How To Measure Call Centre Customer Satisfaction
|
|
- Derek Rice
- 3 years ago
- Views:
Transcription
1 Building Client Satisfaction Through Your What is our about? It s about comparing service quality performance from the voice of the client/employee point of view and key operational measures Clients must be the primary source for judging service quality! SQM Group Copyrighted - No Reproduction 1 SQM Group Copyrighted - No Reproduction 2 Participation Industries Types Telecommunications Energy Transportation Retail Banks Insurance Manufacturing Government Call Types Inquiries Orders Sales Complaints Helpdesk Dispatching Credit Access Types Telephone Fax Website Chat Lines SQM Group Copyrighted - No Reproduction 3 SQM Group Copyrighted - No Reproduction 4 1
2 SQM Group Copyrighted - No Reproduction 5 Program Satisfaction ratings for key customer and employee attributes cost of delivering call centre customer satisfaction Importance ranking for key customer and employee attributes customer and employee satisfaction and operational performance Targeting opportunities for key customer and employee attributes improvement practices for achieving high customer and employee satisfaction SQM Group Copyrighted - No Reproduction 6 Measuring SQM Group Copyrighted - No Reproduction 7 SQM Group Copyrighted - No Reproduction 8 2
3 Random sample or all the employees working at the call centre are interviewed Interviews are conducted at the call centre or by telephone Specific employee ratings and feedback does not get shared The call centre employee satisfaction interview is approximately minutes The call centre employee satisfaction interview is a one-on-one focus group approach consisting of 29 questions The call centre customer satisfaction telephone survey is approximately 7 8 minutes Call centre customer satisfaction telephone survey is a one-on-one focus group approach consisting of questions Tl Telephone surveys are conducted d within 1 to 5 days of a recent call centre transaction Call centre survey sample size is 400 customers Actual customer surveys are based on call type mix percentages SQM Group Copyrighted - No Reproduction 9 SQM Group Copyrighted - No Reproduction 10 managers complete a service quality operational questionnaire Questionnaire is based on 4 leverage areas that are needed to achieve service excellence (i.e. strategy, labour, measurement and technology) Questionnaire takes approximately 2-3 hours to complete and there is a total of 41 question areas Call centre operational questionnaire captures over 100 operational metrics areas (i.e. service levels, abandon rates, labour cost, calls handled, training days, etc) SQM Group Copyrighted - No Reproduction 11 SQM Group Copyrighted - No Reproduction 12 3
4 Current Current CSR Handles all Calls s are an Expense Script Focused Talk Time One Call does it all Technology used for Efficiency Internally Focused Limited E-Commerce Generalist Cost Centre - Contact Centre - CSR Handles Value Added Calls - s are an Investment - Focused - Call Quality - One Contact does it all - Technology used for Service - Externally Focused - Managed E-Commerce - Specialist - Profit Centre Treated the Same Limited Data Base Limited/No Career Options Complaint Handling Internal Service Limited or No Standards Company Driven Policies Limited Control on Bonuses Company Needs IVR/Voice Menu Call Compliance Mix of Part/Full Time s Limited Recognition - Segmentation - Comprehensive Data Base - Formal Career Planning - Complaint Handling/Managing - Internal & External Service - Service Standards - Driven Policies - Aligned to Satisfaction - Driven IVR/Voice menu - Development - Most s are Full Time - Informal/Formal Recognition SQM Group Copyrighted - No Reproduction 13 SQM Group Copyrighted - No Reproduction 14 s s Financial SQM Group Copyrighted - No Reproduction 15 SQM Group Copyrighted - No Reproduction 16 4
