Session 607: Call Monitoring: Scoring for Success

University of Miam

i University of M

iami

Eddie Vidal • HDI & Fusion Track Chair • HDI & Fusion Conference Speaker • HDI Strategic & Member Advisory

Board • HDI Southeast Regional Director • President of South Florida HDI Local

Chapter • Published in Support World

Magazine • HDI Support Center Manager

Certified • ITIL V3 Foundation & OSA Certified

Manager, Medical IT Service Desk evidal@miami.edu

eddie_vidal@yahoo.com 305-439-9240 2

@eddievidal

http://www.linkedin.com/in/eddievidal

University of Miam

i University of M

iami

Objectives

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

University of Miam

i University of M

iami

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?

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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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•Certificates •Movie Tickets •Employee chooses award •Nominated for HDI award •Wall of Fame •Monthly $20 award / up to 5 people •Recognition at meetings •Analyst/Technician of the period •Coffee cards or other gift cards •Service super stars share cake/dinner •Hand written “thank-you” note from manager •Name in agency newsletter

Recognizing Top Performers

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iami

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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iami

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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iami

University of Miam

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iami

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 yourself

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iami

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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i University of M

iami

Results & Feedback

• Weaknesses – Corrective actions – Constructive

feedback

• Strengths – Good workers –

listen – Change and

become better – Become star

performers

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iami

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

Call Monitoring Score

27

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iami

Must haves

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

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Emails

• Support World Nov/Dec 2010

• Leslie O'Flahavan • www.ewriteonline.

com • Twitter: @LeslieO

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• Subject Line • Personalize by name • Answer questions • Polite, Personal,

Professional • Link to additional

support (KB, wiki) • Contact info • Tracking Number

Email Monitoring

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iami

Message Subject: Advisory All efforts to restore service levels to normal have been unsuccessful. The vendor is requesting that the PBX is rebooted at 1:00 p.m. to prevent further widespread outages. It will take 3-5 minutes maximum for service to be restored after reboot. Please remind all Call Centers Agents to log back in. This does not pertain to Voice Over IP (VoIP) services. Ancillary services tied to the PBX may take longer to be fully restored. If you have any questions, please contact the IT Support Center at 305 555-6565, or email us at itsupportcenter@dontcallus.com

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Chat Monitoring

• Keep it professional • No slang terms, grammar is important • Not texting (U, UR, LOL )

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iami

Four takeaways

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

Thank You for Attending

Contact Information Eddie Vidal 305-439-9240 eddie_vidal@yahoo.com evidal@miami.edu

@eddievidal

http://www.linkedin.com/in/eddievidal

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