ROI Driving Real Performance in your Contact Center Utilizing Tools that Pay for Themselves in the First Year A White Paper January 2010, Copyright 2010, CyberTech International, All

More information

Does Your Sales Training Measure Up? By Randy Illig Franklin Covey Sales Performance Practice

Does Your Sales Training Measure Up? By Randy Illig Franklin Covey Sales Performance Practice Does Your Sales Training Measure Up? By Randy Illig Franklin Covey Sales Performance Practice Measuring ROI in your sales improvement initiatives can mean the difference between success and failure of

More information

Performance Matrix Exhibit 1

Performance Matrix Exhibit 1 Background A White Paper Optimizing your Call Center through Simulation By Bill Hall, Call Center Services and Dr. Jon Anton, Purdue University The challenge for today's call centers is providing value-added

More information

Lead Management. 7 Best Practices in. How to build greater marketing ROI and increase sales revenue

Lead Management. 7 Best Practices in. How to build greater marketing ROI and increase sales revenue 7 Best Practices in Lead Management How to build greater marketing ROI and increase sales revenue Authored By: Deborah Miller Pierce President, NitroMojo www.nitromojo.com Table of Contents Lead Management-The

More information

BUILDING A SUCCESSFUL BUSINESS CASE FOR TALENT MANAGEMENT TECHNOLOGY By Kelly McCombs and Tim Welsh, AON Hewitt

BUILDING A SUCCESSFUL BUSINESS CASE FOR TALENT MANAGEMENT TECHNOLOGY By Kelly McCombs and Tim Welsh, AON Hewitt BUILDING A SUCCESSFUL BUSINESS CASE FOR TALENT MANAGEMENT TECHNOLOGY By Kelly McCombs and Tim Welsh, AON Hewitt Introduction Human Resources today sits smack-dab in the middle of the most compelling and

More information

Call Center First Call Resolution Guide. Sponsored by

Call Center First Call Resolution Guide. Sponsored by i Call Center First Call Resolution Guide Sponsored by Table of Contents Executive Summary...1 Strategic Role of Contact Center Performance Management...1 CCPM Defined...1 Defining and Calculating First

More information

Building the Business Case for a Cloud-Based Contact Center Solution Sponsored by:

Building the Business Case for a Cloud-Based Contact Center Solution Sponsored by: Building the Business Case for a Cloud-Based Contact Center Solution Sponsored by: - 1 - DMG Consulting LLC Table of Contents Why a Cloud-Based Contact Center is Likely in Your Future... 1 Building the

More information

Workforce Management Software. How to Determine the Software You Need and Justify the Investment

Workforce Management Software. How to Determine the Software You Need and Justify the Investment W H I T E P A P E R Workforce Management Software How to Determine the Software You Need and Justify the Investment C O N T E N T S Executive Summary..................................... 1 Why use workforce

More information

Provider Satisfaction Survey: Research and Best Practices

Provider Satisfaction Survey: Research and Best Practices Provider Satisfaction Survey: Research and Best Practices Provider Satisfaction Survey Revamp Provider Satisfaction with the health plan has been one of the most popular proprietary survey tools that TMG

More information

Improve Your Customer Experience: Design Your Quality Program to Link Directly to Customer Satisfaction. Overview WHITEPAPER

Improve Your Customer Experience: Design Your Quality Program to Link Directly to Customer Satisfaction. Overview WHITEPAPER WHITEPAPER Improve Your Customer Experience: Design Your Quality Program to Link Directly to Customer Satisfaction All of us who work in the customer contact industry have experienced this we have quality

More information

A Guide to the Net Promoter Score for Law Firms

A Guide to the Net Promoter Score for Law Firms A Guide to the Net Promoter Score for Law Firms Learn how to effectively measure and track your client satisfaction using the Net Promoter survey method for law firms. Copyright 2014 Inavero, Inc. All

More information

Rising Above the Rest: Employee Performance Management Creates Lasting Market Differentiation. A Performix Technologies White Paper

Rising Above the Rest: Employee Performance Management Creates Lasting Market Differentiation. A Performix Technologies White Paper Rising Above the Rest: Employee Performance Management Creates Lasting Market Differentiation A Performix Technologies White Paper Copyright Performix Technologies April/2006 Achieving Service Excellence

More information

Improving Customer Contact Quality

Improving Customer Contact Quality Improving Customer Contact Quality An Extract from Call Quality Practices 2009 Call quality monitoring is one of the most effective methods for improving the level of service you provide to your customers.

