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Echo TM The Ultimate Service Improvement System

Let Your Customers Define Great Service. Echo TM The Ultimate Service Improvement System. Introduction to BenchmarkPortal The importance of call centers on company image Listening to the voice of the customer The emerging model of call quality monitoring and coaching. Highlights.

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Echo TM The Ultimate Service Improvement System

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  1. Let Your Customers Define Great Service EchoTM The Ultimate Service Improvement System

  2. Introduction to BenchmarkPortal The importance of call centers on company image Listening to the voice of the customer The emerging model of call quality monitoring and coaching Highlights

  3. Introduction toBenchmarkPortal

  4. Purdue University andBenchmarkPortal A Datamart of Best Practices

  5. Began collecting call center key performance metrics in 1995 Manages a database of call center best practice statistics for 43 industries in 28 countries Data includes caller satisfaction metrics Focuses on a balance scorecard of effectiveness and efficiency Executive Summary

  6. The IMPACT of your call center on company image and brand.

  7. Do you know the impact that your call center has on your company image? We recently contacted 1,000 U.S. consumers to ask them about their experience with call centers.

  8. 60 49 50 43 40 30 Percent 20 8 10 0 Very Important Somewhat Important Not at All Important Ninety-two percent said their experience was important in shaping their image of the company.

  9. Do you ask your callers for their feedback regarding their call experience?

  10. Every Customer Has Opinions… even if no one asks!

  11. “Listening to the Voice of the Customer.”byDr. Jon AntonBenchmarkPortalThe Industry Standard

  12. Tragically caller feedback is seldom used where it can do the most good…namely changing agent behavior.

  13. This lead us to believe that there might be an enormous opportunity to have the caller help monitor and coach the agent. Logically, we launched a study on call monitoring and coaching…

  14. Lack of time to do call monitoring Lack of experienced people to do monitoring (often your best agents) Lack of supervisor time to do coaching Not enough calls monitored to get an accurate picture of any one agent In summary, our study found:

  15. To change the results… start with the fundamentals

  16. The Emerging Model

  17. Customer should be the one to evaluate their service experience Metrics aligned to drive “right” behaviors Easy method to “hear” what customer is saying (implied and direct) Coaching now truly about agent development Emerging Model Principles

  18. From our study, most call centers need help…

  19. The caller is willing to help…for free!

  20. New “Monitoring” Approach Service Experience Accuracy “Audit” Monitoring

  21. New “Monitoring” Approach Service Experience Accuracy “Audit” This is done by asking the caller to monitor and score the quality aspects of their own call. Monitoring

  22. New “Monitoring” Approach Service Experience Accuracy “Audit” This is done by the internal quality assurance team. Monitoring

  23. “Monitoring” Components Monitoring “So, who does what in the new model”

  24. “Monitoring” Components Service Experience (monitored by the caller) Monitoring

  25. “Monitoring” Components Service Experience • What did the caller perceive about their call experience? Monitoring

  26. “Monitoring” Components Service Experience • What did the caller perceive about their call experience? • What was the emotional memory of the event? Monitoring

  27. “Monitoring” Components Service Experience • What did the caller perceive about their call experience? • What was the emotional memory of the event? • Did the call experience drive loyalty? Monitoring

  28. “Monitoring” Components Service Experience Accuracy “Audit” (by the QA team) • What did the caller perceive about their call experience? • What was the emotional memory of the event? • Did the call experience drive loyalty? Monitoring

  29. “Monitoring” Components Service Experience Accuracy “Audit” • What did the caller perceive about their call experience? • What was the emotional memory of the event? • Did the call experience drive loyalty? • Was the answer correct? Monitoring

  30. “Monitoring” Components Service Experience Accuracy “Audit” • What did the caller perceive about their call experience? • What was the emotional memory of the event? • Did the call experience drive loyalty? • Was the answer correct? • Were the company’s “policies” adhered to Monitoring

  31. “Monitoring” Components Service Experience Accuracy “Audit” • What did the caller perceive about their call experience? • What was the emotional memory of the event? • Did the call experience drive loyalty? • Was the answer correct? • Were the company’s “policies” adhered to • Were the company’s “procedures” followed? Monitoring

  32. What you get in return is: A statistically valid volume of feedback straight from the caller, delivered in real-time, to those who can best impact caller satisfaction – the agents.

  33. Bring the voice of the customer into the evaluation process… The Ultimate ServiceImprovement Approach

  34. The Echo Model CustomerOpinion Echo brings the voice of the customer to the core of the call center business.

  35. Call Center Operational Flow Chart Echo™ IVR System “Would You Respond to Our Survey?” Survey Fielding Public Telephone Network Supervisor Manager Call Center Agent Agent Responds Call Center IVR System Echo™ Reporting System (On or Off Premise) PBX/ACD 2 3 4 12 5 11 6 1 7 13 Customer Calls 9 10 14 8 Call is Recorded (Witness Systems)

  36. PBX/ACD Public Telephone Network Customer Calls 1

  37. Call Center IVR System PBX/ACD Public Telephone Network 2

  38. PBX/ACD Call Center Public Telephone Network Agent Responds Call Center IVR System 3

  39. Echo™ IVR System “Would You Respond to Our Survey?” Survey Fielding Call Center Public Telephone Network Agent Responds Call Center IVR System PBX/ACD 4

  40. Customer Calls Echo™ IVR System “Would You Respond to Our Survey?” Survey Fielding Public Telephone Network Call Center Agent Responds PBX/ACD Call Center IVR System 5 Voice Line

  41. Customer Calls No Echo™ IVR System “Would You Respond to Our Survey?” Survey Fielding Public Telephone Network Call Center Agent Responds PBX/ACD Call Center IVR System 6

  42. Customer Calls Echo™ IVR System “Would You Respond to Our Survey?” Survey Fielding Public Telephone Network Call Center PBX/ACD Call Center IVR System Yes 7 Call is Recorded (Witness Systems) Agent Responds

  43. Customer Calls Echo™ IVR System “Would You Respond to Our Survey?” Survey Fielding Public Telephone Network Call Center PBX/ACD Call Center IVR System Yes 8 Call is Recorded (Witness Systems) Agent Responds

  44. Customer Calls Echo™ IVR System “Would You Respond to Our Survey?” Survey Fielding Public Telephone Network Call Center PBX/ACD Call Center IVR System Yes Call is Recorded (Witness Systems) Agent Responds

  45. Customer Calls Echo™ IVR System “Would You Respond to Our Survey?” Survey Fielding Public Telephone Network Call Center Agent Responds PBX/ACD Call Center IVR System 9 Launch Survey Call is Recorded (Witness Systems)

  46. Customer Calls Echo™ IVR System “Would You Respond to Our Survey?” Survey Fielding Public Telephone Network Call Center Agent Responds PBX/ACD Call Center IVR System 10 Completed Survey Call is Recorded (Witness Systems)

  47. Echo™ IVR System “Would You Respond to Our Survey?” Survey Fielding Call Center Agent Responds PBX/ACD Echo™ Reporting System (On or Off Premise) 11 Call Center IVR System

  48. Echo™ IVR System “Would You Respond to Our Survey?” Survey Fielding Manager Call Center Agent Responds PBX/ACD Echo™ Reporting System (On or Off Premise) Call Center IVR System 12

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