2013 HDI Session 607: Call Monitoring Scoring for Success
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Transcript of 2013 HDI Session 607: Call Monitoring Scoring for Success
Session 607: Call Monitoring: Scoring for Success
University of Miam
i University of M
iami
Eddie Vidal • HDI & Fusion Track Chair • HDI & Fusion Conference Speaker • HDI Strategic & Member Advisory
Board • HDI Southeast Regional Director • President of South Florida HDI Local
Chapter • Published in Support World
Magazine • HDI Support Center Manager
Certified • ITIL V3 Foundation & OSA Certified
Manager, Medical IT Service Desk [email protected]
[email protected] 305-439-9240 2
@eddievidal
http://www.linkedin.com/in/eddievidal
University of Miam
i University of M
iami
Objectives
• Setting expectations • Template to get you started • Guidelines for coaching • Recognize star performers
University of Miam
i University of M
iami
Why do we monitor and record calls?
• Evaluate agent performance on “soft skills”
• Compliance and directives • Capture and share valuable business
intelligence
University of Miam
i University of M
iami
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?
University of Miam
i University of M
iami
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
University of Miam
i University of M
iami
•Certificates •Movie Tickets •Employee chooses award •Nominated for HDI award •Wall of Fame •Monthly $20 award / up to 5 people •Recognition at meetings •Analyst/Technician of the period •Coffee cards or other gift cards •Service super stars share cake/dinner •Hand written “thank-you” note from manager •Name in agency newsletter
Recognizing Top Performers
7
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i University of M
iami
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
University of Miam
i University of M
iami
Attitude
• Do you want to answer the phone?
• Phone rings o Excited? o Sigh? o Inconvenienced?
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i University of M
iami
Customer Service
"If the customer feels like it was poor service, then it was poor service. We are in the customer service perception business”
University of Miam
i University of M
iami
The University of Miami Way
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iami
University of Miami Approach - Scoring
• Subjective – Maybe – Not sure – Hmm – I think so
• Objective – Yes – No
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iami
Four Part Scoring
• Greeting the customer • Key points during the call • Ending the call • Behavioral Questions
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iami
Smile and say
University of Miam
i University of M
iami
University of Miam
i University of M
iami
Survey Says
• 100 people surveyed - the top 3 answers
• What are the opening questions and/or statements an agent speaks when answering a call?
Greeting the Customer
Name²
How may I help you
Introduce yourself
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i University of M
iami
Survey Says
• 100 people surveyed - the top 10 answers
• What are key points the agent must communicate during the call?
Verify Phone Number
Verify Tracking #
Summarize Call
ID Customer Dept
Verify Address
Provide Tracking #
Transferring Calls
Placing on Hold
Plan of Action
Timeline for Resolution
Key Points During the Call
University of Miam
i University of M
iami
Survey Says
• 100 people surveyed - the top 5 answers
• What are key points the agent must communicate when ending the call?
Ending the Call
End call on positive note
Allow customer to have last word
Thank customer for calling
Offer further assistance
Encourage future calls
University of Miam
i University of M
iami
Survey Says
• 100 people surveyed - the top 5 answers
• What type of behavioral tendencies did the agent perform throughout the call?
Behavioral Questions
Apologize for inconveniences caused
Courteous and empathetic
Attitude positive and friendly
Answered all caller’s questions
Speak audibly and clearly
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i University of M
iami
Results & Feedback
• Weaknesses – Corrective actions – Constructive
feedback
• Strengths – Good workers –
listen – Change and
become better – Become star
performers
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i University of M
iami
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
Call Monitoring Score
27
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iami
Must haves
• Create a good first impression • Placing on hold correctly • Transferring calls • Leaving messages
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iami
Emails
• Support World Nov/Dec 2010
• Leslie O'Flahavan • www.ewriteonline.
com • Twitter: @LeslieO
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iami
• Subject Line • Personalize by name • Answer questions • Polite, Personal,
Professional • Link to additional
support (KB, wiki) • Contact info • Tracking Number
Email Monitoring
University of Miam
i University of M
iami
Message Subject: Advisory All efforts to restore service levels to normal have been unsuccessful. The vendor is requesting that the PBX is rebooted at 1:00 p.m. to prevent further widespread outages. It will take 3-5 minutes maximum for service to be restored after reboot. Please remind all Call Centers Agents to log back in. This does not pertain to Voice Over IP (VoIP) services. Ancillary services tied to the PBX may take longer to be fully restored. If you have any questions, please contact the IT Support Center at 305 555-6565, or email us at [email protected]
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i University of M
iami
Chat Monitoring
• Keep it professional • No slang terms, grammar is important • Not texting (U, UR, LOL )
University of Miam
i University of M
iami
Four takeaways
Setting expectations Template to get you started Guidelines for coaching Recognize star performers
Thank You for Attending
Contact Information Eddie Vidal 305-439-9240 [email protected] [email protected]
@eddievidal
http://www.linkedin.com/in/eddievidal
Please Complete the Session Evaluation