How To Improve Productivity With Acselleration Series

Transcription

1 AcSELLeration Series allows you to meet and surpass call center performance and revenue goals by increasing employee productivity. Incorporating e-learning, supervisory support tools, and management administration and reporting, this series is the only solution designed specifically for broadband call centers that is proven to accelerate productivity over time. With AcSELLeration Series, you can address critical performance issues related to: o Sales goals o Customer retention o Employee turnover o Product rollouts o Ongoing training

2 The Problem: Building and Sustaining Peak Performance Whether you are rolling out new products or training new-hires, the key to reaching and surpassing call center performance goals is maximizing productivity. Unfortunately, time spent continually hiring and training employees drains call center productivity. This is magnified when employees take unnecessary training - extending time away from phones. New and complex broadband products and increasing competition tends to push training times out even further - again sapping productivity. We refer to this repetitive cycle as the Hire and Train Failure Chain. Call centers that don t break this Chain by finding real, proven productivity solutions, will continually struggle to meet their revenue goals. When the call center isn t able to effectively address the core elements of productivity, revenue and time, the typical employee productivity model looks like this: o Training phase: Employee begins and stays at zero in terms of revenue during the training period. Agents often receive the same training, regardless of need, thus extending the training phase. A significant percentage of employees never get beyond this stage, causing a drain on capital and human resources. o Growth phase: At some point, the employee begins to produce revenue incrementally; however, the time it takes to produce revenue is dependent upon the quality of the training received. Supervisors, often continuing to support the Hire and Train Failure Chain, rarely are able to manage agent performance and productivity. As a result, sales opportunities often go unrecognized by the agent, and revenue is lost. o Peak performance phase: As employees learn, they begin to produce more revenue, but performance eventually levels out or returns to zero (turnover). Poor performance during the growth phase is magnified here, and true peak performance is never realized.

3 The Solution: Using AcSELLeration Series to Improve Productivity AcSELLeration Series breaks the Hire and Train Failure Chain by addressing the same core elements of productivity, revenue, and time in three critical areas: It shortens time for training, allows each employee to capture revenue that is unrealized in the typical productivity model, and sustains performance at a higher level for a longer time. Contrast the AcSELLeration Series productivity model with the typical model: o Training phase: The series is designed to help significantly shorten the training phase, so the employee begins to produce revenue earlier. Poor performance can be isolated and minimized. o Growth phase: Management and supervisors spend less time training and more time managing employee performance and productivity. Ongoing reinforcement of learning leads to higher performance levels, recognition of more sales opportunities, and increased revenue. o Peak performance phase: Performance is markedly higher than the typical productivity model. In turn, the successful employee is better motivated and less prone to turnover, which extends the peak performance phase All rights reserved. Productivity models and Hire Train Failure Chain are property of Maher & Maher.

4 How It Works: AcSELLeration Series Provides Support at All Levels For the Agent: A full suite of e-learning content Retaining Customers? Cable vs. DBS? New product launch? No problem! AcSELLeration Series provides an unparalleled depth and breadth of broadband-specific e-learning to support the three critical areas of broadband sales: o Fundamental Selling Skills o Selling Against Competitors o Selling Broadband Services For the Supervisor: Support tools to manage and sustain employee performance AcSELLeration Series is also equipped with the InteGREATion Toolkit, which makes it easy for supervisors to manage and sustain agent performance. Each tool in the kit reinforces learning from specific modules in AcSELLeration Series and outlines how and when to reinforce skills. The toolkit also provides a thorough roadmap that supervisors follow stepby-step to help agents reach peak performance levels. The InteGREATion Toolkit includes: o Coaching Reference Guide The guide helps supervisors identify agent behaviors that are counter-productive in areas such as interviewing, product descriptions, closing the sale, and more. As prompted by the guide, supervisors direct agents back to specific content in AcSELLeration Series that addresses the undesired behaviors. o Skill-Specific Role Play Scenarios Putting learning into action is what the InteGREATion Toolkit is all about. More than a dozen role play scenarios allow the supervisor to work with an agent on specific skills retention and transfer. By practicing the skills with the agent, the supervisor has a clear understanding of the learning that has occurred. Modules Include: o Setting Goals o Establishing Rapport o Consultative vs. Presentational Selling o Interviewing o Unique Selling Points o Creating Brief Product Descriptions o Features, Advantages & Benefits o Overcoming Objections o Closing the Sale o Outbound Sales o Up-selling & Cross-selling o Retention o Just-in-time access The series also saves the agent from unnecessary training by employing just-in-time access. Building on the exceptional foundation of the Fundamental Selling Skills content, you choose the titles that make sense for each of your employees, based on the services they sell and the competition they face. As a result, each individual gets only the training they need when they need it, significantly shortening the training phase. o Intelligent design AcSELLeration Series is specifically designed for the broadband call center environment. Numerous features fit real-world schedules, allow for immediate application of learning, and are very user-friendly: o minute learning experiences are topic-specific o Agent accesses content at the desktop o 24/7 availability of progress, grading, & completion information o Certificates of completion are available for each course mastered o Full access to content for life of license o Job-aides support the learning during customer interaction o Coaching Tips Not every supervisor has the same level of coaching skill and experience. Supervisors using these coaching tips will be better prepared to help agents improve through the one-on-one sessions outlined in the Coaching Reference Guide. o Monitoring and Coaching Checklists These forms allow supervisors a simple and consistent way to track and measure learning by each employee. Upon completing a checklist, the supervisor will have a holistic view of an individual s sales, retention, and troubleshooting skills. o Team Review Meeting Planner Those who lead customer contact teams can use the planner to help them get the most out of team meetings. The planner includes 24 individual sessions of no more than 15 minutes each that focus on refreshing and reviewing specific skills in AcSELLeration Series during team meetings.

