Customer Satisfaction and Quality
33
In North America Please dial toll free 1.866.779.1231 From outside North America dial +1.905.323.4800 (Long Distance Charges will apply) When prompted please enter Participant code 7247571 Welcome We will begin in a few We will begin in a few minutes minutes Translating Call Quality into better Translating Call Quality into better Customer Satisfaction. Customer Satisfaction.
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In North America Please dial toll free
1.866.779.1231
From outside North America dial+1.905.323.4800
(Long Distance Charges will apply)
When prompted please enter Participant code 7247571
Welcome
We will begin in a few minutesWe will begin in a few minutes
Translating Call Quality into betterTranslating Call Quality into betterCustomer Satisfaction. Customer Satisfaction.
In North America Please dial toll free
1.866.779.1231
From outside North America dial+1.905.323.4800
(Long Distance Charges will apply)
When prompted please enter Participant code 7247571
Welcome
Translating Call Quality into betterTranslating Call Quality into betterCustomer Satisfaction. Customer Satisfaction.
Did you know you can access all our Webinars ON
DEMAND?
Go to
www.transcom.com/northamerica
and click on “Solutions”
In North America Please dial toll free
1.866.779.1231
From outside North America dial+1.905.323.4800
(Long Distance Charges will apply)
When prompted please enter Participant code 7247571
Welcome
Translating Call Quality into betterTranslating Call Quality into betterCustomer Satisfaction. Customer Satisfaction.
In North America Please dial toll free
1.866.779.1231
From outside North America dial+1.905.323.4800
(Long Distance Charges will apply)
When prompted please enter Participant code 7247571
Welcome
Translating Call Quality into betterTranslating Call Quality into betterCustomer Satisfaction. Customer Satisfaction.
Daniel WillisCorporate Marketing and SalesTranscom North America & Asia
Transcompresents…
Translating Call Quality into betterTranslating Call Quality into betterCustomer Satisfaction. Customer Satisfaction.
Translating Call Translating Call Quality into BetterQuality into Better
Customer Customer Satisfaction Satisfaction
April 15, 2010
Transcompresents…
Call Monitoring Best Call Monitoring Best PracticesPractices
Call monitoring efforts to Call monitoring efforts to help you achieve or help you achieve or improve customer improve customer satisfaction satisfaction
Factors driving customer Factors driving customer satisfaction and sales satisfaction and sales
Link your call monitoring Link your call monitoring results with world-class results with world-class customer satisfaction customer satisfaction results.results.
Case StudiesCase Studies
Agenda
IVRIVR
Email SurveyEmail Survey
Live Call Outs Live Call Outs
NoneNone
Customer Service Satisfaction
Surveys
What Call Center method are you using to survey your Customers’ Satisfaction?
4%
19%
55%
13%9%
0%
10%
20%
30%
40%
50%
60%
World Class Best-in-Class Average Below Average Poor
95% of call centers use 95% of call centers use call monitoring call monitoring
77% provide average or 77% provide average or below average customer below average customer service despite call service despite call monitoring practicesmonitoring practices
4% attain world class 4% attain world class levels of customer levels of customer serviceservice
~SQM Group~SQM Group
Supervisor?Supervisor?
Peer?Peer?
Call Monitoring Team?Call Monitoring Team?
Coaching?Coaching?
Recording?Recording?
Measures?Measures?
Are your customers Are your customers benefiting from your benefiting from your call monitoring call monitoring practices?practices?
Agent Drivers
Non Agent Drivers
Increases in customer satisfaction
Attract new customers
Identify cross-sales opportunities
Discover ideas for new products and services
Prioritize performance improvement initiatives
Improve customer service
Attribute sales performance
Define Customer Requirements
Design Products and Services that
meet Customer Expectations
Deliver Products and services free
of problems defects
Provide Excellent Customer Service
Fix any Problems
Maximum Customer Satisfaction and LoyaltyMaximum Customer
Satisfaction and Loyalty
Define Customer Requirements
Design Products and Services that
meet Customer Expectations
Deliver Products and services free
of problems defects
Provide Excellent Customer Service
Maximum Customer
Satisfaction and Loyalty
Fix any Problems
Effective Customer Contact
Management
Resolve Customer Problems and
Complaints Effectively
Identify Sources of Dissatisfaction
Root Cause Analysis
Implement Changes
Feed Back for Eliminating Sources of Dissatisfaction and for Satisfying Customers
Define Customer Requirements
Design Products and Services that
meet Customer Expectations
Deliver Products and services free
of problems defects
Provide Excellent Customer Service
Maximum Customer
Satisfaction and Loyalty
Fix any Problems
Effective Customer Contact
Management
Resolve Customer Problems and
Complaints Effectively
Identify Sources of Dissatisfaction
Root Cause Analysis
Implement Changes
Feed Back for Eliminating Sources of Dissatisfaction and for Satisfying Customers
+ + =
First Call ResolutionFirst Call Resolution
FCR = 73% CSATFCR = 73% CSAT
SCR = 58% CSATSCR = 58% CSAT
First Call ResolutionFirst Call Resolution
FCR = 73% CSATFCR = 73% CSAT
SCR = 58% CSATSCR = 58% CSAT
POV?POV?
