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Call Effectiveness MonitoringScoring for Success

Eddie VidalManager, Enterprise Support ServicesJuly 20, 2010

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Objectives

• Setting expectations• Template to get you started• Guidelines for coaching• Recognize star performers

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Why do we monitor and record calls?

• Evaluate agent performance on “soft skills”

• Compliance and directives• Capture and share valuable business

intelligence

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Why Are We Here?

• Customers from unhappy to happy• Service customers• Minimize operating costs• Reduce downtime

• Provide valuable business insight• How can we make our jobs easier?• How can we make the customer’s job

easier?

Family

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Setting Expectations

• Do we know what is expected of us?• If you knew, would you do your job

better?• If you knew the results of your work?– Know your strengths– Work on weaknesses

• Praise, Praise, Praise

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Tips before implementing

• Obtain buy-in from agents• Let agents review questions• Listen to their own calls• Listen to other agents/peers calls• Managers answer calls too

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Attitude

• Do you want to answer the phone?

• Phone rings o Excited?o Sigh?o Inconvenienced?

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Customer Service

"If the customer feels like it was poor service, then it was poor service. We are in the customer service perception business”

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The University of Miami Way

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University of Miami Approach - Scoring

• Subjective– Maybe– Not sure– Hmm– I think so

• Objective– Yes– No

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Four Part Scoring

• Greeting the customer• Key points during the call• Ending the call• Behavioral Questions

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Smile and say

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Survey Says

• 100 people surveyed - the top 3 answers

• What are the opening questions and/or statements an agent speaks when answering a call?

Greeting the Customer

Name²

How may I help you

Introduce yourself1

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Survey Says

• 100 people surveyed - the top 10 answers

• What are key points the agent must communicate during the call?

Verify Phone Number

Verify Tracking #

Summarize Call

ID Customer Dept

Verify Address

Provide Tracking #

Transferring Calls

Placing on Hold

Plan of Action

Timeline for Resolution

Key Points During the Call

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Survey Says

• 100 people surveyed - the top 5 answers

• What are key points the agent must communicate when ending the call?

Ending the Call

End call on positive note

Allow customer to have last word

Thank customer for calling

Offer further assistance

Encourage future calls

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Survey Says

• 100 people surveyed - the top 5 answers

• What type of behavioral tendencies did the agent perform throughout the call?

Behavioral Questions

Apologize for inconveniences caused

Courteous and empathetic

Attitude positive and friendly

Answered all caller’s questions

Speak audibly and clearly

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Results & Feedback

• Weaknesses– Corrective actions– Constructive

feedback

• Strengths– Good workers –

listen– Change and

become better– Become star

performers

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Taking it to another level

• Use an incident for same call• Follow the trail from beginning to end• To post or not to post?• Create competition

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Must haves

• Create a good first impression• Placing on hold correctly• Transferring calls• Leaving messages

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Four takeaways

Setting expectations Template to get you started Guidelines for coaching Recognize star performers

QUESTIONS AND THANK YOU

Contact informationEddie Vidal

evidal@miami.eduevidal@soflahdi.com

305-439-9240