More information

Top 10 Ways To Boost Contact Center Agent Performance

Top 10 Ways To Boost Contact Center Agent Performance Building great customer experiences since 1972 Coordinated Systems, Inc. 165 Burnside Avenue, East Hartford, CT 06108 USA (860)289-2151 www.csiworld.com Top 10 Ways To Boost Contact Center Agent Performance

More information

THE 120VC PORTFOLIO MANAGEMENT MODEL

THE 120VC PORTFOLIO MANAGEMENT MODEL THE 120VC PORTFOLIO MANAGEMENT MODEL There are several layers that contribute to achieving the Vision stated in the figure below. The workflow in the figure starts at the bottom left and flows right across

More information

Getting more from call centers

Getting more from call centers McKinsey on Operations An in-depth look at the challenges facing senior managers Published by The McKinsey Quarterly April 2005 Lloyd Miller Used properly, they can be strategic assets. Article at a glance:

More information

The Right Choice for Call Recording Call Recording for Customer Retention and Superior Service

The Right Choice for Call Recording Call Recording for Customer Retention and Superior Service Call Recording for Customer Retention and Superior Service An OAISYS White Paper Table of Contents Leveraging Superior Service in a Down Economy...1 Tracer: The Professional Interaction Management Solution...1

More information

Editorial Perspective: Go Back to the Future for a Cutting-Edge Contact Center Today

Editorial Perspective: Go Back to the Future for a Cutting-Edge Contact Center Today Go Back to the Future for a by Frank A. Kovach This article first appeared as an online Community blog post at CU Insight.com on March 7, 2014 and is reprinted in its entirety here. Credit union contact

More information

WHITE PAPER Speech Analytics for Identifying Agent Skill Gaps and Trainings

WHITE PAPER Speech Analytics for Identifying Agent Skill Gaps and Trainings WHITE PAPER Speech Analytics for Identifying Agent Skill Gaps and Trainings Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1 Table of Contents Introduction... 3 Problems...

More information

The Contact Center: Low-Cost Driver or Strategic Differentiator?

The Contact Center: Low-Cost Driver or Strategic Differentiator? The Contact Center: Low-Cost Driver or Strategic Differentiator? Prepared by: Telerx 723 Dresher Road Horsham, PA 19044 1.800.2TELERX www.telerx.com Contact center work has historically been viewed as

More information

CONTACT CENTER PERFORMANCE ASSURED

CONTACT CENTER PERFORMANCE ASSURED CONTACT CENTER PERFORMANCE ASSURED DELIVER CUSTOMER EXPERIENCE WITHOUT COMPROMISE envisioninc.com HISTORY OF INNOVATION It s terrific that these products are on one platform from a single vendor it has

More information

GUIDE TO PURCHASING A PHONE SYSTEM FOR YOUR CALL CENTER

GUIDE TO PURCHASING A PHONE SYSTEM FOR YOUR CALL CENTER GUIDE TO PURCHASING A PHONE SYSTEM FOR YOUR CALL CENTER A STEP-BY-STEP PRIMER TO HELP YOU SELECT THE RIGHT SOLUTION FOR YOUR SMALL TO MIDSIZE BUSINESS GUIDE TO PURCHASING THE RIGHT PHONE SYSTEM FOR YOUR

More information

Improve Contact Center Performance with Real-Time Metrics

Improve Contact Center Performance with Real-Time Metrics Improve Contact Center Performance with Real-Time Metrics May 10, 2013 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Introduction... 1 Lack of Real-Time Data and Guidance Impedes Contact Center

More information

Veramark White Paper: Reducing Telecom Costs Why Invoice Management is the Best Place to Start. WhitePaper. We innovate. You benefit.

