Webinar aht minus 80 seconds equals savings in the millions call center 101 with support_centeru

noHold, Inc. Copyright© 2012
AVERAGE HANDLE TIME MINUS 80 SECONDS EQUALS
SAVINGS IN THE MILLIONS: CALL CENTER 101 WITH
SUPPORT CENTER UNIVERSITY
July 18, 2012
Dave Brown, Founder & President, Support Center University
Diego Ventura, Founder & CEO, noHold
Sarah Ramoz, Marketing Operations Manager, noHold

Introductions
Diego Ventura
CEO, noHold
Diego@nohold.com
Sarah Ramoz
Marketing Operations Manager
sramoz@nohold.com
Dave Brown
Founder & President,
Support Center University
Dave.Brown@supportcenterU.com

© Dave Brown 2012
Founder & President
 Author, Trainer, & Consultant
 35+ years experience in Tech, consulting & Training
 Book & 40+ articles/papers published
 Specialized expertise in Support Centers
 Process Improvement, Staffing Models, & Change
Management
 Assessment & Improvement Projects
Dave Brown

Key Levers of Customer Sat
Slide 4 of 11
• Response Time
– The time it takes for a customer to get through to a
qualified person
• Resolve Time
– The time it takes for a customer to get their issue
resolved to their satisfaction
• Status Updates
– The need for customers to be kept informed of the
progress on open issues
SOURCE: Technology Services Industry Association (TSIA)

Resolution is lowest rated in industry C-SAT!!
Slide 5 of 11
65
70
75
80
85
CS Skills
Tech
Knowledge
Time to
Respond Effectiveness
Time to
Resolve
Customer Satisfaction
SOURCE: Technology Services Industry Association (TSIA)

Challenges of high-growth/turnover
Slide 6 of 11
• Hiring & Training Expense
• How long before fully proficient?
– Increased AHT
– Decreased FCR
• Plus…customer sat impact!
• Let’s look at an example…

Handle Time Matrix
Slide 7 of 11
Basic/Easy
Medium or
Advanced
Complex or
Difficult
New/Junior
Agent 15 30 40
Intermediate
Agent 14.25 20 30
Senior
Agent 13.5 18 20
Issue Complexity
Agent
Level

Impact of Agent Experience
Slide 8 of 11
0
5
10
15
20
25
30
35
40
Basic Advanced Complex
Junior
Intermediate
Senior
SOURCE: Support Center University
Issue Complexity
Agent Level
Minutes

AHT “Before”
Slide 9 of 11
0
5
10
15
20
25
30
Average Handle Time
(in minutes)
Basic
Advanced
Complex
Overall
22.26

What’s the Solution?
• Get the call to the right level person
• Avoid giving issues to agents that are
‘over their heads’
• Ensure they have proper resources
• Two keys…
• Skills-based Routing
• Effective Troubleshooting and Problem
Resolution Tools
Slide 10 of 11

AHT Reduction
Slide 11 of 11
0
5
10
15
20
25
Average Handle Time
(in minutes)
Basic
Advanced
Complex
Overall
19.51

12% Improvement
Slide 12 of 11
0
5
10
15
20
25
Average Handle
Time
(in minutes)
Basic
Advanced
Complex
Overall
19.51
0
5
10
15
20
25
30
Average Handle
Time
(in minutes)
Basic
Advanced
Complex
Overall
22.26
Before After

Contact Info
Dave Brown
• dave.brown@SupportCenterU.com
• Phone: +1-303-494-4932
• www.SupportCenterU.com
Slide 13 of 11

Call Center Virtual Agent
Diego Ventura, noHold Inc. Founder and CEO
Diego@nohold.com 408-472-2764
Happier and more productive agents!

About noHold
• Private
• VC financed
• Profitable
• 100 Implementations (9 languages)
• U.S. Patent 6,604,141

What we do…
• We create Virtual Agents
• Virtual Agents are Web-
based applications
• They work a little bit like
Live Chat, but instead of
chatting with a person,
end users chat with an
Artificial Intelligence
• Our customers use
Virtual Agents to
decrease support costs,
increase sales and
strengthen relationships
with their partners.

Value across the whole Enterprise
Virtual Agent
Support Site
Social Networks
Call Center
Confederated Knowledge™
Metrics for: Sales, Marketing and
Engineering
eStore & Resellers

Call Center – Transformation Impact
Performance
measure
Before noHold After noHold Remarks
Average Handle
Time
X minutes 25%-35%
reduction
noHold enables agents to get to the right answer quickly, enabling
significant reduction in AHT
First Call
Resolution
Y% 10-15%
increase
FCR is a critical factor in customer satisfaction. With noHold
implementation, FCR easily improves
Consistency of
response
Poor Improved Roughly 60-70% of the issues are standard in nature. All agents will
be able to deliver consistent responses
Overall productivity X tickets per day 15% to 25%
improvement
Reduced AHT, higher FCR enabled by virtual agents improves agent
productivity
Cost of delivery Reduction by
15%-20%
Directly impacted by the agent productivity
CSAT 10%-15%
improvement
Faster resolution and higher resolution rate leads to higher customer
satisfaction. Customers believe that the agents are knowledgeable
Lead time to train Reduction by 2
to 3 days
Quicker launch as noHold enables faster knowledge adoption for
70%+ of standard tickets / issues
Attrition rate High 15%-25%
reduction
Studies show that agents tend to enjoy the work if they are able to
successfully take care of customers – better feedback & hence better
“feeling” about the work done
Supervision High Easier If the agents are provided with ready access to context specific data,
escalations & interventions & complaints reduce – leading to easier
management

Business Case
Project Description:
• Virtual Agent designed to improve Call Center Agent efficiency
• Launched on 4/18/2012
• Made it available to 15 agents
• Training provided via a video clip
Did you find the information within Guide Me?
Yes - ~70%
Results:
Reduced Average Handle Time (AHT) by 80
seconds

Features
• Agents will use their
existing CRM
username to “log in”
– We collect the
name for tracking
purposes.
• We can score or un-
score different
branches in the tree,
allowing seasoned
agents to skip
ahead.

Implementation – Expandable Trees

Metrics - Usage by User

Metrics - Solutions by User

Metrics - Phrases by User

How to Start
• Windows Virtual Agent (VA)
• Free Beta Program (September 1st)
• Implementation: 2 lines of HTML

Contact
Sarah Ramoz
Marketing Operations Manager
408-946-9200 (x305)
sramoz@nohold.com
Dave Brown
Founder & President,
Dave.Brown@supportcenterU.com

Webinar aht minus 80 seconds equals savings in the millions call center 101 with support_centeru

Recomendados

Recomendados

Mais conteúdo relacionado

Mais procurados

Mais procurados (20)

Destaque

Destaque (10)

Semelhante a Webinar aht minus 80 seconds equals savings in the millions call center 101 with support_centeru

Semelhante a Webinar aht minus 80 seconds equals savings in the millions call center 101 with support_centeru (20)

Mais de noHold, Inc.

Mais de noHold, Inc. (16)

Último

Último (20)

Webinar aht minus 80 seconds equals savings in the millions call center 101 with support_centeru