Company Level = 84%Company Level = 84%
Customer Level = 65%Customer Level = 65%
Align Align call monitoring call monitoring measures with customer measures with customer satisfaction survey satisfaction survey measures. measures.
You may find big You may find big differences and differences and challenges in aligning challenges in aligning call monitoring with call monitoring with customer satisfaction customer satisfaction surveyssurveys
Align Align
Understand via CSATUnderstand via CSAT
Monitor same CSAT Monitor same CSAT calls calls
Analyze disparityAnalyze disparity
Implement new Implement new practicespractices
Retest until alignedRetest until aligned
CSAT Agent Driver Chart
-2.00%
0.00%
2.00%
4.00%
6.00%
8.00%
10.00%
12.00%
14.00%
16.00%
18.00%
Courtesy Rapport Empathy Energy Engage Assess Probe AccurateResolution
Recap KeyPoints
Educate
Week 53
Week 1
Week 2
Week 3
Week 4
CSAT Agent Driver Chart
-2.00%
0.00%
2.00%
4.00%
6.00%
8.00%
10.00%
12.00%
14.00%
16.00%
18.00%
Courtesy Rapport Empathy Energy Engage Assess Probe AccurateResolution
Recap KeyPoints
Educate
Week 53
Week 1
Week 2
Week 3
Week 4
CSAT Non Agent Driver Chart
-2.00%
0.00%
2.00%
4.00%
6.00%
8.00%
10.00%
12.00%
14.00%
16.00%
18.00%
Term
s
Attem
pt to
TS
Days
to S
ervic
e
Aware
Cost o
f Ser
vice
Cost o
f Par
t
Days
to S
ervic
e
Orgina
l Pur
chas
e
Agent
Exp
erien
ce
On Site
Tec
h
Proce
ss o
r Poli
cy
ASA (que
ue ti
me)
Week 53
Week 1
Week 2
Week 3
Week 4
More than 20 years
Treated poorly
Service Doesn’t work
Tech calls always rescheduled
I want a refund
More than 20 years
Treated poorly
Service Doesn’t work
Tech calls always rescheduled
I want a refund
Non-Agent DriversNon-Agent Drivers
Past ExperiencePast Experience
Quality of ServiceQuality of Service
PricePrice
Non-Agent DriversNon-Agent Drivers Sub DriversSub Drivers
Past ExperiencePast Experience CRM HistoryCRM History Time FramesTime Frames
Quality of ServiceQuality of Service
PricePrice
More than 20 years
Treated poorly
Service Doesn’t work
Tech calls always rescheduled
I want a refund
Non-Agent DriversNon-Agent Drivers Sub DriversSub Drivers
Past ExperiencePast Experience CRM HistoryCRM History Time FramesTime Frames
Quality of ServiceQuality of Service Reason For ReschedulingReason For Rescheduling No Technicians AvailableNo Technicians Available
Technician Schedule Technician Schedule AdherenceAdherence
Service Calls Not BookedService Calls Not Booked
PricePrice
More than 20 years
Treated poorly
Service Doesn’t work
Tech calls always rescheduled
I want a refund
Non-Agent DriversNon-Agent Drivers Sub DriversSub Drivers
Past ExperiencePast Experience CRM HistoryCRM History Time FramesTime Frames
Quality of ServiceQuality of Service Reason For ReschedulingReason For Rescheduling No Technicians AvailableNo Technicians Available
Technician Schedule Technician Schedule AdherenceAdherence
Service Calls Not BookedService Calls Not Booked
PricePrice Can’t Use ServiceCan’t Use Service Make RefundMake Refund
Provide Equal Time FreeProvide Equal Time Free
More than 20 years
Treated poorly
Service Doesn’t work
Tech calls always rescheduled
I want a refund
Case StudiesCase Studies
Telecommunications
Food Service
Appliance – Parts and Repair
Telecommunications
Food Service
Appliance – Parts and Repair
IssueIssueFirst Call Resolution First Call Resolution
SolutionSolutionSuper AgentSuper Agent
OutcomeOutcomeImproved Client, Customer Improved Client, Customer and Employee Satisfactionand Employee Satisfaction
Telecommunications
Food Service
Appliance – Parts and Repair
IssueIssueSoft SkillsSoft Skills
SolutionSolutionTTone, compassion, appreciation, one, compassion, appreciation, empathy, active listening, empathy, active listening, sensitivity, professionalism, sensitivity, professionalism, loyalty, and word choicesloyalty, and word choices
OutcomeOutcome10% increase in Customer 10% increase in Customer SatisfactionSatisfaction
Telecommunications
Food Service
Appliance – Parts and Repair
IssueIssueKnowledge, ConfidenceKnowledge, Confidence
Dead air, Hold times Dead air, Hold times
Missed AppointmentsMissed Appointments
Lack of PartsLack of Parts
SolutionSolutionRecursive Training, EmpathyRecursive Training, Empathy
OutcomeOutcomeOpened communications Opened communications from Agents to Client from Agents to Client departmentsdepartments