Veramark White Paper: Reducing Telecom Costs Why Invoice Management is the Best Place to Start. WhitePaper. We innovate. You benefit. Veramark White Paper: Reducing Telecom Costs Why Invoice Management is the Best Place to Start WhitePaper We innovate. You benefit. Veramark White Paper: Reducing Telecom Costs Why Invoice Management is

More information

Sponsored By: Contact Center Coaching Best Practices: Outstanding Agents Strengthen Your Brand

Sponsored By: Contact Center Coaching Best Practices: Outstanding Agents Strengthen Your Brand Sponsored By: Contact Center Coaching Best Practices: Outstanding Agents Strengthen Your Brand Table of Contents I. Executive Summary...1 II. Coaching is Not as Easy as it Looks...1 III. Building a Winning

More information

The Value of Outsourced Expense Report Management to Organizations with Less Than 5,000 Business Travelers

The Value of Outsourced Expense Report Management to Organizations with Less Than 5,000 Business Travelers The Value of Outsourced Expense Report Management to Organizations with Less Than 5,000 Business Travelers Frederick G Germuth PayService.Com, Inc. In this challenging economy, leading companies understand

More information

2013 Whitepaper. Five Essential Measurements of Contact Center Success

2013 Whitepaper. Five Essential Measurements of Contact Center Success 2013 Whitepaper Five Essential Measurements of Contact Center Success Five Essential Measurements of Contact Center Success In order to have a contact center that is truly valued and respected both internally

More information

The Right Way to Do Contact Center Reporting

The Right Way to Do Contact Center Reporting The Right Way to Do Contact Center Reporting 2012 Sponsored By: - i - DMG Consulting LLC Table of Contents Introduction... 1 Contact Center Reporting Requirements... 2 Top Contact Center Key Performance

More information

True Stories of Customer Service ROI: The real-world benefits of Zendesk

True Stories of Customer Service ROI: The real-world benefits of Zendesk True Stories of Customer Service ROI: The real-world benefits of Zendesk Introduction Any manager whose business thrives when customers are happy immediately understands the value of excellent customer

More information

Workforce Insights Employee Satisfaction Surveying

Workforce Insights Employee Satisfaction Surveying Workforce Insights Employee Satisfaction Surveying Overview One significant factor in your call center s success is how happy and satisfied the employees are. Employee satisfaction has an extremely high

More information

Ask the Customer Experience Experts

Ask the Customer Experience Experts 1 Ask the Customer Experience Experts How the sum of all experiences impacts the bottom line How would you define customer experience? Is it the same as customer service? Does it refer to an interaction

More information

6 SECRETS TO OFFERING EXCEPTIONAL CUSTOMER SERVICE

6 SECRETS TO OFFERING EXCEPTIONAL CUSTOMER SERVICE 6 SECRETS TO OFFERING EXCEPTIONAL CUSTOMER SERVICE Introduction THE SERVICE GAP The vast majority of people are not experiencing great service. Nearly a third of consumers believe that businesses are now

More information

Implementing differentiated customer-centric strategies

Implementing differentiated customer-centric strategies Implementing differentiated customer-centric strategies Retail-banker-friendly strategy development that resonates with your customers and shareholders An Experian white paper Table of contents Introduction...2

More information

Autonomy etalk White Paper. Optimizing Customer Feedback: Executing a Valuable Post-Call Survey

Autonomy etalk White Paper. Optimizing Customer Feedback: Executing a Valuable Post-Call Survey Autonomy etalk White Paper Optimizing Customer Feedback: Executing a Valuable Post-Call Survey Proprietary and Confidential to Autonomy etalk. Optimizing Customer Feedback: Executing a Valuable Post-Call

More information

Sales & Marketing Alignment Benchmarks, Insights & Advice

Sales & Marketing Alignment Benchmarks, Insights & Advice Benchmarking Report Sales & Marketing Alignment Benchmarks, Insights & Advice Statistically Significant Findings from 550 Survey Responses in June 2013 Sponsored By: 2013 Demand Metric Research Corporation.

More information

ARE YOUR CUSTOMER SERVICE METRICS TELLING THE TRUTH? Many rank frontline teams unfairly.

