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Dr. Jon Anton
Director of Research Center for Customer-Driven Quality Purdue University
A special thanks to our Sponsor:
• Monitor and evaluate your calls overnight • Recommend specific actions for coaching • Off-premises and on-demand
Some amazing statistics…!!!
200.000 + The number of contact centers in the world… .
000.000.15.000 + The number of contacts between customers and companies in 2007… .
50 + Average number of agents per contact center… .
5.000+ Approximate number of agents working in contact centers worldwide… .000.
Contact Centers are: .
a BIG industry… that requires a lot of people… and complex enabling technology .
A very exciting time to be in customer service contact centers! .
com Search for: ―Monitor and Coaching‖ Call Monitoring and Agent Coaching .BenchmarkPortal.All slides can be found as follows: Go to: www.
TM Call Monitoring and Agent Coaching Your Name Here has attended a seminar focused on Call Monitoring and Agent Coaching leading to operational efficiency and effectiveness. March 2007 .
Agent coaching best practices 4. Call monitoring best practices 5. Conclusions and Recommendations Call Monitoring and Agent Coaching .Topics 1. The 24 key processes in all call centers 3. Return on investment (ROI) 7. Example of evaluations tied to coaching 6. Introduction to BenchmarkPortal 2.
Introduction to BenchmarkPortal… Call Monitoring and Agent Coaching .1.
The BenchmarkPortal Database • Largest call center performance database in the world • Collecting data since 1995 • Over 46.000 members of our Benchmarking Community Call Monitoring and Agent Coaching .
Multi-Channel Benchmarking Telephone IVR Email Chat Web self-service Call Monitoring and Agent Coaching .
2.Benchmarking Center Processes 1. 3. 6. Call Monitoring and Agent Coaching . Hiring Screening Compensation Monitoring Coaching Many more…. 5. 4.
We aggregate the data into Business Intelligence Call Monitoring and Agent Coaching .
Metrics related to “Quantity” of calls handled .
Metrics related to “Quantity” of calls handled .
Compared you to others in the Metrics related to “Quantity” of calls handled your industry… .
Performance Matrix Quality Sat Caller Cost .
The ―real‖ challenge is: ―balancing Quality and Cost…‖ .
Performance Matrix Cost Index .
Performance Matrix High Low .
Performance Matrix Quality Sat Caller Index Cost Index .
Low Caller Sat High Performance Matrix Cost Index .
Which quadrant are you in ? Cost .Performance Matrix Quality Sat Caller Please take a quick guess….
Performance Matrix High Quality Corporate Liability Low Cost .
The Quality Index This is where you want to be The Cost Index .
Your name here .
Centers of Excellence are the BEST because they focus on implementing BEST Practices. .
processes.“Best Practices” result when highly creative companies optimize the combination of people. and technologies to achieve the highest possible customer satisfaction at the minimum cost… Call Monitoring and Agent Coaching .
2. Twenty-four key processes in all call centers Call Monitoring and Agent Coaching .
Telephone Channel Internal Metrics Moment of Truth ―The Call‖ External Metrics AHT ACWT Response Time Service Level Customer Experience • Reaching an agent • Getting a response • Issue resolved And More 24 processes that Impact ―The Call‖ Call Quality Monitoring Hiring New Employees Training Employees Employee Development Call Routing Reporting And eighteen more processes… .
24 Processes affecting ―The Call‖ Hiring New Employees Training Agents Agent Development Real-Time Expert Help for Agents Agent Compensation Telephone Service Improvement Information Access Agent Workforce Optimization Call Quality Monitoring Agent Coaching Call Routing Analytics and Reporting Call Center Performance Evaluation Caller Satisfaction Measurement Caller Service Recovery Agent Satisfaction Measurement Caller Self Service Performance Benchmarking CRM Implementation Teleservices Outsourcing Facilities Management Information Technology Telecommunications Call Center Communications .
We expect our Agents to do “everything!” handle more customers handle more volume give customers choice and control be more available and accessible incorporate new technologies address more complex requests provide more information personalize it do it faster lower costs ensure closure and commitment deliver “great” service generate revenue .
3. Best Practices in Coaching Call Monitoring and Agent Coaching .
What can we learn from Professional Coaches? .
• the number of total players (50) on a team is controlled (football). the following are universal ―equalizers‖ • • • • the size of the arena is fixed. the selection of players is controlled by league rules. Call Monitoring and Agent Coaching .In sports. the caliber of the referees is universal. • there is a ―salary cap‖ for the total team. the rules of play are set in concrete. which limits the ―rich from getting richer‖. • to name only a few.
