Witness_User_Meeting - Copyright 2004 Echo TM The Ultimate...

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Unformatted text preview: Copyright 2004 Echo TM The Ultimate Service Improvement System Let Your Customers Define Great Service Copyright 2004 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 Copyright 2004 Introduction to BenchmarkPortal Copyright 2004 Purdue University and BenchmarkPortal A Datamart of Best Practices Copyright 2004 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 Copyright 2004 The IMPACT of your call center on company image and brand. Copyright 2004 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. Copyright 2004 Ninety-two percent said their experience was important in shaping their image of the company. Very Important Somewhat Important Not at All Important Percent 8 60 50 40 30 20 10 49 43 Copyright 2004 Do you ask your callers for their feedback regarding their call experience? Copyright 2004 Every Customer Has Opinions even if no one asks! Copyright 2004 Listening to the Voice of the Customer . by Dr. Jon Anton BenchmarkPortal The Industry Standard Copyright 2004 Copyright 2004 Tragically caller feedback is seldom used where it can do the most good namely changing agent behavior. Copyright 2004 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 Copyright 2004 Copyright 2004 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 Copyright 2004 To change the results start with the fundamentals Copyright 2004 The Emerging Model Copyright 2004 1. Customer should be the one to evaluate their service experience 2. Metrics aligned to drive right behaviors 3. Easy method to hear what customer is saying (implied and direct) 4. Coaching now truly about agent development Emerging Model Principles Copyright 2004 From our study, most call centers need help Copyright 2004 The caller is willing to help for free! Copyright 2004 New Monitoring Approach Service Experience Service Experience Accuracy Audit Accuracy Audit Monitoring Copyright 2004 New Monitoring Approach Service Experience Service Experience This is done by asking the caller to monitor and score the quality aspects of their own call.of their own call....
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This note was uploaded on 02/22/2012 for the course CSR 309 taught by Professor Staff during the Fall '08 term at Purdue University-West Lafayette.

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Witness_User_Meeting - Copyright 2004 Echo TM The Ultimate...

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