ARE YOUR CUSTOMER SERVICE METRICS TELLING THE TRUTH? Many rank frontline teams unfairly. ARE YOUR CUSTOMER SERVICE METRICS TELLING THE TRUTH? Many rank frontline teams unfairly. It s frightening how many companies are measuring and managing customer service with inaccurate metrics. Sandy Rogers,

More information

CALL CENTER ESSENTIALS

CALL CENTER ESSENTIALS CALL CENTER ESSENTIALS PERFORMANCE MANAGEMENT BEST PRACTICES PART 1 CALL CENTER BEST PRACTICES PART 1 This session explores key performance indicators, how they differ from supporting metrics, and how to

More information

Best Practice. Breakeven Analysis for Staffing, Measurement & Compensation Planning

Best Practice. Breakeven Analysis for Staffing, Measurement & Compensation Planning Best Practice Breakeven Analysis for Staffing, Measurement & Compensation Planning Executive Summary Breakeven analysis is a simple to use Best Practice for addressing the following challenges sales organizations

More information

Call Center FCR Best Practice Award Winner Gold Award for Quality Assurance: 407 ETR

Call Center FCR Best Practice Award Winner Gold Award for Quality Assurance: 407 ETR Call Center FCR Best Practice Award Winner Gold Award for Quality Assurance: 407 ETR published 03-10-2015 407 ETR Company Description 407 ETR is the world s first all-electronic toll road of its kind,

More information

The Role of Feedback Management in Becoming Customer Centric

The Role of Feedback Management in Becoming Customer Centric A Customer Centricity White Paper 5 Old Coach Road Hudson, NH 03051 603-491-7948 www.customercentricity.biz The Role of Feedback Management in Becoming Customer Centric By Stewart Nash QuestBack Boston

More information

SWU 2010. Performance Evaluation Training

SWU 2010. Performance Evaluation Training 2010 Performance Evaluation Training Objectives Why is Performance Management so critical? Benefits Common Errors H-M-L Conversations Evaluation Techniques Goal Setting New Online Evaluation Tools The

More information

How To View Ask an Expert Participation Metrics for Your County

How To View Ask an Expert Participation Metrics for Your County Participation in the Oregon Ask an Expert system is an important activity for all Extension personnel. This training module is designed to show you how to: Track the number and nature of questions answered

More information

Committed to Exceptional Portfolio Management

Committed to Exceptional Portfolio Management The NEI Investments Portfolio Manager Selection and Monitoring : Committed to Exceptional Portfolio Management MUTUAL FUNDS DONE DIFFERENTLY..888.809. NEIinvestments.com @NEIinvestments MUTUAL FUNDS DONE

More information

How to Build a Referral Process Focused on Customer Service: It All Starts Here!

How to Build a Referral Process Focused on Customer Service: It All Starts Here! Post-Acute Services How to Build a Referral Process Focused on Customer Service: It All Starts Here! Katherine Northcutt, RN Simione Healthcare Consultants Learning Objectives Define a strategy for maintaining

More information

Call Center Call Scoring Evaluation Form Items

Call Center Call Scoring Evaluation Form Items Call Center Call Scoring Evaluation Form Items Enhance transparency and regularity of quality assurance practices within your call center. Greeting Account Verification Contact Information Confirmation

More information

PERFORMANCE MANAGEMENT TRAINING

PERFORMANCE MANAGEMENT TRAINING PERFORMANCE MANAGEMENT TRAINING Performance management is an ongoing process rather than a once a year occurrence. It s a way for you as the supervisor to motivate and develop your employees, and to assist

More information

How To Fix A Broken Performance Management Program How Leading Organizations are transforming Performance Management to maximize Business Value

How To Fix A Broken Performance Management Program How Leading Organizations are transforming Performance Management to maximize Business Value Orange County Convention Center Orlando, Florida June 3-5, 2014 How To Fix A Broken Performance Management Program How Leading Organizations are transforming Performance Management to maximize Business

More information

ecruiting, Retaining & Rewarding Your Supply Chain Workforce

ecruiting, Retaining & Rewarding Your Supply Chain Workforce R ecruiting, Retaining & Rewarding Your Supply Chain Workforce Management Strategies for a Changing Labor Landscape TZA Labor Performance Series Meeting the Challenges of Attracting and Retaining a Skilled