• agents are culturally different.In call centers. • the ratio of coaches to agents is different • who does the coaching is different Call Monitoring and Agent Coaching . almost everything is uncontrolled regarding coaching • the budget allocate to coaching is different at every call center. • agents are geographically different.
―The only thing we have to fear is fear itself. Roosevelt • • • • Longest serving President Great depression President World War II President Coaching a nation ." Franklin D.
Known as one of the most innovative and charismatic coaches of his era. Coached Notre Dame to five undefeated seasons without a tie. • • ." Knute Rockne • Knute Rockne had such an outstanding career that he is an American folk hero."Build up your weaknesses until they become your strengths.
but really it’s teaching!‖ Vince Lombardi • Super Bowl trophy was named the Vince Lombardi Super Bowl Trophy Named NFL Coach of the Year in 1959 Named NFL Coach of the Decade in the 1960s • • .―They call it coaching.
Led her teams to 20 NCAA Tournament appearances • . seek first to discover before passing judgment!‖ Charlene Stringer • The only coach in NCAA history to lead three different women's programs to the NCAA Championships.―When coaching.
Olympic team to beat the Soviets. considered by many to be the greatest ice hockey team in the world at the time.S. . he coached the U.‖ Herb Brooks Considered by many to be the greatest ice hockey coach ever.―I'm here to be your coach… I'm not here to be your friend. In 1980.
The first coach in Colts history to make the playoffs and win at least 10 games in six consecutive years. But. when I get really mad….‖ Tony Dungy • First African-American head coach to win the Super Bowl on February 4. when his Indianapolis Colts defeated the Chicago Bears.―I don't yell a lot. I whisper . I usually talk at the same volume I'm talking now. In fact. 2007. yelling will be rare. When I get mad. • .
―Most people have the will to win.‖ Bobby Knight • • • Had 902 career wins Winningest coach in history National coach of the year four times . few have the will to prepare to win.
‖ Patricia Summitt • As head coach of the 1984 U. saw her team bring home the gold. Olympic Women’s Basketball Team. Women’s U. because my mother showed affection .S.‖ ―I don’t mind showing affection.S. because my dad was tough. The first woman basketball coach to break the milliondollar-a-year salary ceiling. • .―I don’t mind being tough.
• He was the third winningest head football coach in the country .―Just because a guy doesn’t have experience doesn’t mean he won’t be good.‖ Lou Holtz • He is the only coach in NCAA history to lead six different programs to college bowl games.
• Holds more bowl victories (24) than any coach in history.‖ Joe Paterno Coaching is a learned skill that needs to taught. least once. Sugar and the Cotton Bowl. at developed.―Believe deep down in your heart that you're destined to do great things . Fiesta. • be Is the only coach to have won each of the current five major practiced. Orange. andbowls continually —Rose. .
―A coach is someone who can give correction without causing resentment.‖ John Wooden Coached UCLA Bruins Basketball 10 national championships (7 of them in a row) 88 consecutive victories .
The art of mastering change and standing for values that don’t change 2. The science of motivating people to meet ―their‖ goals 3. The ability to inspire and develop others 4.What is coaching is: 1. The science of protecting your ―students‖ from danger and exposing them to reality Herb Brooks . The art of creating a vision and coaching others to strive to achieve it 5.
Purdue Research What is the coaching status at best-inclass call centers in our database? Call Monitoring and Agent Coaching .
Who does agent coaching at your center? Supervisors Team leads Managers Trainers Q/A team Full-time Coaches 0% 72% 51% 49% 33% 31% 9% 15% 30% 45% 60% 75% Percent of Respondents .
46% Neutral / Not Important 1.How important do you think coaching is to the success of your center? Very Important / Important 98.54% .
6% 34.6% 5.1% 20.2% 10% 20% 30% 40% 50% Percent of Respondents .How are coaches selected at your center? Don't have special selection process Special coaching training after promotion Period of on-the-job training before selection Proven coaching experience Coaching aptitude test 0% 43.5% 26.
8% 21.9% 13.6% 24.9% 33.2% 13.What kind of training does a new coach receive? Mentored by experienced coaches Coaching course from Training dept. Takes coaching workshop Reads books on coaching Coaching course from 3rd party No formal coaching training 0% 10% 20% 30% 53.3% 40% 50% 60% .
2% 1.3% 0% 10% 20% 30% 40% 50% 47.1% 3.6% 0.MOST important coaching attribute? consistent honest tactful patient understanding timely caring firm friendly demanding 5.3% 12.9% 1.9% 1.3% 14.1% Percent of Respondents .4% 12.
