NICE Systems Project Management Certification Program

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NICE Systems Project ManagementCertification
Program
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Average Handle time
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Quality Statistics
Quantifying Quality..
Quality Results
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Productivity - Calls Per Hour
Quality and Productivity go hand in hand!
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QUALITY MEASUREMENT TOMORROW

• 5 Critical stages to designing a rigorous
  quality management program

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1. OBJECTIVE VS. SUBJECTIVE

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

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Agents must trust the process being
implemented - make them a part of it!!Ensure
consistency among those responsible for
reviewing callsPosition program as a focus on
personal growth / improvement!!

• 2. FAIR AND MEANINGFUL

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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?

• 3. CLEARLY DEFINED EXPECTATIONS

Bold Goals cause Dramatic Results!
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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"

• 4.FEEDBACK....

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

• 5. ACTION...WHAT HAPPENS NEXT?

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Elements of MEASURING QUALITY !
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Elements of a Quality Survey

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

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Components of a Quality Evaluation

• Voice Quality
• varied tone of voice
• spoke at a moderate pace
• Smiling voice

• Introduction
• Greeting contained required elements
• Acknowledgement Statement

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Components of a Quality Evaluation

• Transfer Procedures
• Used benefit statement to explain
  reason for transfer
• introduce the customer to the 3rd
  party

• Hold Procedures
• Asked permission to put customer on hold
• Thanked customer for holding

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Components of a Quality Evaluation

• Handling Irate Customer
• Use calming phrases
• Recap conversation

• Listening Skills
• Use active listening phrases
• Summarize key points

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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

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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)

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Agent Benefits

• Agents know what is expected
• Individuals performance is based on their
  abilities...regardless of tenure
• Results identify specific areas for
  improvement

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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'

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Customer Benefits

• Consistent Service on every call
• First time resolution
• Each call to the Center represents a
  'positive memorable experience'

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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

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Pitfalls to Avoid

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

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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!!

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Summary

• Success factors for a Quality Program
• Pitfalls to avoid
• Implementation ideas to take back and use
  now

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In Summary
Quality
Productivity
Achieving the Balance

• Importance of Quality
• Benefits

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Everybody Wins

• Agents

Customers
Company