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IARE - International Association of Reservation Executives

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Presentation of Etech’s president, Matt Rocco, on implementing a successful quality monitoring program at 30th annual IARE conference in San Diego, CA.

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IARE - International Association of Reservation Executives

  1. 1. MATT ROCCO, PRESIDENT / COO JIM IYOOB, EVP – CUSTOMER EXPERIENCE ETECH GLOBAL SERVICES IMPLEMENTING A SUCCESSFUL QUALITY MONITORING PROGRAM
  2. 2. World Class Quality Monitoring Program 1. Contact Center Challenges 2. How a Effective Quality Monitoring Program can Help Ease your Pain 3. What is Quality Monitoring in a Contact Center 4. Quality Monitoring verse Quality Assurance 5. Best Practices of Quality Monitoring Program 6. Quality Monitoring & Business Intelligence 7. Benefits of Using a Third Party 8. Case Study Results of Implementing a Quality Monitoring Program 2
  3. 3. Contact Center Challenges • The contact center is the “face” of your company • Bad contact center experiences annoy and frustrate your customers, and spread quickly • Agent staffing is a growing cost to your business • Tracking and monitoring agent behavior is difficult to manage… there is a cost (but also a ROI) • Front line supervisors have a direct impact on quality and satisfaction of your customers, yet many do not embrace this opportunity • Agent attrition is a direct cost to your business due to retraining and impact on customer experience 3
  4. 4. Quality Monitoring Can Ease Your Pain! • Provide you insight into contact center interactions with your customer • Alert you of unsatisfactory customer contacts with recommendations for improvement • Assurance of corporate governance • Identify and quantify “coachable” issues • Distribute daily quality reports to ensure agents are progressing in quality and performance rather than turning them over • Calibrate with front line supervisors to make sure there is consistency in coaching • “Close the Loop” on coaching opportunities to provide follow up and track improvement 4
  5. 5. 5 What is Quality Monitoring? Quality Monitoring in Call Centers
  6. 6. 6 Quality Assurance Process Quality Assurance Process
  7. 7. 7 Best Practices Best Practices in Quality Monitoring
  8. 8. 8 Best Practices Best Practices in Quality Monitoring
  9. 9. Quality Monitoring & Business Intelligence 9 An effective method to ensure customer satisfaction involves integrating call monitoring and business intelligence (BI) analytics. An effective & integrated call monitoring /BI process enables a company to collect, record, sort and analyze data to assist in various decision making processes. BI data that is gathered by companies through tracked & monitored calls can be used to guide marketing strategies & priorities. For instance, the information collected on specified demographic groups, average caller age and frequently asked questions can all help in determining marketing priorities.
  10. 10. Quality Monitoring & Business Intelligence 10
  11. 11. Etech Global ServicesConfidential 11 Features & Benefits Third Party QA Services
  12. 12. 12 Fashion Retailer – Etech Success Story
  13. 13. 13 Portfolio Client is an online subscription fashion retailer Offers personalized shopping experience Consists of a portfolio of online subscription service brands The Member (Customer) Experience Technology Change – Focus on Online Transaction Member challenges (Matching specifications with choice, place of delivery, after sales support etc.) Etech Global Services – The Monitoring Solution Provider Challenges: Member retention; expansion of member base Solutions: Third party unbiased insights into transactions Actionable data with specific recommendations Alerts for quick fix Trusted partnership to improve results Leading Fashion Retailer
  14. 14. 14 QA Academy for client FCs (New Hires) to provide detailed feedback of their performance before the FCs go live Recommendations to improve service level, modification to, or introduction of business strategies MSAT Round Table: QA team actively participates in the deliberations to improve Member Satisfaction Experience Escalations sent on daily basis to highlight the opportunities with the trends captured during the audits Auto Failures are sent immediately to distribution group to address in real time Deep Dive Analytical Studies on Retention, Saves, Cancellations to identify trends and create resolution Weekly analysis of brand performance, location performance, and agent performance Best Practices at Work
  15. 15. 15 Dip stick analysis to check implementation of coaching inputs and feedback – linked to the desired end results QA administered DAPs (Development Action Plans) for repeat offenders Establishing correlation of QA scores with campaign results Training (TNA/TNI) Studies and recommendations – monitoring post training performance trend  Fixing Accountability at different levels. Accountability Audit (Inputs for Rewards v/s Impacts) Agent/QA Score Cards – linked to benefits or impacts Closed Loop Control Process
  16. 16. 16 Unrelenting schedules of calibration sessions to ensure: Client expectations and understanding of QA team are in full alignment Updates are shared and understood by each party Calibration variance (if any) are measured and monitored for improvement Best Practices shared 5% 4% 3% 5% 4% 3% Benchmark, 5% 0% 1% 2% 3% 4% 5% 6% WK 6/22 WK 6/29 WK 7/6 WK 7/13 WK 7/20 WK 7/27 Calibration Variance Trending Variance Benchmark Calibration Sessions
  17. 17. 17 First Hand Recommendations that work Deep dive into transaction attributes (Calls/Chats/Emails) Modify Audit Form (focusing on MSAT), followed by series of reviews to fine tune it Intensive Calibration sessions to understand and scrutinize information essential for client to improve and deliver results Monitoring Services Provided - Highlights Capturing, analyzing, and delivering feedback, drilled down at center level, team level and agent level Dip Stick analysis to ensure closed loop of feedback to improve MSAT Provide trends on top opportunities to monitor effective dissemination of coaching inputs to Fashion Consultants Daily summaries & Weekly Decks to client management for high level over view Etech – Client Collaboration
  18. 18. Confidential 18Etech Global Services Top Opportunities in April’15 Drop in factors affecting MSAT- July’ 15 Etech QA team shared FC level, team level and center level opportunities with Six Sigma approach to overcome hurdles & improve member satisfaction Analyzed Reasons & Improvement Trend
  19. 19. Confidential Etech Global Services 19 Success Story MSAT scores improved which directly resulted in improvement in retention of existing members Cancellation & Save Attempt Summary
  20. 20. 20 www.etechgs.com Jim Iyoob, EVP Etech Global Services 936.371.2640 Jim.Iyoob@etechgs.com @jiyoob Matt Rocco, President & COO Etech Global Services 936.559.2239 Matt.Rocco@etechgs.com @mroccoetech
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