5 Key Metric Alignment s s Financial s s Financial Ease of Contact CSR Calls Handled Per Hour Telephone Service Factor Abandon Rate - Satisfaction - Contribution -Ease of Contact - Satisfaction - Commitment -Training -Telephone Service Factor -Speed of Answer -Abandon Rate - -Daily Sales Per CSR -Cost Per Sale Voice Menu Voice Menu Telephone Service Factor Transfers -Voice Menu -Career Opportunities -% of Calls resolved in IVR -CSR Salary -Automated Voice Menu -Rep. Courtesy -Rep. Clarity -Rewards Recognition -Monitoring & - Morale -Busy Signal -Talk Time -Wrap-up Time -CSR Bonus -Span of Control - Turnover % IVR Transaction IVR Transfers Calls Resolved in IVR -Rep. Knowledge -Rep. Helpfulness -Call Resolution -Complaint Resolution -Management -Communication -Scheduling -Standards -Calls Handled Per CSR -Call Monitoring -Adherence -Scheduling -Cost of a new CSR Care Training Call Monitoring -Compensation -Software -Work Stations Call Resolution Training 1st Call Resolution Lagging Leading SQM Group Copyrighted - No Reproduction 17 SQM Group Copyrighted - No Reproduction 18 Metric Alignment Survey Stats Metric Alignment Survey Call SQM Group Copyrighted - No Reproduction 19 Key Operational Performance Government Total s Calls Handled by CSR #70 #78 Service Levels 71% 71% Speed of Answer 41 sec. 39 sec. Talk Time 195 sec. 201 sec. Wrap-up Time 81 sec. 88 sec. Abandon Rate 5% 5% First Call Resolution 83% 86% Annual Number of Calls #1,234,700 #1,708,379 CSR Salary $33,400 $33,865 New Hire Training Days #20 #19 Existing Hire Training Days #5 #7 CSR Turn Over 21% 17% CSR Length of Service #36 #37 Span of Control #15 #18 CSR Training Cost $5,112 $5,359 SQM Group Copyrighted - No Reproduction 20 5
Let Your Call Center Customer Service Representatives be a Judge!
Let Your Call Center Customer Service Representatives be a Judge! Written and Researched By Mike Desmarais, President of SQM Group Page 1 INTRODUCTION One of the best places to start improving both customer
More informationOne Contact Resolution The Metric that Matters the Most for Improving Multi-Channel Customer Experience
One Contact Resolution The Metric that Matters the Most for Improving Multi-Channel Customer Experience Written By Mike Desmarais, CEO & Founder, SQM Group Copyright Notice Service Quality Measurement
More informationRIGHTNOW MULTI-CHANNEL CONTACT CENTER BENCHMARK REPORT
RIGHTNOW MULTI-CHANNEL CONTACT CENTER BENCHMARK REPORT Improving the Customer Experience While Reducing Operating Costs 1 2009 RightNow Technologies. All rights reserved. RightNow and RightNow logo are
More informationFCR 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 informationCall Center Operations Guide OUTLINE. Sales: (925) 485-4949
OUTLINE Sales: (925) 485-4949 http://www.mmcad.com MMC AD Systems PO Box 12281 Pleasanton, California 94588 1997 MMC AD Systems, Pleasanton, California. All Rights Reserved. 1.0 Mission Statement 2.0 Goals
More informationContact 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 informationState Network Consumer Assistance Small Group Consultation Call Center
State Network Consumer Assistance Small Group Consultation Call Center Support for this presentation was provided through a grant from the Robert Wood Johnson Foundation s State Health Reform Assistance
More informationHow to Catapult your Contact Center through the Next Wave of Customer Expectations. Steve McKinney Customer Experience Designer COMPLEX SYSTEMS ONE
How to Catapult your Contact Center through the Next Wave of Customer Expectations. Steve McKinney Customer Experience Designer COMPLEX SYSTEMS ONE The New World of Customer Service The New World of Customer
More informationCall Center Glossary. Call Center Resources
Call Center Resources Call Center Glossary after-call work (ACW) The work that an agent completes after a call ends. It can include entering activity codes, completing forms or sending an outbound communication.
