Cracking the Golden Egg… of Service, Sales and Retention for your Customer Services Teams

CCMA Network Forum

24th February 2010

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Agenda

Time Topic Presenter9.00 - 9.30 Registration Dorothy O'Byrne

9.30 - 10.00 Tour of SageFinola Maher / Michael Thompson / Natasha O'Neill / Paul Thompson

10.00 - 10.30 Welcome and Introduction Maurice Whelan

10.30 - 10.50 Sage Ireland's Training Journey to deliver Extraordinary Customer Experience Miriam Berney

10.50 - 11.10 First Call Resolution Natasha O'Neill / Maurice Whelan

11.10 - 11.30 Moving Technical Customer Support to Sales Leads Generation - "The Sage 50 Pilot" Katie Moynagh

11.30 - 11.45 Break

11.45 - 12.05Changing Technical Customer Support from a Cost Centre to a Profit Centre "Customer Support - Pro-Active Outbound Strategy"

Audrey Fevry / Maurice Whelan

12.05 - 12.25Retention Partnership: Wordbond & Sage "How effective processes and training can improve your retention rates"

Cormac Murphy

12.25 - 1.15 Wrap up & Group Discussion All1.15 - 2.00 Lunch

Introduction

Sage Ireland’s Training Journey to

deliver Extraordinary Customer

Experience

Miriam Berney

Productivity, Training & Quality Manager

Agenda

1. Background & Objectives of the training

2. Customer Services Training journey

3. Language, Tone & Pace (LTP) & Complaint handling workshops

4. Brain Friendly learning

5. Follow-up after the training…keeping it alive

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Objectives of the Training workshops

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• Increase FCR to 80%

• Empower our people to take ownership and resolve complaints

• Reduce the number of poor call standard complaints by 5%

• Resolve 90% of complaints within 5 working days

Customer Services Training Journey

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We are also working with Paramount HR to get our Customer Services induction training

Fetac Level 5 approved

Language Pace & Tone Workshop

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Learning outcomes

1.Understanding of what are customers Needs & Human experience

2.Explain the importance of building rapport & relationships

3.Identify our different types of customers

4.Know how to adapt your style to suit different customers

5.Demonstrate the power of Language, Tone and Pace

a) Using the appropriate terminology to suit the customer

b) Using positive languagec) Using pace and tone to control the call

6.Awareness of your STATE and how it impacts your role and the customer

7.Providing an extraordinary customer experience by going the extra mile (G.E.M)

Complaint handling workshop

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Learning outcomes

1. Understanding why customers complain

2. Fact and emotions of a customer complaint

3. A.S.A. P complaint handling technique

4. Turning a complaint/dis-satisfied customer to a happy and loyal customer

5. Sage Ireland’s Complaint Process

Complaints going global

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• Dave Carroll’s guitar was damaged while he was travelling with an airline

• He then vented his anger by creating a song about it and posted it on http://www.youtube.com/results?search_query=united+breaks+guitars+dave+carroll&search_type=&aq=7&oq=%22United+Breaks+Guitars%22

• A lot of News stations reported on it and it also toped Michael Jackson’s RIP hit on the internet

• It just shows the global power of poor customer services and how poorly handled complaints can escalate.

Impact of Training workshops

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• 23% increase in FCR• 15% increase in NPS• 3% decrease in CSAT •67% decrease in complaints

(Note, this was during our peak call times of payroll year end)

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Brain Friendly Learning (BFL)

BFL has evolved from

– Howard Gardner’s work on multiple intelligences, and the desirability of engaging all of these to inspire better and more lasting learning

– The rise of emotional intelligence (IE or EQ) and the powerful advances in approaches to personal change and development such as neuro-linguistic programming

– Research into learning styles – one size does not fit all.

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5 key aspects of Brain Friendly Learning (BFL)

Follow-up and keeping the knowledge alive

First Call Resolution

Natasha O’Neill

Customer Support Manager

Agenda

1. Meet the Technical Support Team

2. What is First Call Resolution?

3. Sage Ireland’s Journey to First Call Resolution

4. Results and Key Findings

5. Additional Benefits

6. What our customers say about us?

7. In Summary

Meet the Technical Support Team

• 40 Technicians

• 25,000 customers across Ireland

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“The Customer’s enquiry or problem is resolved in one call”“The Customer’s enquiry or problem is resolved in one call”

What is First Call Resolution?

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Sage Ireland’s Journey to First Call Resolution

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Sage Ireland’s Journey to First Call Resolution

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Was your query resolved on the first contact with Sage?

• Realtime• Daily, Weekly, Monthly• Team, Technicians

Results and Key Findings

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Avg Handling Time

Call Volumes

FCR

Headcount

NPS

Results & Key

Findings

39s

7.7%

17%

20%

11%

Additional Benefits

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What our Customers say about us?

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In Summary

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Thank you