5 of the Call Center For Management: A structured program to meet your business needs In addition to comprehensive e-learning for your agents and support tools for your supervisors, AcSELLeration Series is an excellent management solution. With this series, you get a tool that is easy to implement and manage, focuses your staff on improving performance, and is flexible to meet your changing business needs. Easy to implement and manage - Good solutions should make your job easier, not more complicated. With that in mind, AcSELLeration Series is simple to access, administer, and use. You ll find: o The InteGREATion toolkit provides management with a complete roadmap and support system for implementation and ongoing use of AcSELLeration Series. o Progress reporting for the administrator showing seat use, grading, and completion data is available 24/7, so you can manage all work shifts. o Participants can self-register and open learning sessions either on their own or at the supervisors direction. Focus your staff on improving performance Knowing what your staff is capable of, and focusing employees on the right things, is easier using AcSELLeration Series. Once you begin, you ll find: o Employees can be pre-assessed to identify strengths and weaknesses and then provided with just in time learning only in the areas needed. o Support tools, job aides, and skills monitoring teach and reinforce both agent and supervisory skills, ensuring sustained peak performance. o Your Learning and Development staff can focus on other critical needs. o Learning is presented consistently so that your entire staff sales, retention, billing, and service understands how to recognize and capitalize on revenue opportunities o Learning takes place at the desktop, minimizing time away from the customers. Flexibility to meet changing business needs As your business needs change, so does AcSELLeration Series. With the series you ll find all the flexibility you need to keep pace in a hectic broadband environment: o AcSELLeration Series comprehensively covers all aspects of selling in a cable environment. o Specific content can be assigned and reassigned to individuals or groups of employees on an ongoing basis, ideal for supporting new product rollouts, marketing campaigns, and ongoing new-hire training.

6 Return On Investment: A Case Study in Improved Performance AcSELLeration Series isn t just a good idea it s a proven idea. In a test drive by a large call center pre- and post-test statistics clearly showed that AcSELLeration Series markedly improved productivity and revenue. The Test This particular center serves multiple systems and supports cable, high-speed Internet, and digital services. The fourmonth test consisted of measuring a randomly selected group of agents (AcSELLeration ) against the total agent population (Control ). To ensure that both groups were equally exposed to variables, the AcSELLeration included representatives from each of the call center s four core functions and utilized only the learning included in Fundamental Selling Skills. The groups included the following functions: o Troubleshooting o Account Management o High-speed Internet troubleshooting and sales o Sales and retention Performance metrics for each agent for a period of 60 days prior to exposure to AcSELLeration Series were compared to the same metrics for a period of 60 days after use of the series. The Results Results were remarkable with the AcSELLeration, which showed great improvement from their pre-test levels. And without exception, the group significantly outperformed the Control. Even traditional non-revenue drivers in the AcSELLeration, such as troubleshooting agents, showed sustained productivity and performance! By improving performance and productivity, AcSELLeration Series had truly turned this call center into a revenue center. For each of the core functions, here are some of the highlights: Troubleshooting: o For digital upgrades, the AcSELLeration improved 38% in the post-test phase while the Control decreased 7%. o The AcSELLeration outperformed Control by 10% in post-test phase. 38% AcSELLeration -7% Control Account Management: o Prior to the test, the AcSELLeration had been outperforming the Control in high-speed Internet sales. This performance gap grew 19% in the post-test period. o The AcSELLeration s productivity increased 29% from pre to post-test periods. High-speed Internet troubleshooting and sales: o For high-speed Internet sales, during the post-test period the AcSELLeration outperformed the Control by 47%. o The AcSELLeration increased productivity 30% from the pre- to post-test periods. Sales : o Even in a group containing sales veterans, the AcSELLeration outperformed the Control by 3%. AcSELLeration AcSELLeration 19% Control 47% Control 3% AcSELLeration Control

7 Determine Your Return On Investment: A Simple Revenue Calculation* Call Center Categories Troubleshooting Account management High-speed Internet Sales A B C D E Revenue per Agent per Month Increased Productivity % Additional Revenue per Agent Agents per Call Center Category Other x =x= Total Additional Revenue 1. Use the call center categories above, or break out the categories to match your organizational structure. Input your current revenue per agent per month in column A. 2. To understand how increased productivity impacts a call center, choose a random percentage from Enter this into column B. Multiply columns A and B. 3. The result is the additional revenue you could see per month if you can improve productivity. 4. Enter the number of agents you have for each category in column D. Multiply columns C and D. 5. The result is the additional revenue per month your call center can realize by increasing productivity by the percentage you entered in column B. *The revenue calculator is meant to model various levels of productivity performance. Actual results may vary. Next Steps: AcSELLerate Your Call Center s Performance If you need a proven tool to boost productivity and performance, thenacselleration Series is for you. For more information please: Visit our free demo: Call:

8 About Located in the Denver area, Jones/NCTI provides workforce performance products, services, and education to the broadband and cable industry. Its products include performance tools and extensive training content in electronic, instructor-led, paper-based, and Web-delivery formats. The company also provides professional services such as custom curriculum development, e-learning development and conversion, product sales support and customer education, and workforce assessments. Additionally, Jones/NCTI offers broadband-specific professional development through college credit and industry certification support. System operators, contractors, technology vendors, and more than 250,000 professionals have turned to Jones/NCTI for workforce performance solutions. For more information, please visit About Maher & Maher is a New Jersey-based human resource consulting and organizational development company that offers specialized training and elearning solutions for the cable, broadband, wireless, call center, and government services sectors. Maher & Maher implements innovative organizational development solutions, focusing on change management, specialized training, elearning strategy consulting and courseware design. For more information, please visit MAHER