More informationManaging the Paradox Call Center Effectiveness Workshop
Managing the Paradox Call Center Effectiveness Workshop Introduction: Managing the call centre environment requires managers to continuously improve customer service, while at the same time endeavouring
More informationHR Trends & Priorities for 2012. McLean & Company 1
HR Trends & Priorities for 2012 McLean & Company 1 Executive Summary McLean & Company fielded its 2012 HR Priorities Survey with both HR and business respondents. Of the seven main areas in HR, Leadership
More informationHuman Resources Management Program Standard
Human Resources Management Program Standard The approved program standard for Human Resources Management program of instruction leading to an Ontario College Graduate Certificate delivered by Ontario Colleges
More informationTalent as a Top Priority and Challenge
Talent as a Top Priority and Challenge Talent is viewed as source of competitive advantage and driver of performance, but it remains a challenge for today s organizations. Mercer s 2013 Talent Barometer,
More informationTransforming the Way to Market, Sell and Service
Customer Relationship Management (CRM) Transforming the Way to Market, Sell and Service Agenda I. CRM definition and overview II. Getting started with CRM Initiatives 2 1 What is CRM? Customer Relationship
More informationHow To Measure An Rsp
Rule 003 (Formerly EUB Directive 003) Regulated Service Provider (RSP) Service Standard and Reliability Performance, Monitoring, and Reporting Rules The Alberta Utilities Commission (AUC/Commission) has
More informationRewarding and Incenting Customer Service Representatives
Rewarding and Incenting Customer Service Representatives A guide to help you keep your customer service teams happy and providing consistently high quality service By Craig Bailey President Customer Centricity,
More informationSQM - Coeur d Alene Idaho Inbound Call and Quality Assurance Outsourcing Service July 30, 2013. Page-2
SQM is uniquely qualified and experienced to provide World Class contact center inbound call and quality assurance outsourcing service to organizations for the following main reasons: State-of-the-art
More informationCall Center Strategies 2013
Brochure More information from http://www.researchandmarkets.com/reports/2706990/ Call Center Strategies 2013 Description: The research conducted during 2013 sought to better understand how companies are
More informationOur Success Rates Have Changed, Please Listen Carefully
Our Success Rates Have Changed, Please Listen Carefully Leveraging IVR, Speech Recognition, and Artificial Intelligence to Optimize the Call Center IVR systems were originally intended to effectively solve
More informationVisual IVR A Win-Win Solution for the Company and the Customer
Visual IVR A Win-Win Solution for the Company and the Customer Customer Service. Simplified. Visual IVR A Win-Win Solution for the Company and the Customer The current IVR frustration You have invested
More informationWorkforce 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 informationSUSTAINING COMPETITIVE DIFFERENTIATION
SUSTAINING COMPETITIVE DIFFERENTIATION Maintaining a competitive edge in customer experience requires proactive vigilance and the ability to take quick, effective, and unified action E M C P e r s pec
More informationJOB PROFILE CONTACT CENTRE MANAGER
JOB PROFILE CONTACT CENTRE MANAGER OVERVIEW It s about you Are you able to juggle competing priorities while ensuring that clients are served well and the organization is represented in the best possible
More information2014 STAR Best Practices
2014 STAR Best Practices 1 2014 STAR Best Practices General Servicing Best Practices... 3 Investor Reporting and Accounting... 3 Optimize personnel... 3 Quality and management oversight is key... 3 Reporting,
More informationEnhancing Business Performance Through Innovative Technology Solutions
Enhancing Business Performance Through Innovative Technology Solutions Contact Center = Customer Experience FIELD SERVICE Customer Service BACK OFFICE CONTACT CENTER BRANCH OFFICE Help Desk HR Finance
More informationCENTER. Prepared by Audit & Review Division
OPERATIONAL REVIEW OF THE RTA s TRAVEL INFORMATION CENTER Prepared by Audit & Review Division November 6, 2009 OPERATIONAL REVIEW OF THE RTA s TRAVEL INFORMATION CENTER Table of Contents Page Executive
More informationWhite Paper How-to-Guide: Empowering Agents to Excellence in Every Day Moments
White Paper How-to-Guide: Empowering Agents to Excellence in Every Day Moments A Continuous Improvement Process for Sustainable Customer Satisfaction February 2014 EXCELLENCE IN CUSTOMER EXPERIENCE EVERY
