Maximizing Agent Productivity

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Maximizing Agent Productivity
Track Service Support Executives

• Michaela Quinzy, HireRight, Inc.
• Tom Ricketts, salesforce.com

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Safe Harbor Statement
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Securities Litigation Reform Act of 1995 This
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Agenda

• Session introduction
• Customer presentation (HireRight)
• Challenges with maximizing agent productivity
• Steps taken areas of primary focus
• Results ? review the solution
• Results ? review the metrics achieved (or
  targeted)
• Next steps with continuing agent productivity
• Wrap up and questions

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Michaela Quinzy Director, Client Services
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All About HireRight
As a leading provider of on-demand employment
background and drug screening solutions,
HireRight specializes in helping organizations of
all sizes efficiently implement, manage and
control employment screening programs. The
company offers flexible, tailored solutions,
encompassing more than 50 different services in
more than 200 countries and territories
worldwide.

• INDUSTRY On-Demand Employment Screening
• EMPLOYEES 407
• GEOGRAPHY Global
• USERS 198
• PRODUCT(S) USED SFA, Service Support, 6
  downloaded AppExchange applications

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Customer Service Objectives

• Support HireRights revenue and retention goals
  by providing world-class end-to-end service and
  support to HireRights customers and their
  applicants.
• Technical support
• Business process support
• Risk mitigation
• 5 x 24 Operation
• Multichannel contact center (email, phone, chat)
• Facilitate continuous improvement process

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Challenges

• MS Outlook for logging and tracking incidents
• Complex Workflow
• Multiple applications
• Wrapping CRM around a proprietary back-office
  tool
• Contacts Exist in multiple Accounts
• Tracking related B-to-B and B-to-C contacts
• Customers could have multiple concurrent cases
• Applicants as an instance related to a customer
• Inconsistent Performance and Productivity
• Agent-to-agent and day-to-day
• Staffing forecast challenges
• Inadequate View of the Customer / Voice of the
  Customer
• Lack of Management Tools
• Aggressive SLAs with Penalties

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Solution Salesforce CRM

• Salesforce CRM
• Implemented - Q4 2004
• Incremental Enhancements - 2005 2006
• Major Enhancements - 2007
• Case logging
• Workload distribution
• Surveys
• Operations Error Tracking
• Escalations
• Additional Automation - 2008
• Case Prioritization Rules
• CaseManager

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Solution - Case Automation

• Objective
• Improve productivity
• View Voice of the Customer
• Solution
• Email-2-Case
• Automated Case creation
• Append-2-Case
• Automated case routing
• Outlook integration
• Automated case spawning

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Solution Get Case Button

• Objective
• Consistent Performance
• SLA Management
• Solution
• CaseManager
• Agent productivity management
• Case Prioritization
• Work Distribution
• Load Balancing
• No cherry-picking

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Results CSR Performance
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Results Email SLA
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Solution - Workflows

• Objective
• Workflow Management
• Solution
• Work Assignment
• Prioritization
• Voicemail
• Case Age
• Escalations
• Temperature Rating
• Customer SLAs

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Solution Dashboards, Reports Analysis

• Objective
• Visibility
• Solution
• Dashboards Reports
• Activity Monitoring
• Teams
• Customer Hotlist
• Volume Trending
• Agent Productivity
• Periodic Business Reviews
• Quarterly Data Analysis

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Solution Customer Surveys

• Objective
• Voice of the Customer / View of the Customer
• Solution
• Pollzter Survey (Appexchange)
• Survey customers at case closure
• 5 Questions for quantitative scoring
• Qualitative feedback
• Measure overall group performance
• Customer satisfaction by customer
• Tied directly to agent performance measures
  reviews

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Results Customer Satisfaction Impact
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Results

• Now
• Predictable Productivity
• Stable Performance
• Consistent Results
• Meeting SLAs
• 8.22 OSAT

• Then
• Immeasurable Productivity
• Erratic Performance
• Inconsistent Results
• Missing SLAs
• 7.7 OSAT

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Whats Next?

• Instant Service WebChat Implementation
• Increase Productivity / Reduce Cost
• Integrate with salesforce.com
• USIS-CSD HireRight Merger
• Implement salesforce.com for USIS-CSD
• Unified platforms, processes and service delivery
  model
• Telephony Integration
• Upgraded switch, ACD and AVR/IVR systems
• Integrate with salesforce.com

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Key Session Take Aways

• Understand common features tools being
  leveraged to maximize productivity
• Insight into how other customers are using tools
  that are available to them to increase
  productivity
• Time to value ? how other customers are able to
  quickly migrate high-volume call centers to
  Salesforce.com
• Common metrics being measured in call centers
• Real productivity gains being realized by other
  customers

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QUESTION ANSWER SESSION
Michaela Quinzy
Director, Client Services
Tom Ricketts
Principal Consultant