Purdue Research Agents will not actively look for reasons to leave the company when the supervisor: 1. shows flexibility in finding solutions to unique situations . coaches them personally to enhance their performance 3. treats them fairly 2. operates with integrity & consistency 5. advocates issues important to them 4.
Agent Attrition Problem 55% of front line workers are often thinking of quitting or are already making plans to quit within the next year Source: Sibson & Company Call Monitoring and Agent Coaching .
& Train an Agent = $6.High Cost of Agent Turnover • • • • Average Cost to Recruit. Hire.500/agent Annual Turnover Rate in 2007 = 23% Average Call Center Staffing in U.000 This Does Not Account for Hidden Costs . = 100 Agents Average Annual Replacement Cost of Turnover = $228.S.
Halting Payroll.Hidden Costs of Agent Turnover • • • • • • Lost Knowledge and Experience Impact on Employee Morale Rescheduling Costs to Balance Workload Overtime Costs to Maintain Coverage HR Costs of Separation (Exit Interviews. COBRA) Productivity Drop .
Employer’s Level of Influence over Employees’ Decision to Stay High Employees’ Level of Control over Decision to Leave Low High .
Who Should Coach the Agents? Call Monitoring and Agent Coaching .
it normally falls to the team lead • The least effect method is to have the QA person do the coaching Call Monitoring and Agent Coaching .Who Should Coach the Agent? • The primary coach should be the supervisor • If delegated.
Supervisor – The Critical Link I am the youngest member of the management team! I have the most direct reports! I have very little coaching experience! Oh my! .
How Often do Agents Need to be Coached? Call Monitoring and Agent Coaching .
the coaching should be immediate • New agents need to be coach much more often.Agent Coaching • Minimum five times per month • Preferably. potentially every day Call Monitoring and Agent Coaching . there should be coaching every week • If there is a problem detected in how the agent is handling customer calls.
The Best Way to Coach Agents Call Monitoring and Agent Coaching .
..? Why.ask questions like: • • • • John Wooden • Tell me about..Seek first to discover before rendering judgment…..? What do you think about…? How do you feel about…? What was your understanding…? ..
The Results 80/20 Coaching Rule (who does the talking) 80% 20% Agent Coach Call Monitoring and Agent Coaching .
Pat Summitt Pure listening is when you are NOT: • multitasking • thinking about lunch • watching people walk by your office • answering telephone calls • setting up appointments • text messaging .
How to Facilitate Constructive Performance Feedback Joe Paterno • A safe environment ensures honesty • Feedback should be specific and mutually developed • Build on strengths and unique potential • Dialogue creates shared responsibility • Challenging limiting assumptions leads to awareness and action .
―SMART‖ Performance Goal Setting Characteristics: Lou Holtz • Specific • Measurable • Agreed upon • Realistic • Time bound .
Are doers. but that they also live and breath it. Develop the individual to augment the team. select. retain the best people. Relentlessly upgrades the team by evaluating. . coaching. • Get under everyone’s skin. and building self-confidence. not preachers. • Ensure that people not only see the vision. Develop a strategy & vision for the individual. exuding positive energy and optimism.Purdue Research What Winning Coaches Do • • • • • Attract.
• Have the courage to make unpopular decisions and gut calls. and credit. . • Celebrate the successes of their people through their people. making sure their questions are answered with action. transparency. • Inspire risk-taking and learning by setting the example.Purdue Research What Winning Coaches Do (more) • Establish trust with candor. • Probe & push with a curiosity that borders on skepticism.
Agent Coaching Current State • Evaluation (evals) always late • Supervisors too busy to coach • Lucky to be coached a few times a month • No training for coaches • Agent often demoralized by untrained coaches • Process produces minimum behavioral changes • • • • Future State • • • • Move call monitoring to a third party located off-shore Add a caller feedback system Do more evals for less Ensure that all evals are ready for agent coaching at the beginning of the next day Drive feedback directly back to the agent thru a ―dashboard‖ for self management Don’t tie quality scores to performance pay Conduct word mining to ―dig deeper‖ into caller feedback Develop coaches into retention champions .
New Best Practices in Call Quality Management Call Monitoring and Agent Coaching .6.
What are a Caller’s Top Needs?? Call Monitoring and Agent Coaching .
We asked a statistical sample of callers and found the following hierarchy of needs… .
Hierarchy of Caller Needs Unique Advice Partner Know Me Value My Business Accurate Answer Caring. Empathic Voice Fast Access to Assistance .