More informationempowering hr and engaging employees with affordable, easy-to-use self-service technologies
Making the Case for an Automated HR Help Desk ENGINEERED FOR PRECISION empowering hr and engaging employees with affordable, easy-to-use self-service technologies LBiSoftware.com Overview Can an automated
More informationThe Guestware Solution
The Guestware Solution Many hotels operate using manual processes for service delivery and asset management which leads to inefficiencies and inconsistent service quality. Guestware provides the technology
More informationEffectively Using Your Data for Customer Retention
Effectively Using Your Data for Customer Retention Your Goal May Be First Call Resolution, But Having a Second Call Treatment Plan is Essential Written By: Bob Brittan B2 Consulting Contents First Call
More informationPerformance Measurement, Rewards and Recognition: Aligning Incentives with Strategic and Operational Goals
Performance Measurement, Rewards and Recognition: Aligning Incentives with Strategic and Operational Goals Copyright Best Practices, LLC (919) 403-0251 1 ABOUT BEST PRACTICES, LLC Best Practices, LLC is
More informationAustin Contact Center Alliance. Making Text Work For Your Company
Austin Contact Center Alliance Making Text Work For Your Company Mobile strategy, creative and execution services Broader CRM perspective About Us Enterprise class text messaging platform &.mobi website
More informationCentral Florida Expressway Authority
Central Florida Expressway Authority Back Office Customer Call Center Review May 2015 risks and controls in ways that this report did not and cannot anticipate. Table of Contents Section Page(s) Executive
More informationHR Manager Job Description
HR Manager Job Description SUMMARY The Human Resources Manager manages Human Resources services, policies, and programs for the entire company. The major areas directed are: recruiting and staffing; organizational
More informationNZQA registered unit standard 16775 version 7 Page 1 of 5. Explain and use contact centre equipment and systems
Page 1 of 5 Title Explain and use contact centre equipment and systems Level 3 Credits 5 Purpose This unit standard is for customer service representatives (CSR) who need to understand and use the equipment
More informationOccidental Petroleum Corporation Texas A&M University SHRM. Brittany Billon April 23, 2013
Occidental Petroleum Corporation Texas A&M University SHRM Brittany Billon April 23, 2013 Introductions Brittany Billon Texas A&M University Human Resource Development BHP Billiton - Training & Development,
More informationCustomer Contact Center Benchmarking Results Executive Summary
Customer Contact Center Benchmarking Results Executive Summary XYC Company SAP Value Engineering Agenda. Executive Summary. Company Baseline, Metrics and Performance Drivers. Best Practices 4. Participant
More informationElectric Distribution System Owner (Wire Owner) Service Quality and Reliability Performance, Monitoring, and Reporting Rules
Rule 002 (Formerly EUB Directive 002) Electric Distribution System Owner (Wire Owner) Service Quality and Reliability Performance, Monitoring, and Reporting Rules The Alberta Utilities Commission (AUC/Commission)
More informationChapter 2 Theoretical Framework JOB SATISFACTION OF EMPLOYEES
Chapter 2 Theoretical Framework JOB SATISFACTION OF EMPLOYEES What is employee satisfaction? Employee satisfaction is the individual employee s general attitude towards the job. It is also an employee
More informationJob Title: EPIC Consulting Practice Director. Organization Name: Innovative Healthcare Solutions, Inc. About the organization:
Job Title: EPIC Consulting Practice Director Organization Name: Innovative Healthcare Solutions, Inc. About the organization: Innovative Healthcare Solutions, Inc. (IHS) was founded in 2000 as a healthcare
More information311 2014 Budget Hearing
311 2014 Budget Hearing Department found on pages E38 - E42 in budget book Presentation to Ways and Means/Budget Committee August 29, 2013 1 311 Minneapolis 311-2014 7am 7pm $3,215,000 Weekend hours $
More informationExplore the Possibilities
Explore the Possibilities 2013 HR Service Delivery Forum What Makes Customer Service Great: A Behind-the-Scenes Call Center Tour 2013 Towers Watson. All rights reserved. Your hosts Jeff Robbins National
More informationInvesting in the Help Desk
W H I T E P A P E R Investing in the Help Desk By Karen Schoemehl Selling the Help Desk as a Strategic Investment The Help Desk of the new millennium is one that will play an integral role in any business
