Nice Flow Charts Prof Servs

NICE Systems
Project Management
Certification Program

Orlando Moreno SYSTEMS LTD.

1.0 Project Assignment

Sales or Pre-Sales

Related e-mails & Project Order Customer
Contract &SOW Site Profile P.O.
correspondence Config Form Solution Quote

1.0
Director of Professional
Services

1.1
Project Assignment to PM
with
documentation

Designated Project
Manager

A
Note: Bolded items above are mandatory


2.0 Document Analysis / Order Follow-up

A B

PM has all
2.0 PM analyzes required info
documentation

No

Missing Any other P.O.
Missing Yes Missing info on No No 2.2
configuration related
documentation? YVRCommon? Sales
info? questions?

No Yes Yes Yes No

PM has all 2.1 2.1
required info Contact Order Contact Sales/ 2.1
Has P.O. been
Adm for addition PreSales Contact Order
placed?
Adm for addition

Yes
B

2.3
PM gathers
shipping details

PM has all
required info B


3.0 Project Status Report

3.0
B PM completes initial
Project Status Report

3.1
Initial Project Status Report

Overview Open Issues Closed Issues New Features Site Doc Contacts

C


4.0 PM processes staging form

4.2
4.1 TentativeSchedule
Staging Form D
C PM completes Technical Support confirmed with PM
Staging Form (Aviv Bachar)


5.0 Creation of Pre-Installation Checklist

5.2 Customized Pre-
Project Order Customized Pre- install checklis to
Configuration install checklist be forwarded to
Form Customer
5.1
5.3
Pre-Installation E
Project Manager
(Mark Deweerd)
D 5.2 Site Prep-Guide to
Site Prep-Guide be forwarded to
Customer
P.O.


6.0 Introductory Call with Customer

6.1
6.2 63 6.4
Pm introduces him or F
E Review of PM's assessment of Identiy Customer contacts, obtain Discuss desired delivery date,
Average
herself as Nice Project Handlewhat Customer wants
time contact information ship to and delivery address
Manager

6.8 Updated Project Status Report
PM updates Project Status
Report

6.7
G
6.6 Secure possible times for
6.5
Inform Customer of what they conference call with Customer,
F Discuss desired install and
are to provide for training PM, Pre-Installation (Mark
training dates
classes (room, PCs, etc.) Deweerd), and Dealer, if E-mail to Customer, copy to
applicable 6.9 Director of Professional
PM documentsintroductory call Services (Yossi)
to Customer


Pre-Installation

Customer
7.2
7.1
Pre-Installation
Notification of
G Checklist and Site H
initial conference
Preparation Guide
call

Dealer, if not a
direct sale

Tier 3, if available


8.0 First Customer Conference Call
8.1
Provide Customer with
NIce contact names
and information

8.2
8.3
Review Site Profile
Review Pre-
Installation Checklist

8.4
Review Statement of
Work, if available
Updated Project
Status Report

8.5
Confirm Dlivery Date,
Contac, and Ship-to
Address
Confirmed
Delivery
8.0 I
Instructions
H First Conference
Call
8.6
Confirm Installation
Dates
Installation and
Training Dates

8.7
Confirm Training
Dates

8.8
Gather Information for
Trainer (Page 10 of
Project Management
Handbook)

8.9
Obtain directions to
8.10 install site
Inform Customer about
Uploader specs and
data needed on first
day of installation


9.0 PM Adds Delivery Instructions to Project Order Configuration Form

9.0
Delivery instructions
Correctly Schedule
added to Project Order
I Delivery J
Order Configuration Administration
Form


Quality Statistics

Quantifying Quality……..

Sam
Ann

Bev
Jan

Lee
Lori
Agent

Doris
Sue
Connie
Joe

Emma
Dee
Gene
Linda

0 50 100 150 200

Orlando Moreno Quality Results SYSTEMS LTD.

