Call Effectiveness Monitoring Scoring for Success

1. Call Effectiveness MonitoringScoring for Success Eddie Vidal Manager, Enterprise Support Services July 20, 2010

2. Objectives • Setting expectations • Template to get you started • Guidelines for coaching • Recognize star performers

3. Why do we monitor and record calls? • Evaluate agent performance on “soft skills” • Compliance and directives • Capture and share valuable business intelligence

4. Why Are We Here? • Customers from unhappy to happy • Service customers • Minimize operating costs • Reduce downtime • Provide valuable business insight • How can we make our jobs easier? • How can we make the customer’s job easier?

5. Family

6. Setting Expectations • Do we know what is expected of us? • If you knew, would you do your job better? • If you knew the results of your work? • Know your strengths • Work on weaknesses • Praise, Praise, Praise

7. Tips before implementing • Obtain buy-in from agents • Let agents review questions • Listen to their own calls • Listen to other agents/peers calls • Managers answer calls too

8. Attitude • Do you want to answer the phone? • Phone rings • Excited? • Sigh? • Inconvenienced?

9. Customer Service "If the customer feels like it was poor service, then it was poor service. We are in the customer service perception business”

10. The University of Miami Way 10 70%

11. University of Miami Approach - Scoring • Subjective • Maybe • Not sure • Hmm • I think so • Objective • Yes • No

12. Four Part Scoring • Greeting the customer • Key points during the call • Ending the call • Behavioral Questions

13. Smile and say

15. Survey Says • 100 people surveyed - the top 3 answers • What are the opening questions and/or statements an agent speaks when answering a call?

16. Greeting the Customer Name² Introduce yourself 1 2 How may I help you 3

17. Survey Says • 100 people surveyed - the top 10 answers • What are key points the agent must communicate during the call?

18. Key Points During the Call ID Customer Dept Plan of Action 1 6 Verify Address Timeline for Resolution 2 7 Verify Phone Number Provide Tracking # 3 8 Verify Tracking # Transferring Calls 4 9 Summarize Call Placing on Hold 5 10

19. Survey Says • 100 people surveyed - the top 5 answers • What are key points the agent must communicate when ending the call?

20. Ending the Call End call on positive note Offer further assistance 1 Thank customer for calling 2 Encourage future calls 3 4 Allow customer to have last word 5

21. Survey Says • 100 people surveyed - the top 5 answers • What type of behavioral tendencies did the agent perform throughout the call?

22. Behavioral Questions Apologize for inconveniences caused Answered all caller’s questions 1 Attitude positive and friendly 2 Speak audibly and clearly 3 4 Courteous and empathetic 5

23. Results & Feedback • Weaknesses • Corrective actions • Constructive feedback • Strengths • Good workers – listen • Change and become better • Become star performers

24. Taking it to another level • Use an incident for same call • Follow the trail from beginning to end • To post or not to post? • Create competition

27. Must haves • Create a good first impression • Placing on hold correctly • Transferring calls • Leaving messages

28. Four takeaways • Setting expectations • Template to get you started • Guidelines for coaching • Recognize star performers

29. Contact information Eddie Vidal evidal@miami.edu evidal@soflahdi.com 305-439-9240 Questions and Thank You