More information

Are your Customers your Biggest Fans? To Score a Business Loan - Check your Credit Score. Conduct a Webinar for Fun and Profit

Are your Customers your Biggest Fans? To Score a Business Loan - Check your Credit Score. Conduct a Webinar for Fun and Profit Business Briefs for July 2010 Are your Customers your Biggest Fans? Besides your mother and perhaps your cousin, who are your biggest fans? It should be your customers. For a small business, your customers

More information

Call Quality Practices 2012

Call Quality Practices 2012 Call Quality Practices 2012 Call quality monitoring refers to the process of listening to or observing an agent s phone conversations or other multi-media contacts with customers. Not only can it improve

More information

Improving Call Center Performance

Improving Call Center Performance A Learning Paths Whitepaper Improving Call Center Performance Creating Consistency, Transparency and Speed The ultimate goal of any call center is to deliver a consistent customer experience on each call,

More information

Profitingfrom CustomerExperience:

Profitingfrom CustomerExperience: ACLICKTOOLSWHITEPAPER Profitingfrom CustomerExperience: WhyAnEasyCustomerJourneyMakesEasyMoney ByDavidJackson, ClicktoolsCEO Page 2 Profiting from Customer Experience: Why An Easy Customer Journey Makes

More information

Contact Center Performance Management Software

Contact Center Performance Management Software Markets, W. Close Research Note 7 March 2003 Contact Center Performance Software Enterprises face critical challenges in contact center management. Capitalizing on people, performance and analytics will

More information

Quality Assurance Manual

Quality Assurance Manual Quality Assurance Manual Version 2.0 11/14 1 Table of Contents Contents 1.1 OVERVIEW AND PURPOSE... 3 1.2 CALL MONITORING TEAM... 3 1.3 CALL MONITORING FREQUENCY... 4 1. 4 CALL MONITORING SELECTION PROCEDURE...

More information

Strategic Guide to creating a World Class Customer Advisory Board Program

Strategic Guide to creating a World Class Customer Advisory Board Program Strategic Guide to creating a World Class Customer Advisory Board Program This paper is authored from CustomerAdvisoryBoard.org industry association research including the CAB Manager Industry Surveys,

More information

Focused Outreach Lead Generation

Focused Outreach Lead Generation Focused Outreach Lead Generation to Produce High Quality Leads and Raise Your ROI By Elisa Ciarametaro of Exceed Sales www.exceedsales.com Elisa Ciarametaro and Exceed Sales, Inc. Table of Contents What

More information

The 11 Components of a Best-In-Class 360 Assessment

The 11 Components of a Best-In-Class 360 Assessment White Paper LEADERSHIP DEVELOPMENT The 11 Components of a Best-In-Class 360 Assessment Crucial elements for your 360 assessment 360-degree assessments are the backbone of most corporations leadership development

More information

E Source Multichannel Metrics Survey 2012

E Source Multichannel Metrics Survey 2012 E Source Multichannel s Survey 2012 Instructions Fill in only the fields highlighted in blue; the yellow fields will automatically populate with the calculated s. In the "Number" column please use numerals;

More information

FROM INDIA OR INDIANA? People are more comfortable speaking with people from their own nation or WOULD CUSTOMERS RATHER SPEAK TO SOMEONE

FROM INDIA OR INDIANA? People are more comfortable speaking with people from their own nation or WOULD CUSTOMERS RATHER SPEAK TO SOMEONE WOULD CUSTOMERS RATHER SPEAK TO SOMEONE FROM INDIA OR INDIANA? People are more comfortable speaking with people from their own nation or culture. That s a fact of business life around the world. Yet there

More information

for Sample Company November 2012

for Sample Company November 2012 for Sample Company November 2012 Sample Company 1800 222 902 The Employee Passion Survey Passionate employees are focused, engaged and committed to doing their best in everything they do. As a result,

More information

Work Smarter, Not Harder

Work Smarter, Not Harder Work Smarter, Not Harder Contact Center Performance Optimization for Collections and Telemarketing Contact Centers Executive Summary All contact centers face a common and continual challenge how to best