Quality and Productivity go hand in hand!

Mary
10
Patti
9 Jeff Ian
8 Michelle
Chris
7
Dave Ann Joe Tom
6
Brenda
Val
5 Fred
4
14 16 18 20 22 24 26 28 30
Productivity - Calls Per Hour

QUALITY MEASUREMENT TOMORROW

5 Critical stages to designing a
rigorous quality management
program


1. OBJECTIVE VS. SUBJECTIVE

number of calls reviewed
random collection of calls to be
reviewed
who will review the calls?


2. FAIR AND MEANINGFUL

Agents must trust the process being
implemented - make them a part of it!!

Ensure consistency among those
responsible for reviewing calls

Position program as a focus on
personal growth / improvement!!


3. CLEARLY DEFINED EXPECTATIONS

Bold Goals cause Dramatic Results!
Did we meet.....exceed the customer's
expectations?
Were the Company's needs met?
Did the Customer 'feel good' after
their contact with our Center?


4.FEEDBACK....

 Employees are entitled to know how well
they are doing....
Timely feedback....not 4 weeks later
Regular feedback sessions.....this is not
a "Flavour of the Month"


5. ACTION...WHAT HAPPENS NEXT?

Focused training sessions
Regularly scheduled coaching sessions
Peer to Peer coaching time


Elements of
MEASURING QUALITY !


Elements of a Quality Survey

 Courtesy and Etiquette
 Handling Irate callers
 Listening Skills
 Sales Skills
 Hold Phrases
 Warm Transfer Procedures


Components of a Quality Evaluation

 Voice Quality  Introduction
 varied tone of  Greeting contained
voice required elements
 spoke at a  Acknowledgement
moderate pace Statement
 Smiling voice



 Transfer Procedures  Hold Procedures
 Used benefit  Asked permission
statement to explain to put customer on
reason for transfer hold
 introduce the  Thanked customer
customer to the 3rd for holding
party



 Listening Skills  Handling Irate Customer

 Use active listening  Use calming phrases
phrases  Recap conversation
 Summarize key
points


What Do We Find Out By QA Monitoring?

...You can't manage what you can't measure!!

• Customer handling skills
• Intonation
• Sales ability and techniques
• Product knowledge
• Technical knowledge
• Escalation procedures
• Company policies


Helpful Hints for your Evaluation

Categorize your Evaluation
Standards
Knowledge based
Skill based

Consider how each Evaluation
statement will be scored
(i.e. Yes/No, 1-5 rating scale)


Agent Benefits

 Agents know what is expected

 Individuals performance is based on
their abilities...regardless of tenure

 Results identify specific areas for
improvement


Company Benefits

 Accurately identify individual training
needs

 Effectively utilize educational $$$

 Ability to 'Raise the Bar' of performance
in your Call Center

 Clearly define the 'Core Competancies'


Customer Benefits

 Consistent Service on every call

 First time resolution

 Each call to the Center represents a
'positive memorable experience'


What Users Say About Automated Quality Monitoring

• Time saved through automatic collection of calls
• Flexible schedule design provides more objective
call sampling and easy set-up
• Data Management capabilities make information
easy to access and customize
• Agents find the process more objective and
participatory
• Excellent technical support
• Immediate benefits realized


Pitfalls to Avoid

No buy in from the Agents
Time….Time….Time
Process is missing
Lack of Consistency
Subjective Results
Action not taken


Success Factors

Have a champion to manage the process
Develop precise procedures and ensure people
adhere to them
Involve everyone in the process
Recognize the need to Update your program
every 6 months or so
Spend more time doing it and less time talking
about it!!
Publicly celebrate the successes!!


Summary

 Success factors for a Quality Program

 Pitfalls to avoid
 Implementation ideas to take back
and use now


In Summary

Productivity Quality

Achieving the Balance
• Importance of Quality

• Benefits

Everybody Wins

Agents

Company Customers


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