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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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slide1

Let Your Customers Define Great Service

EchoTM The Ultimate Service Improvement System

highlights
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
purdue university and benchmarkportal

Purdue University andBenchmarkPortal

A Datamart of Best Practices

executive summary
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
slide7

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.

slide8

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.

listening to the voice of the customer by dr jon anton benchmarkportal the industry standard

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

slide13

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

slide14

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…

in summary our study found
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:
slide17

To change the results…

start with the fundamentals

slide19
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

from our study most call centers need help
From our study,

most call centers need help…

slide22

New “Monitoring” Approach

Service Experience

Accuracy “Audit”

Monitoring

slide23

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

slide24

New “Monitoring” Approach

Service Experience

Accuracy “Audit”

This is done by the internal quality assurance team.

Monitoring

slide25

“Monitoring” Components

Monitoring

“So, who does what in the new model”

slide26

“Monitoring” Components

Service Experience

(monitored by the caller)

Monitoring

slide27

“Monitoring” Components

Service Experience

  • What did the caller perceive about their call experience?

Monitoring

slide28

“Monitoring” Components

Service Experience

  • What did the caller perceive about their call experience?
  • What was the emotional memory of the event?

Monitoring

slide29

“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

slide30

“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

slide31

“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

slide32

“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

slide33

“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

slide34

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.

slide36

The Echo Model

CustomerOpinion

Echo brings the voice of the customer to the core of the call center business.

slide37

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)

slide38

PBX/ACD

Public Telephone Network

Customer Calls

1

slide39

Call Center

IVR System

PBX/ACD

Public Telephone Network

2

slide40

PBX/ACD

Call

Center

Public Telephone Network

Agent Responds

Call Center

IVR System

3

slide41

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

slide42

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

slide43

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

slide44

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

slide45

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

slide46

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

slide47

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)

slide48

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)

slide49

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

slide50

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

slide51

Echo™

IVR System

“Would You

Respond to

Our Survey?”

Survey

Fielding

Manager

Call

Center

Supervisor

Agent Responds

PBX/ACD

Echo™

Reporting System

(On or Off Premise)

Call Center

IVR System

13

slide52

Echo™

IVR System

“Would You

Respond to

Our Survey?”

Survey

Fielding

Manager

Call

Center

Supervisor

Agent

Agent Responds

PBX/ACD

Echo™

Reporting System

(On or Off Premise)

Call Center

IVR System

14

slide53

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)

slide55

Agents have instant access to their customers’ feedback.

This agent knows that in the past 30 days almost 94% of her customers have been satisfied or very satisfied with the service she provides.

Your agent can access specific information by clicking on any of these.

slide56

Your agents will see how their performance compares to that of their peer groups.

In January, this agent surpassed her peers’ average in creating satisfied customers.

ranked by of customers that were very satisfied top box
Ranked by % of customers that were “very satisfied” (top box)

This agent could use immediate coaching.

This agent is leading the pack in creating very satisfied customers. Reinforce this behavior.

slide62

Echo’s service recovery process

  • Identifies where service efforts have failed
  • Helps you determine where recovery opportunities exist
  • Centralizes service recovery with a designated group of turnaround experts
  • Tracks the effectiveness of various service recovery methods
effective service recovery pays off

78%

Product with no problems

Product with problems and an

Ineffective Customer Care

Center (calls and e-mails)

32%

Effective Service Recovery Pays Off

Customer Situation

Re-Purchase Probability

Product with problems and an

Effective Customer Care Center

89%

slide64

eBay Case Study

When you put your customer in the evaluator seat, great things can happen!

slide65

Note that Ebay’s customer satisfaction scores rose by 12% in one year thanks to Echo.

Ebay’s customer satisfaction results with Echo

key points
Call centers have a proven impact on a company’s brand loyalty

Benchmarking against the best in your peer group identifies improvement initiatives

Caller feedback is now easily obtained and can be delivered to the agent in real-time for behavioral change

Key Points
slide72

Call Center Balanced Performance Matrix

2

1

4

3

Lowest Operating Expenses

slide73

So, if you give me 12 key

performance indicators…

slide74

Call Center Balanced Performance Matrix

2

1

4

3

Lowest Operating Expenses

You will learn where you are on this matrix in 20 minutes…and it is FREE!

slide75

Call Center Balanced Performance Matrix

2

1

4

3

Lowest Operating Expenses

here..?

slide77

Call Center Balanced Performance Matrix

2

1

4

3

Lowest Operating Expenses

here..?

slide78

Call Center Balanced Performance Matrix

2

1

4

3

Lowest Operating Expenses

here..?

slide79

Call Center Balanced Performance Matrix

2

1

4

3

Lowest Operating Expenses

Or here..?

slide81

Contact us today to learn more about what Echo can do for you!

805.614.0123 ext.25

BruceBelfiore@BenchmarkPortal.com