Understanding Your Customers

2. Understanding Your Customers What they want & how to deliver

3. Understanding Your Customers What they want & how to deliver Jim Beuoy Compliance Officer & Director, Quality Assurance OKS-Ameridial Worldwide Donor Care Center, Inc. Commercial Telemarketing Registrations President, American Teleservices Association Great Lakes Chapter jebeuoy@oksameridial.com 330-497-4888 x 271

4. Understanding Your Customers • Recent studies on what customers want and what ticks them off. • What to measure. • Employee / Labor market impact. • How do we adapt our organizations to deliver an ideal consumer experience?

5. …differ from customers’ actual preferences The attributes of resolution that we believe customers value most… CCC Member’s Perception of Customer Preferences Customer’s Actual Preferences Source: Customer Contact Council Research

6. Understanding Your Customers The Disconnect • Companies lack a clear sense of customers’ actual resolution preferences. • Customers display a much steeper “value curve” than companies think. • Companies believe that customers value expertise most highly, when, in fact, it is their least valued attribute. • Customers value time to resolution and attitude of the representative far above other attributes.

7. Understanding Your Customers The Loyalty Myth • “Consistent findings from consumer research is that 60-80% of lost customers across all industry segments reported on surveys just prior to defecting that they were “very satisfied” or “satisfied”.* CRMproject.com • Sr. Mgmt. has diluted efforts to encourage customer loyalty through the attitude that “it’s Marketing’s job”.* CRMproject.com

8. Understanding Your Customers Consumer Focus, Inc. 2005 • Only 14% of customers leave for product reasons. 68% leave because of poor treatment by employees. • Only 4% of unhappy customers complain. 90% of non-complainers simply go elsewhere. • 80% of companies believe that they deliver a superior CE. Only 8% of their customers agree. • The sense of “bonding” that occurs in the CE is personal and emotional but little is known about the composition and emotional determinants. • 95% of senior business leaders believe that the next competitive differentiator is Customer Experience.

9. Understanding Your Customers Witness Consulting Div. • 50% performance evaluated by AHT and traditional metrics • 50% Caller experience based quality scores Experience focused groups AHT went to 10.5 min. AHT measured group stayed at 12

10. Understanding Your Customers Technology Solutions Self Service hasn’t been wildly successful • Callers dislike self-service – want quick, easy experience • 12% usage. Over 50% immediate opt-out. • Avoid: • Your call is important to us • Please listen carefully as our menu has changed • You can access our website to answer more questions • Personas • As efficient as reaching Sales

11. Understanding Your Customers Technology Solutions Self Service / Customer Service Do’s www.gethuman.comevaluation standards • Dial 0 to get a human • Provide estimated wait time • Don’t make a caller repeat info • Provide touch-tone optional entry method • Don’t sell on info systems • Let callers interrupt when appropriate • Do not disconnect for error • Default to dominant language • Agents able to communicate clearly

12. Understanding Your Customers What to Measure 2007 Aspect Contact Center Satisfaction Index. 1000 consumers. 250 who claimed they had a recent exceptional contact center experience. • Quick responses to inquiries / issues • Given accurate and detailed information • Presented the necessary facts to make informed decisions • Provided details for what will transpire after the interaction • Empathy and Advocacy • patience, knowledge, professionalism, and friendliness • Efficiency • speak to an agent quickly, authority to resolve issues • Automation • ease of use, multiple choices, access agents from website

13. Understanding Your Customers • PROFESSIONAL • KNOWLEDGEABLE • EFFECTIVE / SKILLFUL • LEGALLY COMPLIANT

14. Understanding Your Customers What to Measure • Professionalism: • How would you baby sit a gorilla? !!!! (Toni Portman) • Know your tricks! • Don’t wear out before the gorilla wears out! • Listen! It’s not about YOU! • Teflon Coating

15. Understanding Your Customers What to Measure • Professionalism: Tone • Friendly: Adds the “human touch”. Sounds natural, not rehearsed, scripted or canned. Sounds appreciative, genuine / sincere, appropriately enthusiastic and/or empathetic, acknowledging consumer concerns throughout the call. • Patient: Demonstrates unfailingly polite, considerate, calm and kind demeanor even when faced with difficulties. • Helpful: Demonstrates “at your service” attitude throughout the call.

16. Understanding Your Customers • First Call Resolution - High predictor of client satisfaction • Internal Evaluation • Did that resolve the reason for your call today? • Have I answered all your questions? • Is there anything else I can do for you? • External Evaluation • Repeat calls come within 24 hours (ANI by agent) • Voice of the Consumer • Transfer rate • Able to resolve questions / concerns without being transferred. • Don’t make them repeat information. What (else) to Measure

17. Understanding Your Customers Understanding doesn’t create culture. • When do people lose their passion for delivering quality? • Foundation Cornerstone / Mission Statement: Employees should feel valued and respected.

18. Understanding Your Customers Employee / Labor Market Changes: The “Millennials” Are Comingwww.cbsnews.com “The “Millennials” Are Coming • Today’s employee played in little leagues with no winners. They were laden with trophies just for participating. • We didn’t make them practice the ………………….. • No shame to live at home. Adulthood begins at 26. • They have the expectation that they will automatically win, and they always be rewarded, even for just showing up. • You’ve got to do this. You’ve got do this. And they will walk. • Boomers need to hear the message that they’re going to have to start focusing more on coaching rather than bossing.

19. Monitoring Approaches Pro’s Con’s Side-by-side Best performance Modified behavior Training issues Present in the moment Remote Actual performance Removed / clerical Weak link between behavior/reinforcement Big Brother Recording w agent Replay No sphere of Virtual real time influence Self-evaluation Respectful

20. Understanding Your Customers ALIGN THE ORGANIZATION WITH CONSUMER EXPERIENCE BASED COACHING • Customer Support Professional vs. Agent • Focus is on how the customer experiences the call • Coaching is on behaviors vs. Stats • Team Leaders / Project Leaders vs. Supervisors • Before listening to the call, adopt the point of view of the customer • Coach Attitude, Train Skill

21. Understanding Your Customers ALIGN THE ORGANIZATION WITH CONSUMER EXPERIENCE BASED COACHING EVALUATE / REWARD DIFFERENTLY • Support Professionals: KPI’s / Quality Scores / Consumer Scores • Leaders: Coaching counts, Effectiveness, KPI’s, Quality Scores, Consumer Scores, Turnover, & PM Feedback • Call Center Managers: Coaching counts, Effectiveness, Consumer Scores, Turnover,Staffing, Corrective Action Management, Client KPI’s

22. Understanding Your Customers Summary: OUR CHEESE HAS MOVED! • Consumers want to work with companies who care about them, are efficient and effective, and follow through with what they say they are going to do.Aspect Contact Center Satisfaction Index. • Employees want to work for companies who care about them, empower then, and follow through with what they say they are going to do!

23. Understanding Your Customers Summary • Schedule the coaching function. • Empower employees to identify their own opportunities for continuous improvement. • Measure the consumer experience. Evaluate and reward employees on the experience that they provide.

24. Questions? Understanding Your Customers