More information

6 SECRETS TO OFFERING EXCEPTIONAL CUSTOMER SERVICE. 2013 salesforce.com, inc. All rights reserved.

6 SECRETS TO OFFERING EXCEPTIONAL CUSTOMER SERVICE. 2013 salesforce.com, inc. All rights reserved. 6 SECRETS TO OFFERING EXCEPTIONAL CUSTOMER SERVICE 2013 salesforce.com, inc. All rights reserved. > Intro INTRODUCTION The vast majority of people are not experiencing great service. Nearly a third of

More information

Company XYZ. Call Center Peer Group Benchmark. Company XYZ

Company XYZ. Call Center Peer Group Benchmark. Company XYZ Company XYZ Call Center Peer Group Benchmark Company XYZ Report Contents Project Overview and Objectives Page 2 Industry Background Page 34 Performance Benchmarking Summary Page 42 Interview Themes and

More information

How to Audit Your. Marketing Strategy. The Purpose of an Audit. How to Conduct an Audit. Audit Topics and Questions. Applying Your Insights

How to Audit Your. Marketing Strategy. The Purpose of an Audit. How to Conduct an Audit. Audit Topics and Questions. Applying Your Insights How to Audit Your Marketing Strategy The Purpose of an Audit How to Conduct an Audit Audit Topics and Questions Applying Your Insights @ @ Boost Your Marketing ROI with a Marketing Audit What s the best

More information

Quality Monitoring and Assurance

Quality Monitoring and Assurance Development and Training Programme: Quality Monitoring and Assurance Contact Details Name: Registered office address: Northpoint Level 11, 100 Miller Street North Sydney NSW 2060 Australia Australian Company

More information

The 6 Profit Points of Every Law Firm

The 6 Profit Points of Every Law Firm LexisNexis Law Firm Practice Management WHITE PAPER SERIES The 6 Profit Points of Every Law Firm Taking control of data to help increase your firm s profitability EXECUTIVE SUMMARY From reduced profits

More information

Outsourcing our Customer Service Department. leaving their customer servicing to the professionals. (Tanner, 2004). Recently, call

Outsourcing our Customer Service Department. leaving their customer servicing to the professionals. (Tanner, 2004). Recently, call Outsourcing our Customer Service Department Outsourcing customer service has been a major practice carried out by many Companies. By hiring the services of customer service departments they are assured

More information

Evolving From Contact Center to Engagement Center

Evolving From Contact Center to Engagement Center Evolving From Contact Center to Engagement Center Steve Kraus Senior Director, Product Marketing PEGASYSTEMS Today s digitally empowered customers are more demanding than ever. They expect a quick, accurate

More information

Ten Steps to CRM Success. A Customer Relationship Management White Paper

Ten Steps to CRM Success. A Customer Relationship Management White Paper A Customer Relationship Management White Paper 10 Steps to CRM Success i Table of Contents Step1: It s all About the Customer... 1 Who Are Your Customers?... 1 Define Customer Attributes... 1 Step 2: Build

More information

Bu si n ess In tel l i gen ce: Leveragi ng D at a to B et ter Man age yo u r B u si n ess D r i ve r s

Bu si n ess In tel l i gen ce: Leveragi ng D at a to B et ter Man age yo u r B u si n ess D r i ve r s Bu si n ess In tel l i gen ce: Leveragi ng D at a to B et ter Man age yo u r B u si n ess D r i ve r s We Work Where You Work A DEFINITION OF BUSINESS INTELLIGENCE Business Intelligence is defined as a

More information

SPDR S&P Software & Services ETF

SPDR S&P Software & Services ETF SPDR S&P Software & Services ETF Summary Prospectus-October 31, 2015 XSW (NYSE Ticker) Before you invest in the SPDR S&P Software & Services ETF (the Fund ), you may want to review the Fund's prospectus

More information

FCR The Driver of All Other Metrics

FCR The Driver of All Other Metrics 1 At SQM, we measure all major voice of the customer (VoC) metrics, such as customer satisfaction (Csat), ease of effort, net promoter score (NPS) and word of mouth index (WoMI). SQM also measures moments

More information

On Order Better Call Centers for Citizens

On Order Better Call Centers for Citizens CUSTOMER SERVICE On Order Better Call Centers for Citizens by Wendi Pomerance Brick As agencies respond to the President s order to streamline customer service, it is critical they rely on people, process,

More information

CRM Buyer s Guide. Volume III: How Can I Get the Most from My Chosen CRM Solution?