More informationHR Service Survey 2010. UBCC and Executive Presentation SEPTEMBER 2010
HR Service Survey 2010 UBCC and Executive Presentation SEPTEMBER 2010 Why? HR conducted its last service survey in 2005. The findings resulted in various improvements. It was time to revisit satisfaction
More informationMinnesota Health Insurance Exchange Blueprint Application Documentation
CONTACT CENTER November 2012 Background Minnesota s approach to the design, development, and eventual operation of the contact center and overall HIX customer service functionality is based on a Lean Six
More informationdeeper Transformation in the contact center environment
IBM Business Consulting Services Transformation in the contact center environment Balancing cost, the customer experience and revenue enhancement to truly differentiate the contact center. deeper Executive
More information2014 GLOBAL CUSTOMER SERVICE BAROMETER FINDINGS IN THE UNITED STATES
2014 GLOBAL CUSTOMER SERVICE BAROMETER FINDINGS IN THE UNITED STATES Research Methods This research was completed online among a random sample of consumers aged 18+. A total of 1,000 interviews were completed.
More informationBest Practices in Revenue Cycle Services
Best Practices in Revenue Cycle Services Client Case Study Presented by: Energy. Knowledge. Results. Overview In the drive to increase customer satisfaction and retention, while reducing operating costs,
More informationCall Center Metrics: Glossary of Terms
Call Center Metrics: Glossary of Terms A. abandoned call. A call or other type of contact that has been offered into a communications network or telephone system but is terminated by the person originating
More information5. Case Studies: Implementation of Performance Improvement Strategies
5. Case Studies: Implementation of Performance Improvement Strategies Case Study #1: Best Practices for Call Center Operations, Consumer- Focused Staff, and Sharing Effective Solutions The Case of Blue
More information9Lenses: Human Resources Suite
9Lenses: Human Resources Suite 9Lenses Software for HR Leaders 9Lenses Software for HR Leaders Software Overview: People are an organization s most valuable asset. With 9Lenses Software for HR Leaders,
More informationWHITE PAPER. Jacada White Paper: First Things First - Unify the Service Desktop Before Implementing a Universal Agent Program
Jacada White Paper: First Things First - Unify the Service Desktop Before Implementing a Universal Agent Program Unify the Service Desktop Before Implementing a Universal Agent Program If your company
More informationAttachment 2 Performance Metrics
Attachment 2 Performance Metrics The following metrics are the metrics that the Contractor is required to meet to satisfy the Contract. In addition, the Contractor will be required to provide regular reports
More informationDelivering advanced self service and ease of use
Alcatel-Lucent OmniTouch 4625 contact Center Interactive voice Response Delivering advanced self service and ease of use Evolve customer service for business success Like many other enterprises in your
More informationPart. Chapter 7 Defining Competitiveness Chapter 8 Designing Pay Levels, Mix, and Pay Structures. External Competitiveness: Determining the Pay Level
Part II External Competitiveness: Determining the Pay Level 7-1 Chapter 7 Defining Competitiveness Chapter 8 Designing Pay Levels, Mix, and Pay Structures 7-2 STRATEGIC POLICIES TECHNIQUES STRATEGIC OBJECTIVES
More informationMeasuring 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 informationTechnology Futures Stay just a little bit longer. Prepared by Paul Scott, Dimension Data UK
Technology Futures Stay just a little bit longer Prepared by Paul Scott, Dimension Data UK 70% of the cost of running contact centres is related to the people who work there - the agents or customer services
More informationQuestionnaire Comparison. 2012 vs. 2013
Questionnaire Comparison 2012 vs. 2013 As an effective way to monitor success and customer satisfaction the Department issues an annual questionnaire. Results from the 2013 questionnaire were compared
More informationThe US Contact Center Decision-Makers Guide 2014
The US Contact Center Decision-Makers Guide 2014 EXECUTIVE SUMMARY produced for the membership of ABOUT THE REPORT The "US Contact Center Decision-Makers' Guide (2014-7 th edition)" is the major annual
More information1. Overall, how satisfied are you working for The Company? Extremely Dissatisfied. Very Dissatisfied. Somewhat Dissatisfied.