What are the challenges in today’s call monitoring systems? Call Monitoring and Agent Coaching .
Call Monitoring and Agent Coaching .
So why isn’t your Agent monitoring process working today…? Call Monitoring and Agent Coaching .
Lack of time to monitor .
Call Center Time Management Quadrants
Important but Not Urgent Not Urgent and Not Important Important and Urgent Urgent but Not Important
Source: Stephen Covey
Let’s review the current approach to call monitoring
1. 2. 3. What did the caller perceive about their call experience? What was the emotional memory of the event? Did the call experience drive loyalty?
Were the company’s “policies” adhered to? 3. Were the company’s “procedures” followed? .Monitoring Components Compliance ―Audit‖ 1. Was the answer correct? 2.
• When call volumes go up. • Favoritism can occur due to normal promotion from within. • Monitoring scores are more often questioned when done by local staff.Challenges with Internal QA • Moving your best Agents off the phone to do quality monitoring. Call Monitoring and Agent Coaching . monitors often go back to call handling.
Outsourcer Time-Management Quadrants Important but Not Urgent Not Urgent and Not Important (Call Evaluations) Important and Urgent Urgent but Not Important Source: Stephen Covey .
or use any other criteria you set. • generate direct feedback to your Agents and/or Coaches Call Monitoring and Agent Coaching . • score for script adherence. grammar. • flag exception situations for your follow-up. intelligibility.An Outsourced Partner Can: • listen to your calls.
You set the schedule. the sampling and the reports.An Outsourced Partner Can: • Free-up your supervisors for agent development through coaching. daily or weekly reporting as well as annotated copies of all reviewed records so you can provide fast feedback to your agents. the criteria. • Get you feedback quickly by providing hourly. . • You’re in control. The outsourcer executes based on your instructions and change with you as your needs evolve.
Call Quality Monitoring Current State • Record calls • Random monitoring of individual agents • Fill out forms (check-lists) • Provide written feedback to agents • Give ―evals‖ to supervisors to coach • Tie quality scores to performance pay • Often takes top agents off of the phone to do QA • • Future State • • Move call monitoring to a third party located off-shore Do more evals for less Ensure that all evals are ready for agent coaching at the beginning of the next day Drive feedback directly back to the agent thru a ―dashboard‖ for selfmanagement Don’t tie quality scores to performance pay Conduct word mining to ―dig deeper‖ into caller feedback • • .
With this kind of feedback: • Coaches can focus on those Agents that really need coaching • Coaches can listen to those calls where the Agent scored poorly • Coaches can delegate service recovery on calls where the caller was disappointed .
. ROI for new best practices..8. Call Monitoring and Agent Coaching .
Biggest Savings for Outsourcing Call Monitoring • Save at least 20% off of current cost • Put your best Agents back on the telephone • Achieve the credibility of thirdparty impartiality Call Monitoring and Agent Coaching .
Effective agent coaching easily pays for it self many times over by: • • • • • • Reducing agent turnover (16%) Reducing call handle time (22%) Improving caller satisfaction (14%) Increasing sales (26%) Increasing sales add-ons (11%) Minimizing negative impact of complaints (18%) Call Monitoring and Agent Coaching .
Become Bilingual ASA ATT ROI EPS .
Up-sells improved 7%.Contact Center ―Lingo‖ • We increased contacts handled 12%. Call Monitoring and Agent Coaching . • We increased CSR Occupancy 10%. • We reduced average handle time 8%. • We benchmark in the top 20% of our industry.
000 per month Call Monitoring and Agent Coaching .Business ―Lingo‖ • We increased contacts handled by 12% and added $120.000 per month • Up-sells improved 7% or $52.000 in revenue per month • We reduced average handle time 8% and saved $28.
Show Results in Both Languages .
Peel the Onion – What are the layers of value? .
Basic Value Triad Customer Satisfaction Financial Measures Competitive Position .
ROIs need to be substantial! .
Conclusions and Recommendations Call Monitoring and Agent Coaching .9.
Aligning Vision with Action • • • Think Big Act Small Scale Quickly Call Monitoring and Agent Coaching .
instead pick the low hanging fruit • Improvement is a continuous process.Conclusions • Focusing on the ―little things‖ • Experimenting with what works best for you in coaching • Adopt a style that works for you • Don’t do everything at once. not a ―big bang‖ happening… Call Monitoring and Agent Coaching .
com Call Monitoring and Agent Coaching .Thank you…!!! Be in touch… DrJonAnton@BenchmarkPortal.
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