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.. Call Centre Training & Development Service Quality Tracking CRM Tools Service Quality Management Training .About SPONGE«. Sponge Global Learning is a consulting company that assists call centers in their service quality measurement and management efforts by providing the following products and services.
Call Centre Consultancy Service Quality Call Centre Consultancy Program about? Comprehensive 6 months Call center development initiative .
Call Centre Consultancy Industries Types« Telecommunications Energy Call Types« Transportation Inquiries Retail Orders Banks Sales Insurance Manufacturing Complaints Helpdesk Government Dispatching Credit Access Types« Telephone Fax Website Email Chat Lines .
Call Centre Service Quality Presentation Overview Goals Methodology Approach Best Practices Balanced Scorecard Customer Metrics Employee Metrics .
Program Goals« Call Center Mission Call Center KPI¶s Training Coaching Satisfaction ratings for key customer and employee attributes Cost of delivering call centre customer satisfaction Importance ranking for key customer and employee attributes Benchmarking customer and employee satisfaction and operational performance Targeting opportunities for key customer and employee attributes improvement Best practices for achieving high customer and employee satisfaction .
Quality Monitoring Walk Around Side by Side Plug In Silent Monitoring Record & Review Voice & Screen Best practices for achieving high customer and employee satisfaction .
Evaluation Peer Mentor Team Leader Supervisor Quality Team Outsiders Best practices for achieving high customer and employee satisfaction .
Methodology« Measuring Operations .
Call Centre Service Quality Metric Alignment Employee Survey Customer Survey Metric Alignment Call Centre Stats Call Coaching .
Employee Methodology« Random sample or all the employees working at the call centre are interviewed Interviews are conducted at the call centre or by telephone or email. Specific employee ratings and feedback does not get shared The call centre employee satisfaction interview is approximately 20-30 minutes The call centre employee satisfaction interview is a ³one-on-one focus group´ approach consisting key questions .
.Customer «««.« The call centre customer satisfaction telephone survey is approximately 7 ± 8 minutes Call centre customer satisfaction telephone survey is a ³one-on-one focus group´ approach consisting of key questions Telephone surveys are conducted within 1 to 5 days of a recent call centre transaction (Duration to be decided by the Client) Call centre survey sample size is is decided by the client.
labour.Operations Methodology« Call Centre managers complete a service quality operational questionnaire Questionnaire is based on 4 leverage areas that are needed to achieve service excellence (i. training days. strategy.e. labour cost.e. etc) . calls handled. service levels. abandon rates. measurement and technology) A tool is being used by sponge consultants and UAL management to determine the levels Call centre operational questionnaire captures crucial operational metrics areas (i.
Best Practices Current Practices« Call Centre CSR Handles all Calls Employees are an Expense Script Focused Talk Time One Call does it all Technology used for Efficiency Internally Focused Limited E-Commerce Generalist Cost Centre Best Practices« Customer Contact Centre CSR Handles Value Added Calls Employees are an Investment Customer Focused Call Quality One Contact does it all Technology used for Service Externally Focused Managed E-Commerce Specialist Profit Centre .
Best Practices Current Practices« Treated the Same Limited Data Base Limited/No Career Options Complaint Handling Internal Service Goals Limited or No Standards Company Driven Policies Limited Control on Bonuses Company Needs IVR/Voice Menu Call Compliance Mix of Part/Full Time Employees Limited Recognition Best Practices« Customer Segmentation Comprehensive Data Base Formal Career Planning Complaint Handling/Managing Internal & External Service Goals Customer Service Standards Customer Driven Policies Aligned to Customer Satisfaction Customer Driven IVR/Voice menu Employee Development Most Employees are Full Time Informal/Formal Recognition .
Call Centre Adopted from Balanced Scorecard Customers Employees Operations Financial .
Call Centre Balanced Scorecard Key Metrics Customers -Customer Satisfaction -Customer Contribution -Ease of Contact -Voice Menu -Automated Voice Menu -Rep. Clarity -Rep. Courtesy -Rep. Knowledge -Rep. Helpfulness -Call Resolution -Complaint Resolution Employees -Employee Satisfaction -Employee Commitment -Training -Career Opportunities -Rewards Recognition -Monitoring & Coaching -Employee Morale -Management -Communication -Scheduling -Standards -Compensation -Software -Work Stations Operations -Telephone Service Factor -Speed of Answer -Abandon Rate -% of Calls resolved in IVR -Busy Signal -Talk Time -Wrap-up Time -Calls Handled Per CSR -Call Monitoring -Adherence -Scheduling Financial -Cost Per Call -Daily Sales Per CSR -Cost Per Sale -CSR Salary -CSR Bonus -Span of Control -Employee Turnover % -Cost of a new CSR .
Call Centre Service Quality Metric Alignment« Balanced Scorecard Customers Ease of Contact Employees CSR Calls Handled Per Hour Operations Telephone Service Factor Abandon Rate Financial Cost Per Call Value Per Call Telephone Service Factor Voice Menu Voice Menu Transfers Cost Per Call Value Per Call Transfers IVR Transaction IVR Calls Resolved in IVR Cost Per Call Value Per Call Training Customer Care Coaching Call Monitoring Cost Per Call Value Per Call Training Call Resolution Coaching Lagging Leading 1st Call Resolution Cost Per Call Value Per Call .
Building a Team Outbound Team Retreat Best practices for achieving high customer and employee satisfaction .