Gathering information on employee satisfaction, this survey focuses on how employees feel about their job description, position within the company, relationships with colleagues and superiors, advancement
More informationIP CONTACT CENTERS: INTRO TO IPCC TECHNOLOGIES, CONCEPTS, AND TERMINOLOGY
IP CONTACT CENTERS: INTRO TO IPCC TECHNOLOGIES, CONCEPTS, AND TERMINOLOGY SESSION 1 Agenda What Is a Contact Center? Contact Center Concepts and Terminology Call Handling Strategy The Future of Contact
More informationCRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty
CRM Best Practice Webinar Next generation CRM for enhanced customer journeys: from leads to loyalty Featured guest speaker Leslie Ament SVP Research and Principal Analyst at Hypatia Research Group and
More informationWelcome! Thank you for your interest in the 2010 ICMI Global Call Center of the Year Award, and best of luck!
Welcome! Welcome! This is the application for the 2010 ICMI Global Call Center of the Year Award. This coveted award will be presented to the one large call center AND the one small-medium call center
More informationHow To Manage A Talent Acquisition Process
2015 Baker s Dozen Customer Satisfaction Ratings: Talent Management Technology We rank the top providers of talent management platforms based on customer satisfaction surveys. By The Editors Talent management
More informationCustomer & Enterprise facing Integrated BPO Services for a US-Based Retail Chain
Customer & Enterprise facing Integrated BPO Services for a US-Based Retail Chain Client Profile The Client is a US-based leading pet specialty retailer providing a comprehensive range of pet-care products,
More informationBE 2015 A BUSINESS EXCELLENCE INITIATIVE EXCELLENCE IN CUSTOMER MANAGEMENT SELF ASSESSMENT QUESTIONNAIRE
BE 2015 A BUSINESS EXCELLENCE INITIATIVE 2015 CUSTOMER MANAGEMENT SELF ASSESSMENT QUESTIONNAIRE BE 2015 Self Assessment Guidelines l l l l l l The Criterion contains questions on the Processes and Results.
More informationEffective Call Center Management: Evidence from Financial Services
Financial Institutions Center Effective Call Center Management: Evidence from Financial Services by Ann Evenson Patrick T. Harker Frances X. Frei 98-25-B THE WHARTON FINANCIAL INSTITUTIONS CENTER The Wharton
More informationCreating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved.
Creating Great Service Experiences How Modern Customer Service Works Copyright 2014 Oracle Corporation. All Rights Reserved. Delivering Modern Customer Service The world of business is changing fast. Technology
More informationHuman Resources Best Practices Audit and Needs Assessment Tool
Human Resources Best Practices Audit and Needs Assessment Tool The Employers Choice Inc. 2 County Court Blvd., Suite 430 Brampton, ON L6W 3W8 Tel: 905-874-1035 Fax: 905-874-0280 Web: www.theemployerschoice.com
More information2015-2017 Strategic Plan (VERSION #1 PROPOSED PLAN) 1. Key Corporate Metrics #3 (change indicated in yellow) a. Changed on to or.
2015-2017 Strategic Plan (VERSION #1 PROPOSED PLAN) Revisions Made: 1. Key Corporate Metrics #3 (change indicated in yellow) a. Changed on to or. 2. Goal #2, item #2.A. (change indicated in yellow) a.