CRM Buyer s Guide. Volume III: How Can I Get the Most from My Chosen CRM Solution? CRM Buyer s Guide Volume III: How Can I Get the Most from My Chosen CRM Table of Contents Steps to CRM Success... 1 Step 1: It s all About the Customer... 1 Step 2: Build a Business Case... 2 Step 3: End

More information

Training and Quality Overview

Training and Quality Overview Training and Quality Overview USA 800 is committed to your success, and as a business partner we understand the importance of Making Every Contact Count through an exceptional customer experience, beginning-to-end.

More information

Want to Change the Game with Contact Center Vendors? Select Them Differently. The Accenture Vendor Management Framework

Want to Change the Game with Contact Center Vendors? Select Them Differently. The Accenture Vendor Management Framework Want to Change the Game with Contact Center Vendors? Select Them Differently. The Accenture Vendor Management Framework In today s marketplace, companies in a wide range of industries rely on outsourcing

More information

Customer Service Firm Reaps Over $478,000 in Benefits with an Avaya Contact Center Solution

Customer Service Firm Reaps Over $478,000 in Benefits with an Avaya Contact Center Solution Customer Service Firm Reaps Over $478,000 in Benefits with an Avaya Contact Center Solution Goal: For UpSource to select and deploy a new contact center solution that delivers high reliability, scalability

More information

BUILDING A BETTER PERFORMANCE MANAGEMENT SYSTEM QUARTER

BUILDING A BETTER PERFORMANCE MANAGEMENT SYSTEM QUARTER BUILDING A BETTER PERFORMANCE MANAGEMENT SYSTEM QUARTER 1, 2005 Performance management, an organization s approach to developing, recognizing and rewarding employee performance, is a widely discussed and

More information

Turning Employee Survey Data into Strategic Action. An Overview of the Action Catalyst Model C A T A L Y S T

Turning Employee Survey Data into Strategic Action. An Overview of the Action Catalyst Model C A T A L Y S T Turning Employee Survey Data into Strategic Action An Overview of the Action Catalyst Model C A T A L Y S T SirotaScience Webinar April 19, 2012 Welcome to the SirotaScience Webinar Series SirotaScience

More information

Contact Center QA Guide: Building a World-Class Quality Assurance Program. Sponsored by:

Contact Center QA Guide: Building a World-Class Quality Assurance Program. Sponsored by: : Building a World-Class Quality Assurance Program Sponsored by: About DMG Consulting LLC DMG Consulting LLC is the leading analyst firm in the contact center and analytics markets. We are a strategic

More information

10 Rules for Customer Experience Excellence

10 Rules for Customer Experience Excellence 10 Rules for Customer Experience Excellence Rule1: Have a Deep Understanding of Your Customer before You Design or Implement any Customer Experience Program. This may sound like an obvious rule but one

More information

141 N. Center Street Suite 201 Northville, MI 48167 info@pcs-global.com 888.481.8771

141 N. Center Street Suite 201 Northville, MI 48167 info@pcs-global.com 888.481.8771 Founded in 1977 as a counseling, coaching and consulting firm, PCS-Global has been serving and leading its customers into increased sales & customer retention; greater employee satisfaction and process

More information

Buy versus Build Considerations for Clients Purchasing CLO Dashboard

Buy versus Build Considerations for Clients Purchasing CLO Dashboard Buy versus Build Considerations for Clients Purchasing CLO Dashboard Prepared by Zeroed-In Technologies for use by clients evaluating CLO Dashboard against their internal development of similar executive

More information

10 TIPS TO A MORE EFFECTIVE PERFORMANCE/BEHAVIOR REVIEW PROCESS

10 TIPS TO A MORE EFFECTIVE PERFORMANCE/BEHAVIOR REVIEW PROCESS (Exhibit #5) 10 TIPS TO A MORE EFFECTIVE PERFORMANCE/BEHAVIOR REVIEW PROCESS 1. Offer One Week's Notice Give the employee at least one week's notice so he/she can prepare their thoughts, ideas, and goals.

More information