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MATT ROCCO, PRESIDENT / COO
JIM IYOOB, EVP – CUSTOMER EXPERIENCE
ETECH GLOBAL SERVICES
IMPLEMENTING A SUCCESSFUL QUALITY MONITORING
PROGRAM
World Class Quality Monitoring Program
1. Contact Center Challenges
2. How a Effective Quality Monitoring Program can Help Ease your Pain
3. What is Quality Monitoring in a Contact Center
4. Quality Monitoring verse Quality Assurance
5. Best Practices of Quality Monitoring Program
6. Quality Monitoring & Business Intelligence
7. Benefits of Using a Third Party
8. Case Study Results of Implementing a Quality Monitoring Program
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Contact Center Challenges
• The contact center is the “face” of your company
• Bad contact center experiences annoy and frustrate your customers, and spread quickly
• Agent staffing is a growing cost to your business
• Tracking and monitoring agent behavior is difficult to manage… there is a cost (but also a ROI)
• Front line supervisors have a direct impact on quality and satisfaction of your customers, yet many do not embrace this opportunity
• Agent attrition is a direct cost to your business due to retraining and impact on customer experience
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Quality Monitoring Can Ease Your Pain!
• Provide you insight into contact center interactions with your customer
• Alert you of unsatisfactory customer contacts with recommendations for improvement
• Assurance of corporate governance
• Identify and quantify “coachable” issues
• Distribute daily quality reports to ensure agents are progressing in quality and performance rather than turning them over
• Calibrate with front line supervisors to make sure there is consistency in coaching
• “Close the Loop” on coaching opportunities to provide follow up and track improvement
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What is Quality
Monitoring?
Quality Monitoring in Call Centers
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Quality Assurance
Process
Quality Assurance Process
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Best Practices
Best Practices in Quality Monitoring
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Best Practices
Best Practices in Quality Monitoring
Quality Monitoring & Business Intelligence
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An effective method to ensure customer satisfaction involvesintegrating call monitoring and business intelligence (BI)analytics. An effective & integrated call monitoring /BI processenables a company to collect, record, sort and analyze data toassist in various decision making processes.
BI data that is gathered by companies through tracked &monitored calls can be used to guide marketing strategies &priorities. For instance, the information collected on specifieddemographic groups, average caller age and frequently askedquestions can all help in determining marketing priorities.
Quality Monitoring & Business Intelligence
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Etech Global ServicesConfidential 11
Features & Benefits
Third Party QA Services
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Fashion Retailer – Etech Success Story
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PortfolioClient is an online subscription fashion retailerOffers personalized shopping experienceConsists of a portfolio of online subscription service brands
The Member (Customer) ExperienceTechnology Change – Focus on Online TransactionMember challenges (Matching specifications with choice, place of delivery, after sales support etc.)
Etech Global Services – The Monitoring Solution Provider
Challenges: Member retention; expansion of member base
Solutions:Third party unbiased insights into transactionsActionable data with specific recommendationsAlerts for quick fixTrusted partnership to improve results
Leading Fashion Retailer
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QA Academy for client FCs (New Hires) to provide detailed feedback of their performance before the FCs go live
Recommendations to improve service level, modification to, or introduction of business strategies
MSAT Round Table: QA team actively participates in the deliberations to improve Member Satisfaction Experience
Escalations sent on daily basis to highlight the opportunities with the trends captured during the audits
Auto Failures are sent immediately to distribution group to address in real time
Deep Dive Analytical Studies on Retention, Saves, Cancellations to identify trends and create resolution
Weekly analysis of brand performance, location performance, and agent performance
Best Practices at Work
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Dip stick analysis to check implementation of coaching inputs and feedback – linked to the desired end results
QA administered DAPs (Development Action Plans) for repeat offenders
Establishing correlation of QA scores with campaign results
Training (TNA/TNI) Studies and recommendations – monitoring post training performance trend
Fixing Accountability at different levels. Accountability Audit (Inputs for Rewards v/s Impacts)
Agent/QA Score Cards – linked to benefits or impacts
Closed Loop Control Process
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Unrelenting schedules of calibration sessions to ensure:
Client expectations and understanding of QA team are in full alignment
Updates are shared and understood by each party
Calibration variance (if any) are measured and monitored for improvement
Best Practices shared
5%
4% 3%
5%
4%3%
Benchmark, 5%
0%
1%
2%
3%
4%
5%
6%
WK 6/22 WK 6/29 WK 7/6 WK 7/13 WK 7/20 WK 7/27
Calibration Variance Trending
Variance Benchmark
Calibration Sessions
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First Hand Recommendations that work
Deep dive into transaction attributes (Calls/Chats/Emails)
Modify Audit Form (focusing on MSAT), followed by series of reviews to fine tune it
Intensive Calibration sessions to understand and scrutinize information essential for client to improve and deliver results
Monitoring Services Provided - Highlights
Capturing, analyzing, and delivering feedback, drilled down at center level, team level and agent level
Dip Stick analysis to ensure closed loop of feedback to improve MSAT
Provide trends on top opportunities to monitor effective dissemination of coaching inputs to Fashion Consultants
Daily summaries & Weekly Decks to client management for high level over view
Etech – Client Collaboration
Confidential 18Etech Global Services
Top Opportunities in April’15
Drop in factors affecting MSAT-
July’ 15
Etech QA team shared FC level, team level and center level opportunities with Six Sigma approach to overcome hurdles & improve member satisfaction
Analyzed Reasons & Improvement Trend
Confidential Etech Global Services 19
Success Story
MSAT scores improved which directly resulted in improvement in retention of existing members
Cancellation & Save Attempt Summary
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www.etechgs.com
Jim Iyoob, EVPEtech Global Services
@jiyoob
Matt Rocco, President & COOEtech Global Services
@mroccoetech
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