More informationINTEGRATE CHANGE INTO YOUR WORKFORCE STRATEGIC TALENT MANAGEMENT SOFTWARE SOLUTIONS
INTEGRATE CHANGE INTO YOUR WORKFORCE STRATEGIC TALENT MANAGEMENT SOFTWARE SOLUTIONS WHY TEDS? Fully Integrated TEDS Talent Management Solutions are fully integrated, allowing information to be shared among
More informationCSR REPORT 2016 Corporate Social Responsibility Report
CSR REPORT 2016 Corporate Social Responsibility Report 01 02 03 07 13 14 15 17 Business 19 20 21 22 Support and Contribution 23 Management System 27 31 with Employee 02 Business 03 1 2 04 18 1 3 4 2 6
More informationTable of Contents. Introduction... 3 Post-Call Analytics vs. Real-Time Monitoring... 3. How Real-Time Monitoring Works... 4
Table of Contents Introduction... 3 Post-Call Analytics vs. Real-Time Monitoring... 3 How Real-Time Monitoring Works... 4 Putting Real-Time Monitoring Into Action... 5 The Impact of Real-Time Monitoring...
More informationCall Center 101 Success Secrets. Copyright by Timothy Phelps
Call Center 101 Success Secrets Copyright by Timothy Phelps Notice of rights All rights reserved. No part of this book may be reproduced or transmitted in any form by any means, electronic, mechanical,
More informationCUSTOMER EXPERIENCE PLAN Executive Summary
At the core of the 2012 strategy are five strategic focus areas that prescribe a suite of people, process and technology oriented solutions. These areas are: Operations To ensure satisfied customers through
More informationAppendix 10: Improving the customer experience
Appendix 10: Improving the customer experience Scottish Water is committed to delivering leading customer service to all of our customers. This means we deliver the following activities: We will ensure
More informationGraduating CRM Beyond Pipeline Management CRM
Graduating CRM Beyond Pipeline CRM Graduating CRM Beyond Pipeline Graduating CRM Beyond Pipeline So you ve got your CRM deployment running smoothly. Congrats to you! If you re like most of our customers,
More informationCustomer Service Best Practices Survey Results
Customer Service Best Practices Survey Results Executive Summary During difficult economic times, most organizations shift their focus from acquiring new customers to retaining and growing existing customer
More informationCRUSHING DEMAND PRESENTS OPPORTUNITY TO REWIRE MEMBER EXPERIENCE
Strategic IT and Operations POINT OF VIEW CRUSHING DEMAND PRESENTS OPPORTUNITY TO REWIRE MEMBER EXPERIENCE HOW ARE PAYERS GOING TO MANAGE THE 10x WAVE OF CUSTOMER RESPONSE COMING THEIR WAY? AUTHORS Narayan
More informationOPEN STANDARDS BENCHMARKING MEASURE LIST
ABOUT APQC's The APQC Open Standards Benchmarking measure list concisely lists all of the measures currently available through APQC's benchmarking portal for its members. These measures are organized by
More informationImproving The Agent Experience Moves The Needle On Customer Satisfaction
A Custom Technology Adoption Profile Commissioned by Amdocs Improving The Agent Experience Moves The Needle On Customer Satisfaction Introduction Today, the gap between customers expectations and the service
More informationINTRODUCTION Framework for Change Comparison of Common Compensation Arrangements Compensation as a Tool to Drive Change
CPAs & ADVISORS experience clarity // PHYSICIAN COMPENSATION PLAN DESIGN STRATEGY Presented by: Randy Biernat, CPA/ABV INTRODUCTION Framework for Change Comparison of Common Compensation Arrangements Compensation
More information2006 Speech Analytics Market Report
Real-Time Coaching Builds World- Class Contact Centers 2006 Speech Analytics Market Report Contact Center Manager s KPI Survival Contact Guide Center Manager s KPI Survival Guide Donna Fluss, Principal
More informationContact Center and Self service
Contact Center and Self service 2015 Benchmarking Insights Conference Park City, UT This material has been optimized for the Insights Conference audience. To get the most of this material and hear a recording
More informationHUMAN RESOURCE MANAGEMENT EVENT PARTICIPANT INSTRUCTIONS
CAREER CLUSTER Business Management and Administration CAREER PATHWAY Human Resource Management INSTRUCTIONAL AREA Operations HUMAN RESOURCE MANAGEMENT EVENT PARTICIPANT INSTRUCTIONS PROCEDURES 1. The event
More informationOnline Accounting Software RETENTION AND REWARD GUIDE
Online Accounting Software RETENTION AND REWARD GUIDE A guide to retention and reward If you ve recruited and built a team, it s important you keep your employees happy. This will save you money in the
More informationB408 Human Resource Management MTCU code - 70223 Program Learning Outcomes
B408 Human Resource Management MTCU code - 70223 Program Learning Outcomes Synopsis of the Vocational Learning Outcomes* The graduate has reliably demonstrated the ability to 1. contribute to the development,
More informationImproving Field Services 2008
Improving Field Services 2008 Automation is Making Inroads Field Service plays an essential role in linking customers to a utility. Most Field Service organizations are responsible for connecting and disconnecting
More informationNational Trends Analysis
National Trends Analysis March 2012, Survey Finding 1 Introduction and Methodology Contact Centre Canada is pleased to present our first 2012 quarter Trends Survey report. With the completion of every
More informationManaging Risks in an Increasingly Automated Customer Contact Center
Managing Risks in an Increasingly Automated Customer Contact Center By Thomas Phelps IV, Michael Thomas and Leonard Kiing Managing Risks in an Increasingly Automated Customer Contact Center EXECUTIVE
More informationImprove 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 informationSales Force Turnover: The Crippling Expense Your CFO Doesn t Understand
Sales Force Turnover: The Crippling Expense Your CFO Doesn t Understand Scott Sands Aon Consulting Trends in Sales turnover have been exactly what you would expect 20.00% 18.00% 16.00% 14.00% 12.00% 10.00%
More informationImproving 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 informationCablecom Delivers Unique Customer Experience Through Its Innovative Use of Business Analytics
BUYER CASE STUDY Cablecom Delivers Unique Customer Experience Through Its Innovative Use of Business Analytics Dan Vesset Brian McDonough IDC OPINION Global Headquarters: 5 Speen Street Framingham, MA
More informationStrategies to Address Call Center Challenges
Strategies to Address Call Center Challenges By: Sanjay Jain, Practice Manager FIS Virtual Back-Office Services 800.822.6758 Leading Call Center Challenges The number one issue contact (call) center executives
More informationA New Look at the Call Center Top Twenty
A New Look at the Call Center Top Twenty The evolution of a simple call center into a multi-channel contact center doesn t just happen overnight. You many need to add or upgrade technologies, and certainly
More informationCertified Human Resources Manager VS-1002
Certified Human Resources Manager VS-1002 Certified Human Resources Manager Certification Code VS-1002 Vskills certification in Human Resources assesses the candidate on company s Human Resources needs.
More informationTSYS Managed Services. Improve customer service, reduce costs and strengthen customer relationships through. Leverage best-in-class customer service
Solutions Overview Contact Center and Servicing Solutions Cost-effective, customized strategies Leverage best-in-class customer service Global, multi-lingual service models Improve customer service, reduce
More informationPart One. Determining and Aligning the CRM Vision: Overview
Part One Determining and Aligning the CRM Vision: Overview O V E R V I E W The CRM vision is the starting point in the achievement of performance driven CRM. It directs us to the desired end state and
More informationUnderstanding the links between employer branding and total reward
8 September 2010 Understanding the links between employer branding and total reward An overview of our research findings and the implications for reward Limited is authorised and regulated by the Financial
More information